Lead Solutions Analyst

2 weeks ago

Sydney, New South Wales, Australia Total Resource Solutions Full time

Parramatta based
- Hybrid role

**Role Title**: Lead Solutions Analyst

**Start Date **:ASAP

**Contract length**: 6 months

**Pay Rate**:$800 - 850/day + super

**Location **:Parramatta

**Essential Experience**:

- Have lead a team of 5+ Business Analysts
- One end-to-end business transformation program
- Agile methodology based framework for user story creation
- One or more project using BPM, Case Management, Pega, SalesForce.
- Experienced in managing Product Backlogs in Microsoft DevOps tool
- Demonstrated experience in assessing customer and business system needs and developing concise reports and business cases for the procurement of ICT systems and services.
- Proven ability to manage multiple tasks and projects in an agile project management environment.
- Strong analytical and problem-solving skills and the ability to work independently and as a team member.
- High level interpersonal verbal and written communication skills and a demonstrated ability to work with people at all levels and be able to liaise with and manage external contractors and suppliers.
- Knowledge of systems design and software development techniques.
- Experience in the preparation and execution of test plans and evaluating success factors
- Certifications in in SDLC, Prince2 project management methodology and/or ITIL would be highly regarded.

**Program Outcomes**:

- A Pega customer portal and mobile solution to enable customers to quickly see their own information and initiate and then track their transactions with us.
- A Customer Relationship Management System (CRM) where we can record and access customer information; including their nominated contact details, transaction history and all interactions irrespective of type or method.
- More disciplined workflows and case management to enable us to meet regulatory and legislative requirements to issue, manage and effectively process customer transactions in an efficient and cost-effective manner.
- Improved customer satisfaction ratings (particularly in regard to visibility, automation, more ways to access services, and speed of transactions).
- To increase the effectiveness of the enquiry process we are building a high-quality knowledge base to improve the ability of our frontline to manage common, but ever increasingly more complex queries.

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