Parramatta based
Hybrid role
Role Title: Lead Solutions Analyst
Start Date :ASAP
Contract length: 6 months
Pay Rate:$800 - 850/day + super
Location :Parramatta
Essential Experience:
Have lead a team of 5+ Business Analysts
One end-to-end business transformation program
Agile methodology based framework for user story creation
One or more project using BPM, Case Management, Pega, SalesForce.
Experienced in managing Product Backlogs in Microsoft DevOps tool
Demonstrated experience in assessing customer and business system needs and developing concise reports and business cases for the procurement of ICT systems and services.
Proven ability to manage multiple tasks and projects in an agile project management workplace.
Solid analytical and problem-solving skills and the ability to work independently and as a team member.
High level interpersonal verbal and written communication skills and a demonstrated ability to work with people at all levels and be able to liaise with and manage external contractors and suppliers.
Knowledge of systems design and software development techniques.
Experience in the preparation and execution of test plans and evaluating success factors
Certifications in in SDLC, Prince2 project management methodology and/or ITIL would be highly regarded.
Program Outcomes:
A Pega customer portal and mobile solution to enable customers to quickly see their own information and initiate and then track their transactions with us.
A Customer Relationship Management System (CRM) where we can record and access customer information; including their nominated contact details, transaction history and all interactions irrespective of type or method.
More disciplined workflows and case management to enable us to meet regulatory and legislative requirements to issue, manage and effectively process customer transactions in an effective and cost-effective manner.
Improved customer satisfaction ratings (particularly in regard to visibility, automation, more ways to access services, and speed of transactions).
To increase the effectiveness of the enquiry process we are building a high-quality knowledge base to improve the ability of our frontline to manage common, but ever increasingly more complex queries.