PURPOSE OF THE ROLE The Sales and Service Continuous Improvement Team's purpose is to:
Ensure delivery of initiatives with project & change management expertise. Work with the business to deliver problem definition and solution design with Business and Process Analysis expertise. Enable every member of the S&S team to understand the skills and processes required to implement change successfully in the Business. Deliver excellence in day-to-day operational support. Reporting to the Sales & Service Continuous Improvement Manager, the Business Analyst will ensure the successful design and development of solutions for Sales and Service. This will include analysis activities for new business processes, new products, and operational process improvements. The Business Analyst will need to define and document business requirements, model business processes, define & document IT functional specifications, and coordinate user acceptance testing.
POSITION ACCOUNTABILITIES The Business Analyst will work throughout the division and the wider business with a broad range of stakeholder groups to ensure the following accountabilities are achieved:
Gathering system and process requirements and designing innovative solutions to business problems, which may involve: Facilitating workshops and engaging with relevant stakeholders and subject matter experts. Conducting field & desk research e.g. user/stakeholder workshops, interviews and onsite observations, user surveys, competitor analysis, and web analytics. Developing business process maps to ensure clarity around processes for all stakeholders. Where IT system solutions are included, translating business requirements into functional and system / I.T. requirements and specifications, and briefing these into the IT department. Deliver a quality outcome through the effective management of issues, change requests, and testing, including: Effectively managing any issues and subsequent change requests to balance the need for quality with cost and timeliness impacts. Testing, including developing the testing and approval process, briefing the testing team(s), and ensuring that the solution fully meets original requirements. Monitoring of changes post-implementation to ensure success. Contribute to project and program delivery by: Actively managing artefacts, including user/business requirements, sitemaps, wireframes, proposals, scopes, and project plans. Taking accountability for assigned deliverables and ensuring effective and transparent communication with the project team. Build confidence with stakeholders, creating positive relationships and credibility by working collaboratively, through: Investigating and measuring process-improvement opportunities and working with the business to recommend and implement solutions. Supporting the continuous improvement culture by acting as a strong supporter of change. Remaining a positive and proactive contributor. Networking with internal/external resources to bring best practices to the projects/organisation. Ensure changes are effectively supported once implemented, including: Policy, procedure, and training material/user guides as appropriate. Business process maps. Reference material to provide clarity of system functionality. Ensuring the Support & Testing Team have the necessary knowledge to support the change. Any other reasonable duties, as required, to ensure effective delivery of changes across Sales and Service.
QUALIFICATIONS & EXPERIENCE Tertiary qualifications in a related discipline. Minimum of 2-5 years' experience as a Business Analyst. Strong business process modelling, As-Is/To-Be process mapping, and data models. Highly developed written and verbal communication skills. Facilitation skills. Stakeholder management. Excellent interpersonal and relationship management skills, with the proven ability to work at all levels of an organisation. A superior level of attention to detail and accuracy. The ability to work autonomously while maintaining focus. Experience in managing and completing user acceptance testing. Must be a strong problem solver, comfortable with complexity and ambiguity. A passion for the User Experience. PROFESSIONAL COMPLIANCE & ELIGIBILITY Well developed and demonstrated understanding of the legislative, regulatory, and compliance obligations to operate in the FSR environment. About us At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home, and on holiday with various Car, Motorcycle, Home, Contents, Pet, and Travel Insurance products as well as Roadside Assistance.
Our culture of 'high performance with high integrity ' underpins our values and the way we interact with our customers, the community, and each other. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer! If this sounds like you, apply today.
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