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About the Role

To manage a structured process, which enables a consistent approach to the logging, assessment, approval and review of system/software changes to ensure minimal service disruption and a positive customer experience.

Responsibilities

• Manage Change Advisory Board meeting and CAB Agenda preparation or have lead meetings involving 30+ people.
• Manage change activity to ensure minimal impact to the customer and business through the use of effective change control policies, processes and standards.
• Contribute to the development, review and maintenance of policies, procedures, guidelines and related documentation to support change, and ensure efficient and effective processes to minimise the impact of planned changes.
• Ensure change control policies, processes, and standards are complied with and all parties understand the requirements of the policies and processes.
• Convene meetings, coordinate working groups, committees and consultations to facilitate exchange of information and prioritise change activities to optimise service delivery and minimise service interruptions.
• Develop and maintain effective working relationships with team members, stakeholders and clients to meet defined business needs.
• Maintain an understanding of the organisation, challenges and objectives to ensure agreed changes are effectively implemented.
• Maintain and support services including the coordination of Business systems for after-hours requests to ensure optimal service delivery.

Requirements

• Building relationships with business representatives and service providers to meet client requests and requirements given competing interests, schedules and projects.
• Understanding and explaining how system changes affect and impact the ability to conduct business as usual while balancing competing demands to deliver services within tight timeframes.
• At least 5 years’ experience in formulating and implementing change management strategies, ideally within rapidly developing environment.
• Experience in organisational change readiness assessment and stakeholder engagement.
• Strong experience with change impact assessments.
• Highly developed written and verbal communication and interpersonal skills.

Skills

• ITIL certification preferred
• SIAM proficiency or experience preferred

Location

• McKell
• Parramatta

Work Type

• Ongoing
• Fulltime
• Hybrid

Experience Level

• 5+ years experience

Salary/Compensations

• $116,981 - $129,492 plus super

Benefits

• Opportunity for meaningful work that matters to all of us in NSW.
• Hybrid work model (in-office and from home) with opportunity for flexible or condensed hours.
• Flexible leave.
• Career development opportunities.
• Access to health and well-being programs including Fitness Passport.

About the Company

• The Government Shared Services (GSS) Division within the Department of Customer Service delivers critical corporate and technology services that support NSW Government agencies and enable better outcomes for the people of NSW.
• A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Equal Opportunity

• Belong in our diverse and inclusive workplace. The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
• We provide adjustments to the recruitment process for candidates, including individuals with disability.