Problem Analyst

6 days ago

Brisbane, Queensland, Australia Department of Customer Services, Open Data and Small and Family Business Full time $60,000 - $100,000 per year

Why join the Department of Customer Services, Open Data and Small and Family Business?

You will receive flexible working options, competitive salary and benefits, generous leave entitlements and the chance to make a difference to Queenslanders. We value and respect differences and the diversity of thought and experiences all our people bring and we encourage applicants of all genders, ethnicity, ages, languages, sexual orientations, disabilities and family responsibilities to apply. The purpose of the Problem Analyst role is to identify, analyse and report on the problems associated with systems and processes to improve customer experience. This includes but is not limited to developing and coordinating quantitative and qualitative analysis and feedback on documented problems, ensuring appropriate resulting actions are implemented.

The Customer Support Team within the Department of Customer Services, Open Data and Small and Family Business resolve first level phone and online enquiries and fulfils requests for various systems including telephony. We provide these services for more than 70,000 public servants across 27 Government departments and agencies. The team provides quality assurance, performance management, reporting and analysis; and are responsible for incident and problem management processes. The team champions delivery of great customer and employee experience.

Role Requirements Of The Problem Analyst

  • Apply research, analytical and professional judgement skills to support effective decision making, identify business trends and improvement ideas and strategies that support customer needs.
  • Demonstrate strategic thinking, analytical and problem-solving skills.
  • Encourage creativity and innovation, and identify and implement improved ways of doing things.
  • Demonstrate extensive knowledge of problem and incident management principles and practices in a service provider environment, and demonstrate ability to apply this to ensure effective outcomes within strict timeframes.
  • Use extensive written and verbal communication skills with demonstrated ability to provide advice, consult and negotiate with management and a diverse range of stakeholders on complex issues which could be technical, business process or strategic; build effective relationships in an environment of change and customer service delivery.
  • Establish clear plans and timeframes for key deliverables and are able to review and report on performance with a focus on identifying opportunities for improvement.
  • Establish, manage and influence the ongoing development of productive working relationships with team members, customers and stakeholders at all levels and across organisational boundaries to ensure expected outcomes are met.

Occupational group
Customer Service/Call centre

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