Senior Digital Analyst

6 days ago

Brisbane, Queensland, Australia Queensland Government Full time $104,000 - $130,878 per year

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

As The Senior Digital Analyst, You Will

  • Lead the research, development, and deployment of digital self-service solutions that aligns to overall customer experience and enterprise architecture frameworks.
  • Partake in the daily support roster to co-ordinate the team's Service Desk functions. Provide timely and professional support to customers and clients.
  • Utilise tools, like Google Analytics, to monitor and analyse service performance and user engagement, ensuring adherence to Service Level Agreements (SLAs) and customer service excellence.
  • Oversee product lifecycle management, including change, release and deployment processes in line with Continuous Integration / Continuous Deployment (CICD) practices, and drive comprehensive project management from initiation to completion. Report to management where appropriate.
  • Establish policy, process, procedures and toolsets to support digital product management.
  • Maintain supplier relationships and monitor service delivery agreements, including participating in negotiations for service agreements.
  • Champion and enforce security policies, contribute to the development of standards and conduct thorough risk assessments and business impact analyses to manage and respond effectively to security vulnerabilities.
  • This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.

Applications to remain current for 12 months.
Occupational group
IT & Telecommunications

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