Platform Experience Lead

**How will I help?**

You will be part of Customer Services & Technology, Infrastructure & Service Management, Service Management Platforms, a team that is accountable for one of the largest implementations of ServiceNow globally.

The Platform Experience Lead’s purpose is to ensure a great employee experience every time through the ServiceNow platform and its adoption of simple, efficient, and easy to navigate processes. Reporting to the Head of Service Management Platforms, you will manage a team of Business Analysts, process specialists and lean practitioners working closely with Product Owners, key business stakeholders and technical delivery teams.

Leading and developing a persistent team, you will ensure that new product features and enhancements are accurately defined, simple, lean, and designed with the customer in mind. You will also identify process areas of improvement and drive initiatives to provide enhancements which simplify the platform for our customers.

Your key responsibilities include (but not limited to):

- Innovate, adapt, learn new knowledge quickly and guide internal and external stakeholders advocating automation including process simplification.
- Facilitation of workshops / meetings including communicating stories planned for upcoming sprints with scrum team and stakeholders.
- Understanding key drivers for change from a business value perspective.
- Evaluate effectiveness of solution, processes, and methodologies, and make recommendations for continuous improvement.
- Assist in prioritising stories in the backlog.
- Assist with test case development and review, where required.
- Assist with any blockers/issues related to requirements.
- Attend showcases and provide feedback.
- Manage Jira hygiene.
- Ensures that risks are managed in accordance with set risk frameworks, including governance and escalation frameworks.

**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 need to have the following skills, education & personal attributes:

- Strong background in business process improvement/re-engineering, data analysis, system functional / non-functional analysis experience.
- High level of competency in business process mapping and knowledge of BPMN.
- Demonstrated knowledge of structured analysis methods, tools, and techniques.
- Strong communication and influencing skills to work with and alongside a range of internal stakeholders including Product owners, business, and technical teams.
- Previous demonstration of facilitation of business solution workshops involving participants from senior management to business users.
- Ability to play a mentoring relationship for the wider team.
- High level of competency working with cross functional teams in a Scrum framework.
- A background in service management delivery and/or operational management.
- Experience working in a large and complex organisation, preferably in the financial services industry.
- Experience with ServiceNow platform and ITIL V4 certification would be desirable.

**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.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?