Implementation Specialist

6 days ago

Geelong, Australia WorkSafe Victoria Full time

**$133,944.00 per annum + superannuation**:

- **Full Time, Fixed Term (Until 28**th**February 2026)**:

- **Geelong based (hybrid working model - 3 days per week in office)**

**About the role**

The Claims and Recovery Support (CaRS) division has been created within WorkSafe to focus on supporting the recovery and return to work of injured workers. CaRS is transforming how we provide support and service to injured workers to improve the outcomes they achieve. As part of this, we are helping shape and execute on key strategic priorities for RTW Victoria through pilots, innovation and key strategic programs of work.

The Implementation Specialist will play a key role within the Claims System Modernisation Initiative (CSMI) project team to deliver a key action in WorkSafe's strategy, the replacement of claims management and premium legacy technology systems with a new customer relationship management system (CRM) for the scheme, beginning with the CaRS division.

The Implementation Specialist will focus on understanding the changes which the new system will bring to the CaRS Division, identifying risks and opportunities and supporting the team to ensure new products land smoothly within the CaRS operating environment.

**Key accountabilities of this role will include**:

- Work in strong partnership with the CSMI project teams and develop a deep and broad knowledge of the various CSMI products to drive a seamless integration of the new claims management system within CaRS
- Leverage a detailed knowledge of process and operations to enable understanding of the impact of changes delivered through CSMI, and provide strategic input to leaders at a variety of forums
- Work collaboratively with the Team Leader, Implementation, Recovery & Support to be a point of contact for requests or escalations, attend or facilitate appropriate CaRS representation at workshops, working groups and forums
- Proactively identify CaRS specific processes and work instructions that are impacted by the changes and working alongside both the CSMI teams, CaRS team members and other WorkSafe support functions to ensure these are fit for purpose post implementation
- As a super user, provide coaching and other support for users of the CRM within CaRS to support capability build and time to proficiency.

**About you**

**You will be a self-starter who is forthcoming with your own feedback and ideas in contributing to delivering improvements. As someone with experience in championing change, your strengths will also include an ability to guide and support others through change as well as someone who is flexible in responding to change.

In addition, ideally you will be able to demonstrate the following skills:

- Deep understanding of CaRS operational processes, organisational context and operational challenges at WorkSafe
- Strong ability to coach, guide and support cross-functional teams
- Strong stakeholder management, engagement, communication and negotiation skills
- Understanding and appreciation of the integration between people, process and technology to achieve an optimal project outcome

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