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Service Assurance Specialist

2 weeks ago

Kogarah, Australia Westpac Group Full time

Westpac Group has a rich heritage and offers employees a multitude of opportunities. We aim to attract the best people inside and outside of the business - building an organisation where the best talent thrives.

The Westpac Group has a complex Information Technology environment that needs to deliver to the rapidly changing needs of our customers and employees, the ever-evolving IT landscape, and the Group's regulatory and statutory requirements. In GroupTech we're striving to be game-changing technologists, shaping the future of banking.

**How will I help?**

An Exciting opportunity is available for a Service Assurance Specialist within the Database & Middleware Platform Services (DMPS), Engagement team in Group Technology. This role will be primarily working to uplift & drive functions around internal customer relationship management, communications, agile process adoption, and workload management practices. In addition, you will work closely with LOBs to ensure product roadmaps are aligned, and requirements are understood.

Your key responsibilities may include:

- Contributing to technology strategy realisation, by advocating DMPS product plans and roadmaps with respective areas of the business and influencing service migration uptake.
- Managing DMPS backlog; promoting of agile practices, and process maturity across the DMPS domain.
- Remaining as an Initial engagement point for new incoming programmes of work entering DMPS; providing requirements analysis, triaging requests, facilitating prioritisation, setting expectations etc.
- Identifying and highlighting any possible cost optimisation initiatives through conversations with key stakeholders.
- Developing business cases to support investment to service changes.
- Aggregating and reporting on infrastructure services, showing customer and managerial insights to our services; collaborating with Service Delivery Teams & technical delivery teams.
- Improving the DMPS communications function to deliver clear, concise, and engaging communications to our customers regarding our DMPS services, changes, and key information.
- Curating content for customer facing communications by collaborating with internal DMPS colleagues, including Product Owners, Service Owners, Infrastructure Service Managers etc.

**What’s in it for me?**

You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world’s great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.

**What do I need?**

To be successful in this role, you will need excellent and verbal communication skills, strong stakeholder management experience, a customer focused mindset and be self-driven. In addition to this, your skills may include:

- Sound background in infrastructure management, particularly favourable for deep experience with database and/or middleware solutions.
- Business analysis capabilities to develop an understanding of customer requirements & demands.
- Agile leadership experience.
- Process development & enhancement skills to develop & expand team capabilities.
- Strategic solution design/framework experience.
- One Team mindset, with effective collaboration skills to lead seamless process integration across teams.

**What’s it like to work there?**

As well as competitive remuneration and a great culture, joining the Westpac family means you will get some of the best banking, wealth, and insurance benefits in the market.

We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We will even pay you to do volunteer or community work.

We aim to provide one big, supportive team of people working to achieve our purpose of creating better futures together. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?**

**Do you need reasonable adjustments during the recruitment process?**

At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community.