Senior Business/Implementation Analyst

Transcription

1 Principles Vision Purpose Statement Senior Business/Implementation Analyst healthalliance Purpose, Vision and Principles To be right behind better healthcare. Our role as provider of non-clinical services to the Northern Region DHBs includes Information Services, Staff Services (Payroll and HR Administration), Regional Internal Audit and to the National DHB Sector Finance, Procurement, and Supply Chain (FPSC). To be the recognised experts in making the health dollar go further. We will assist the health sector to spend wisely, enabling DHBs to direct money to frontline clinical services, by providing savings, automating processes, enabling efficiencies and standardisation. Partnership Developing lasting partnerships through collaboration, working to a common goal, facilitating joint solutions within our means, recognising and celebrating success, open communication to share knowledge and information. Respect for people We respect others by; developing trust by being open and honest, listening to and understanding others views, valuing everyone s contribution, celebrating diversity and have fun and enjoy what we do as a team. Integrity We show integrity by; leading by example, open, fair, honest and transparent in everything we do, courage to speak up and challenge when things don t seem right, act ethically and professionally at all times, can do, will deliver our promises, obligations and commitments. Delivering Results We deliver results by; delivering exceptional results through high performance teams, enhance the customer experience, continually improve and add value, being action orientated, responsible and accountable, providing consistent and reliable services. Energised by Innovation We are energised by innovation when we; encourage forward thinking ideas and challenge status quo, measure our performance and see it as an opportunity to learn and grow, creating positive change by developing smarter ways to work, empowering people to maximise potential. Our principles define the expected behaviour of all staff and guide us on the behaviours that are important to us as an organisation. They underpin the way we do things at healthalliance, defining how we strive to move towards our vision

2 This position description provides an indicative outline of the purpose and key responsibilities and tasks of the role. Title and Reporting Relationships Position title: Reporting to: Location: Senior Business Implementation Analyst Manager, Service Operations Connect Building, Penrose, Auckland Purpose of the Role To support customers by optimising processes and systems for the delivery of Service Catalogue items, Incident, Problem, Change Management and the Configuration Management Database (CMDB), utilising ITIL methodology within the Service Management Tool and the Customer portal. Specifically this includes planning, developing, and directing continuous process improvement and automation of processes for the regional Service Desk and wider healthalliance support services. The role liaises with the teams that provide the services, our Customers, the vendors, as well as the Service Delivery Managers who support the DHBs. Personnel Dimensions Number of Staff: Direct: 0 Through subordinates: 0 Total: 0 Key Relationships People and organisations both inside and outside of the company that this position would be required to manage relationships with. Internal Stakeholders Service Operations team members healthalliance staff External Stakeholders DHBs Service Providers and Key Suppliers Programme office and project coordinators Stakeholder representatives e.g. Service Delivery Managers for each DHB Position in Organisation - 2 -

3 Key Responsibilities and Tasks Expected Outcomes Identify opportunities for improvement and development Opportunities for improving ha IS service delivery of Service Desk and ITIL processes are identified and tracked Improvements with greatest impact are prioritised Business cases and funding requests for large scale change initiatives are developed for project initiation Accurate information about system functions and feedback for improvement is captured and maintained Gather and document business and technical requirements To analyse, review and document business functions and processes for healthalliance Requirements are defined to enable improved processes that identify benefits; including a resource reduction where appropriate Requirements are documented at a level that enables effective and efficient implementation, having a strong idea of what the minimum effective documentation for a project would look like Process improvement requirements are translated into detailed technical requirements Improve processes for Regional Service Desk Service Delivery Investment in the Regional Service management tool is leveraged Improvements are developed and delivered successfully using a systematic approach Business value for each process improvement is captured Data analysis is undertaken and supports process improvement activities All risks associated with delivery of improvement activity are managed and mitigated Process automation is used to add value, decrease cycle times and reduce variation Effectively document processes Service delivery processes including Standard Operating Procedures are documented High quality reports, documentation and presentations are prepared that include actionable recommendations, where appropriate - 3 -

4 Key Responsibilities and Tasks Expected Outcomes Customer support and advocacy Work with stakeholders to obtain formal agreement on scope and requirements to allow establishment of baseline for commencement of solution delivery Validate and prioritise requirements with key stakeholders Build stakeholder and customer relationships to understand process issues and bottlenecks Seek feedback from customers and their representatives to inform the future improvement roadmap for the Regional Service Desk Customer issues are understood and aligned with plans developed to resolve the issues External vendor relationships are established and used to progress service delivery items that require non-standard input xxx Professional Development Accept responsibility for own professional development. Annually agree professional development plan with your Manager. Successfully complete formal training and share knowledge to up skill other team members. xxx Development and training plans in place Knowledge sharing among team members Spirit of co-operation with other work areas/departments is maintained Liaise with all customers (internal and external) as required in a helpful and polite manner. Health, Safety and Wellbeing Support healthalliance health, safety and wellbeing culture and to recognize individual responsibility for Workplace Health and Safety under the Health and Safety Employment in Act 1992 Support healthalliance health, safety and wellbeing culture by: Ensuring a safe working environment and safe working practices Reading and understanding healthalliance Health and Safety policies and relevant procedures and applying to own work activities Identifying, reporting and managing hazards where appropriate Displays commitment through actively supporting all health, safety and wellbeing initiatives - 4 -

5 xxx xxx General Consistently displays the principles of the organisation Adheres to and observes all organisational policies, methodologies and practices Other duties as required by the Manager in addition to or as a result of changing circumstances, that contributes to achieving the purpose of the role Qualification, Experience and Training Requirements Essential Well-developed communications skills required to clearly convey solutions and observations to others Preferred ITIL V3 Foundation ITIL Service Management training At least 3 years process improvement experience Tertiary qualification Experience in Continuous Improvement methodologies Lean Six Sigma Certification Green Belt Project co-ordination experience Experience in a complex IT environment Competencies for the Role Continuous Improvement Problem Solving Priority Setting Is dedicated to providing organisation wide common systems for designing and measuring work processes; seeks to reduce variances in organisation processes; delivering the highest quality products and services which meet the needs and requirements of internal and external customers; leverages technology to positively impact quality; can clearly articulate a problem or need and why it is important. Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; can simplify complex processes; gets more out of fewer resources. Spends time and the time of others on what s important; quickly zeros in on the critical few and puts the trivial many aside; eliminates roadblocks; ability to work in a fast paced, results oriented environment with multiple projects on the go at any one time

6 Competencies for the Role Drive for Results Approachability and Relationships Learning on the Fly Technical Learning Customer Focus Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; steadfastly pushes self and others for results. Is easy to approach and talk to; spends the extra effort to put others at ease; relates well to all kinds of people, throughout healthalliance and their customer organisations; builds constructive and effective relationships; manages expectations and matches communication style to the audience; uses diplomacy and tact; is seen as a team player and is cooperative Learns quickly when facing new problems; open to change; quickly grasps the essence and the underlying structure of tasks, systems and concepts. Picks up on technical concepts quickly; ability to learn and utilise new skills and knowledge in a short timeframe. Is dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gain their trust and respect. Note: The position needs to be reviewed by both parties annually. Signed as current and agreed: Manager Date Employee Date - 6 -