Employment Type

Permanent

Closing Date

26 Aug 2024 11:59pm

Job Title

Process Specialist

Job Summary

As a Technical Project Specialist, are an important contributor in coordinating, monitoring and tracking outcomes through all stages of the project management process to support the impressive delivery of technical integration projects. You thrive on using your technical knowledge and apply your excellent organisational and collaboration skills to uncover step improvements and realise project objectives.

Your ability to coordinate and manage the required project resources and processes will help to drive project efficiency, ensuring projects are delivered on time, within budget and with remarkable results which will directly contribute to Telstra’s success.

Job Description

Role purpose

The role of the Process Specialist is to design, develop and improve the processes followed to deliver and assure managed services. 

How the role contributes to business strategy?

This role is a core contributor to Telstra’s managed service capability and should demonstrate technical expertise to assist the on-going support and growth of our managed service capabilities.   The successful candidate will have demonstratable experience of working with complex applications in a managed services environment.

The measurable deliverables and outcomes of this role

The success candidate will make sure our processes follow best practices, local and global regulations (such as ISO 27001) and allow us to exceed customer expectations for all deliveries and assurance tasks.

Role Context and overview

Key Responsibilities, Accountability Metrics, Decision Rights

Key Responsibilities

• Define, maintain, and optimise the processes used to design, deliver, and assure managed services.
• Good communication and attention to detail skills to create process documentation such as newsletter, work instructions/user procedures (SOP and System workflow), roles/responsibilities, knowledge and training materials
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Gap analysis between now and to-be process
• Knowledge on processes and up/downstream impact of process steps
• Able to lead discussions of process alternatives in order to arrive at best practices
• Ensure processes are fully documented and followed.
• Manage internal and external audits
• Ensure services are operated in accordance with security and compliancy regulations (including ISO 27001 and GDPR)
• Work collaboratively, with the customer at the front of everything.
• Have a growth mindset, and continually look at better ways of doing things.
• Be flexible with a positive, ‘Can-Do’ mentality.
• Be Proactive and take the initiative.

Key Relationships/ Interdependencies 

Internal

• Digitisation
• Customer Sucess

External

• Customer base
• Suppliers and Vendors

Leadership capabilities

Skill/Technical Expertise

Proficiency

People Leadership

• Modelling a culture of collaboration and continuous learning to support development
• Coaching and develop team members to enable them to deliver high quality outcomes whilst providing support and feedback along the way.
• Building strong, trusting team relationships that enable a high performing team culture aligned to values to behaviours
• Complex solution design
• Critical Thinking
• Medium / Some experience

Key Skills/Technical Expertise

Skill/Technical Expertise

Essential

• An understanding of ISO27001, OSPAR and other regulatory standards
• Strong communication skills, able to explain complex processes to both technical and nontechnical audiences.
• Good documentation writing abilities

High desirable

• An Understanding of Service Now

Certifications

• ITIL Certified