Principal Analyst

Principal Analyst (AO7) Information and Technology Queensland Fire & Emergency Services – Albion QLD 3d ago , from Fire and Emergency Services Queensland The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes. The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state. The QFD is an organisation that is committed to reframing the department’s relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through activities identified in the QFD Reframing the Relationship Plan, contributing to Closing the Gap outcomes and building our cultural capability. The QFD Information and Technology Directorate support the department’s operations and organisational capability by facilitating, developing and managing technological solutions and initiatives. As part of delivering quality services our vision is to make Information, Communication and Technology (ICT) simplified, smarter, connected and user-friendly. Our teams are responsible for ICT investments, governance, portfolio, projects and assurance activities, including the implementation of transformation programs through IT planning, change management and advice, and provisioning of reliable, secure and fit-for-purpose IT solutions that achieve optimal outcomes and enable operational front line and corporate services to deliver on their capabilities and organisational objectives. As the Principal Analyst (Service Now), ICT Projects, you will provide technical leadership in analysing business requirements and translating them into user stories, functional specifications, process flows and ServiceNow solution designs. You will work closely with stakeholders and service delivery teams to drive process improvement opportunities and support the seamless data migration and implementation of fit for purpose solutions. Having a forward-looking approach, you will identify opportunities, and provide an enterprise-wide perspective for platform optimisation, that contributes to current implementation and future roadmap decisions, including ensuring the ServiceNow platform aligns with strategic IT objectives and delivers efficient and effective solutions that meets business needs. Highly desirable requirements Demonstrated experience and certifications in implementing and supporting ServiceNow modules. Experience and/or certification in ITIL 4 Foundations. Sound understanding and familiarity in the development and capability of Customer Service Management Modules. Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to: Design, develop and support the implementation, configuration of ServiceNow solutions including custom applications, business rules, user interface policies and client/servicer scripts to support project transitions that meet business and IT enterprise solutions and requirements. Apply ITIL knowledge and facilitate workshops to identify opportunities for process improvement and streamlined workflows to support ongoing enhancements, project delivery, and deployment of new modules and functionality within the ServiceNow platform. Analyse and evaluate the potential impact of proposed changes and innovation for improvement in the ServiceNow platform and enterprise workflows that create and extend business benefits, system performance by identifying opportunities and ways to mitigate technical and business risk. Interpret and translate business requirements into technical specifications for ServiceNow solutions to optimise service delivery and ensure technology implemented supports business objectives and integrates seamlessly with existing systems. Create and monitor reports and dashboards to track project and system performance, including independent feedback on the effectiveness of ICT systems solutions and service delivery as it relates to the customer services management modules, ServiceNow system, Build and maintain effective working relationships with internal and external stakeholders to provide technical advice in the delivery of projects and sustainability of solutions by resolving issues within tight timeframes and ensuring cost‑effective outcomes are achieved for ServiceNow implementations. Document and map current ITIL processes, and perform gap analyses against desired or best practice to ensure industry standard techniques and frameworks align with enterprise IT and business requirements and enhance operational efficiencies. Develop and maintain internal technical documentation, manuals, policies and process diagrams to ensure effective and efficient governance arrangements are in place to manage ServiceNow release schedules and ensure process design standards are integrated successfully into each design. To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the “key accountabilities” for this role: Leadership Competency Stream – Program Leader (Leads teams and/or projects) Vision Stimulates ideas and innovation Results Drives accountability and outcomes Accountability Fosters healthy and inclusive workplaces Demonstrates sound governance #J-18808-Ljbffr