ROLE DESCRIPTION Senior Research Business Analyst Division: Corporate Services Location: Sydney, Australia Grade Equivalent:9/10 Kind of Employment: Permanent ANZSCO Code: Date of Approval: Agency Website: http://www.destinationnsw.com.au 1. OVERVIEW Destination NSW is a Public Service Executive agency with responsibility for devising and implementing strategies to grow the visitor economy. Our particular focus is on driving tourism and acquiring and developing major sporting and cultural events for Sydney and Regional NSW. In addition, Destination NSW is the major investor in Business Events Sydney with the aim to secure more international conventions, incentive travel reward programs, corporate events and exhibitions for Sydney and Regional NSW. Destination NSW is headquartered in Sydney, with offices and representatives in Singapore, Hong Kong, Shanghai, Chengdu, London, Los Angeles, Auckland, Tokyo, Seoul and Mumbai. See http://www.destinationnsw.com.au for further details. VISION To make Sydney and NSW one of the world s most successful tourism and events destinations. MISSION To double overnight visitor expenditure by 2020 and maximise the benefits of the visitor economy for NSW. CORPORATE GOALS Position Sydney and New South Wales as Australia s premier tourism and major events destinations Attract and secure high value Major Events Maximise yield and dispersal from the Visitor Economy Build a sustainable Events Calendar for NSW Create and sustain a high performance organisation STRATEGIC OBJECTIVES 1. Achieve visitor economy 2020 targets and implement the Visitor Economy Action Plan. 2. Position Sydney & NSW as Australia s premier tourism and events destination. 3. Develop the strongest and most compelling events calendar in Australia. 4. Increase industry, stakeholder and customer engagement. 5. Deliver value in our partnership/co-op programs. 6. Attract and retain the best staff and build staff capacity and capabilities. Senior Research Business Analyst Page 1 of 9
2. PRIMARY PURPOSE OF ROLE Proactively works with the Manager, Program Insights and Reporting to develop, document and implement procedures and reporting. Review and establish systems & processes to track DNSW performance and identify opportunities for improvement. Assist and drive the delivery of DNSW program evaluation in-line with Treasury requirements and the latest NSW Government Program Evaluation Guidelines. Refine and centralise project management systems to track Business Unit deliverables and monitor resource capacity to help track projects against timelines and budgets (where applicable). Undertake and manage projects to optimise current Business Unit operations. o Explore data warehousing opportunities and implement technology solutions to generate improved data analytics and reporting across the Business Unit/ DNSW. Review current systems, processes, requirements & productivity across the Program Performance and Assessment Business Unit and make recommendations for change. o o Proactively work the Manager, Program Insights & Performance, the Director, Program Performance & Assessment and other key stakeholders (i.e. team members across the whole Business Unit and internal customers) to develop, document and oversee the implementation of processes and quality control systems to standardise and improve delivery of Business Unit outputs. Review existing Business Unit outputs against customer needs and make recommendations for optimisation which may include outsourcing, reducing or ceasing the delivery of particular outputs. Undertake and oversee administration management and operations across the Business Unit. Establish. manage and maintain effective working relationships with internal and external stakeholders (including contractors, consultants and services providers) to deliver projects against agreed objectives, timelines and budgets. Act in support of the manager. 3. KEY ACCOUNTABILITIES KEY RESULT AREA Process development and project delivery 100% RESPONSIBILITY Role Specific KPI s 45% Undertake research and consult with stakeholders to identify and implement opportunities for improving business processes and operations. Review Business Unit operations and outputs to assess feasibility for optimisation, documenting recommendations to support decision making for change. Manage and oversee all aspects of project planning, development and implementation, incorporating relevant stakeholder input, whilst delivering projects within agreed budgets, timelines, in accordance with Destination NSW policies and procedures. Manage and recommend technology solution projects e.g. TM1 development projects, new software acquisition. Undertake and manage data analytics and reporting projects to Ensure project outcomes are achieved on time, on budget, to quality standards within agreed project scopes. Deliver solutions to ensure optimal use of Business Unit resources. Implement new systems, including technology solutions and software acquisition to optimise research processes and operations. Contracted services delivered to budget and deadline. Positive feedback from stakeholders and executive staff. Ensure the timely, accurate and reliable provision of data and information to stakeholders. Senior Research Business Analyst Page 2 of 9
KEY RESULT AREA Program Evaluation and performance measurement Resource planning Operational and financial management (including reporting) 100% RESPONSIBILITY Role Specific KPI s standardise and optimise current systems and processes. Research new systems and processes to ensure best practice in Business Unit processes and operations. Oversee and manage Business Unit operations and administration including budgeting, procurement, contracting etc. Contribute to the development, monitoring and implementation and evaluation of administrative practices, systems and procedures to optimise efficiency and achieve quality outcomes. 25% Develop performance tracking and reporting frameworks. Generate and maintain regular reports. Develop Key Performance Indicator, insight and intelligence reporting for the Board, CEO and NSW Government that outlines the drivers of Destination NSW performance across organisational activities. 15% Establish and oversee the implementation of a project management system to track Business Unit deliverables and resourcing. Monitor Business Unit activities in order identify and resolve emerging issues, whilst being sensitive to project ownership and stakeholder priorities. Develop and automate Business Unit reporting. 10% Contribute to the Destination NSW strategic, operational and budgetary planning and management process to achieve corporate and strategic objectives. Update and ensure CRM system accurately reflects internal & external customers with whom the position engages. Ensure tasks undertaken adhere to all policies and procedures, including Occupation Health & Safety operational plan requirements. As a NSW Government agency representative, adhere and comply with all Destination NSW policies and procedures. Work with the Manager, Program Insights & Reporting and Director, Program Performance & Assessment to monitor and Ensure DNSW program evaluation adheres to Treasury requirements and the latest NSW Government Program Evaluation Guidelines. Ensure KPI reporting delivers on stakeholder needs. Reports produced in a timely manner. Deliver a project management system to meet Business Unit needs and enable workload capacity, and productivity reporting. Ensure the delivery of timely, accurate, reliable reporting. Corporate reports are accurate and delivered to deadline Quality control systems set-up, improved and maintained Nil audit or compliance issues. Adhere to all Destination NSW Policies and Procedures. All Half-Year and Yearly Performance reviews completed, reviewed and discussed with Manager, including training needs, areas for development, potential career opportunities and motivation. All performance issues addressed in a timely fashion and documented as required. review budget and achievement of Business Unit goals. Team work and 5% Foster a collaborative team spirit focused on service delivery to Proactively contribute to DNSW s results. collaboration both internal and external clients. Contribute effectively to DNSW s operations. Proactively keep up to date with issues that may impact the All issues regarding internal and external relationships raised Visitor Economy and actively participate as team member and resolved promptly in timely fashion and documented as across Destination NSW, contributing to and undertaking special required. Senior Research Business Analyst Page 3 of 9
KEY RESULT AREA 100% RESPONSIBILITY Role Specific KPI s projects and activities, as required. Represent Destination NSW at industry, Government and public forums and on working parties and committees as requested. Promote teamwork and achievement of common purpose by encouraging all Destination NSW colleagues to share information and ideas. Undertake other duties as directed by the Manager or Director. All issues regarding the team work addressed in a timely fashion and documented as required. Destination NSW represented in an appropriate manner. 4. KEY CHALLENGES Assure the accuracy of relevant data and reports prior to their internal and external release. Evaluate and recommend relevant technology solutions, software / database acquisitions to help streamline business operations and reporting. Assist and drive the set-up, evaluation of ongoing improvements to the Business Unit s data procedures, general processes and quality control systems. Keep abreast of policy developments to ensure Destination NSW meets program evaluation and performance measurement reporting requirements. Implementation of Business Unit project management system that meets requirements of the Director and individual research team s. Deliver key performance indicator reporting to meet internal and external stakeholder requirements. Ensure this reporting provides clear visibility on organisational performance and continually strive to improve reporting delivered. Prioritise and manage a range of complex tasks and projects, achieving outcomes while addressing critical turnaround times, priority challenges and changes to the deliverables required. Achieve timely and effective outcomes given the diverse nature of workload. 5. KEY RELATIONSHIPS REPORTS TO o Manager, Program Insights & Reporting DIRECT REPORT/S: o Corporate Performance and Planning Officer x 1 o External consultants, as required INTERNAL o Program Insights & Reporting team o Director, Program Performance and Assessment o Event Assessment and Reporting team o Visitor Insights and Performance team o Chief Operating Officer o CEO & Senior Management o Communications, Marketing, Partnerships and other Corporate Services teams. o Senior Research Business Analyst Page 4 of 9
EXTERNAL o Liaise with various government and industry bodies including Regional Tourism Organisations, Market Research firms, Tourism Research Australia, Tourism Australia, the Australian Bureau of Statistics, other state tourism organisations, other Government departments and consultants as required. o Work with technology and software consultants and suppliers. o Represent Destination NSW at conferences, seminars and workshops to share insights on the Visitor Economy and contribute to industry development as directed. 6. ROLE DIMENSIONS DIRECT REPORTS: 1 BUDGET: N/A 7. DECISION MAKING AUTHORITY DELEGATIONS Financial: N/A INDIVIDUAL DECISION MAKING The position holder has substantial independence in setting daily priorities within broad parameters established in project plans or through discussions with the Manager and Director. Works autonomously on a range of projects and initiatives and undertakes projects independently. Coordinates and supports the Manager in providing timely and accurate response to day-to-day information and data requirements from internal and external clients, and meeting reporting requirements. Manages the program/project either individually or participates within teams, sources information and provides advice on organisational aspects of work in consultation with the internal and external stakeholders. Expected to identify key issues and resolve potential conflicts at an early stage. IN CONSULTATION DECISION MAKING Makes judgements and recommendations to the Manager on new or existing technologies or systems for more efficient data reporting and analysis. Receives advice and guidance from Manager, Director, General Manager, Corporate Services team and other teams concerning policies and procedures. Works with Manager, Director, General Manager, colleagues, partners, research / technology suppliers, and other external stakeholders to make judgements and prepare recommendations as to how programs/projects may be best managed within DNSW, often with the involvement of Government agencies and industry stakeholders. Undertakes project management and makes decisions in consultation with Manager, Director, General Manager, colleagues, partners, research / technology suppliers, and other external stakeholders, relating to client needs, progress of projects and provision of advice. Senior Research Business Analyst Page 5 of 9
8. ESSENTIAL REQUIREMENTS QUALIFICATIONS Relevant tertiary qualifications or equivalent industry skills and experience. EXPERIENCE Extensive project management and business analysis experience. Experience in delivering technology solutions to optimise business operations. Solid program evaluation experience, including familiarity in developing, analysing and reporting on key performance indicators. Extensive experience managing projects from project planning, implementation, project tracking to delivery. Extensive experience in preparing a range of reporting outputs (including formal reports, project briefs, dashboard reporting, summary reports etc.). SKILLS AND COMPETENCIES Ability to set-up and implement operational systems, processes and procedures. Strong analytical and problem solving skills. Demonstrated project management skills and proven track record in developing project management systems. Proficiency across various computer applications, including Word, PowerPoint, Excel and Microsoft Project applications. Demonstrated ability to build relationships at high levels with key internal and external stakeholders, with well-developed oral and written communication skills. Excellent interpersonal skills with experience working independently and as part of a team. Superior management, project planning and staff management skills and a proven capacity to work under pressure. Senior Research Business Analyst Page 6 of 9
9. CAPABILITIES FOR THE ROLE The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at www.psc.nsw.gov.au/capabilityframework. Below is the summary list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. NSW Public Sector Capability Framework Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Advanced Advanced Senior Research Business Analyst Page 7 of 9
Focus Capabilities- The focus capabilities for the role are those in which new occupant/s of the role must demonstrate immediate competence. NSW PUBLIC SECTOR CAPABILITY FRAMEWORK CAPABILITY GROUP AND NAME LEVEL BEHAVIOURAL INDICATORS Display Resilience Be flexible, show initiative and respond quickly when situations change. and Courage Give frank and honest feedback / advice Listen when ideas are challenged, seek to understand the nature of the criticism and respond constructively. Raise and work through challenging issues and seek alternatives. Keep control of own emotions and stay calm under pressure and in challenging situations. Manage Self Look for and take advantage of opportunities to learn new skills and develop strengths. Show commitment to achieving challenging goals. Examine and reflect on own performance. Seek and respond positively to constructive feedback and guidance. Demonstrate a high level of personal motivation. Communicate Tailor communication to the audience. Effectively Clearly explain complex concepts and arguments to individuals and groups. Monitor own and others non-verbal cues and adapt where necessary. Create opportunities for others to be heard. Actively listen to others and clarify own understanding. Write fluently in a range of styles and formats. Commit to customer Take responsibility for delivering high quality customer-focused services. service Understand customer perspectives and ensure responsiveness to their needs. Identify customer service needs and implement solutions. Find opportunities to co-operate with internal and external parties to improve outcomes for customers. Maintain relationships with key customers in area of expertise. Connect and collaborate with relevant stakeholders within the community. Think and Solve Advanced Undertaken objective, critical analysis to draw accurate conclusions that recognise and manage contextual issues Problems Work through issues, weigh up alternatives and identify the most effective solutions Take account of the wider business context when considering options to resolve issues Explore a range of possibilities and creative alternatives to contribute to systems, process and business improvements Implement systems and processes that underpin high quality research and analysis Senior Research Business Analyst Page 8 of 9
Technology Demonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks Identify opportunities to use a broad range of communications technologies to deliver effective messages Understand, act on and monitor compliance with information and communications security and use policies Identify ways to leverage the value of technology to achieve team/unit outcomes, using the existing technology of the business Support compliance with the records, information and knowledge management requirements of the organisation Project Management Advanced Prepare clear project proposals and define scope and goals in measurable terms. Establish performance outcomes and measures for key project goals, and define monitoring, reporting and communication requirements. Prepare accurate estimates of costs and resources required for more complex projects. Communicate the project strategy and its expected benefits to others. Monitor the completion of project milestones against goals and initiate amendments where necessary. Evaluate progress and identify improvements to inform future projects. Senior Research Business Analyst Page 9 of 9