Role Description Service Catalogue Specialist

Transcription

1 Role Description Service Catalogue Specialist Cluster Agency Division/Branch/Unit Location Transport Transport for NSW People and Corporate Services/Group Information Technology Sydney Classification/Grade/Band Senior Service 1 Senior Executive Work Level Standards Role Number Professional/Technical/Specialist TBD ANZSCO Code PCAT Code Date of Approval November 2015 Agency Website Agency overview Transport for NSW is the centrepiece of a reshaped transport cluster. It is responsible for setting the strategic direction and guiding an extended network of public and private service delivery agencies to deliver improved Transport outcomes. Primary purpose of the role The primary purpose of the role is to be responsible for publishing new and enhanced services, or changes to services on the Transport IT Service Catalogue and Portal, the toolset of which is managed by a third party supplier. The role records all services in operation and new services moving into transition in the service catalogue, removes retired services from the service catalogue at the appropriate time, maintains an accurate, complete and up to date service catalogue, and keeps the service catalogue aligned to the needs of those who need to use it. Key accountabilities Model good leadership to inspire direction and delivery, develop people, and drive change Live the NSW Public Sector and organisational values to achieve outstanding outcomes for the organisation and customers Develop and maintain the IT Service Delivery service catalogue framework, describing published (via the tool) and un-published standard services, and their attributes to ensure alignment with processes and data and to ensure Transport cluster and customer requirements are met. Advise third party suppliers on the service catalogue structure and on the creation and maintenance of service catalogue views the preferred access and navigation patterns by the user community and role, and validate service package catalogue requirements - to ensure it meets Transport and customer requirements. Ensure service catalogue governance by publishing up to date information consistent with service strategy and service portfolio, by validating accuracy of content with relevant stakeholders and by testing of service catalogue changes prior to approving publication to production Support the creation and maintenance of the service catalogue management process flow documentation to ensure consistency with the Process Quality Framework.

2 Proactively identify and escalate potential risks and contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities to support risk management and awareness as part of the TfNSW culture Key challenges Driving the maturity and breadth of service catalogue offerings across multiple service portfolios (including hosting, network and applications) in a service catalogue and portal platform managed by a third party supplier that also has service delivery responsibilities (end user, productivity and collaboration services). Progressively identifying and coordinating the enhancement of service catalogue, portal and request tools to maximise the automation and workflow based coordination of catalogue based requests. Key relationships Who Internal Manager, Service Design, Improvement & Analytics Why Escalate issues, keep informed, advise and receive instructions Provide regular updates on key projects, issues and priorities Contribute to strategic planning, policy development and decision making. Service Design Provide Service Definition document/s and service catalogue requirements describing services to be published to the service catalogue. Service Portfolios Agree services to be developed in the service catalogue (planned, active and decommissioned). Provide details of services (definitions, attributes etc.) to be published on the self-service catalogue and portal. Continual Service Improvement team Analyse and identify improvements to the service catalogue management process Customers Understand and capture demand for standard catalogue basic services. Promote the consumption of catalogue based services. External Third party suppliers (service catalogue and portal) Provide details of services (definitions, attributes etc.) to be published on the self-service catalogue and portal. Monitor self-service catalogue and portal, ensure alignment with Transport requirements. Role dimensions Decision Making As per the delegated authority. Reporting line This role reports to the Manager, Service Design, Improvement & Analytics. Direct Reports

3 The number of direct reports is to be confirmed. Budget/Expenditure The budget/expenditure allocation for this role is to be confirmed. Essential Requirements Tertiary qualifications in a relevant field Demonstrated understanding and experience with service catalogue management processes, industry best practice, and how the processes are supported or enabled by contemporary IT Service Management toolsets. Extensive demonstrated experience establishing mature service catalogue management functions (skills, behaviours, processes, tools and templates) and continually optimising service catalogues to maximise adoption of standard services, alignment with customer needs, and delivery efficiency. Broad knowledge of infrastructure services and technologies including data centre and compute platforms and products, collaboration and productivity suites, network services (voice, mobile, data), IT service management tools, and service consumption patterns.. Capabilities for the role The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at 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

4 Focus capabilities The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Personal Attributes Act with Integrity Relationships Commit to Customer Service Relationships Work Collaboratively Results Deliver Results Represent the organisation in an honest, ethical and professional way and encourage others to do so Demonstrate professionalism to support a culture of integrity within the team/unit Set an example for others to follow and identify and explain ethical issues Ensure that others understand the legislation and policy framework within which they operate Act to prevent and report misconduct, illegal and inappropriate behaviour Promote a culture of quality customer service in the organisation Initiate and develop partnerships with customers to define and evaluate service performance outcomes Promote and manage alliances within the organisation and across the public, private and community sectors Liaise with senior stakeholders on key issues and provide expert and influential advice Identify and incorporate the interests and needs of customers in business process design Ensure that the organisation's systems, processes, policies and programs respond to customer needs Encourage a culture of recognising the value of collaboration Build co-operation and overcome barriers to information sharing and communication across teams/units Share lessons learned across teams/units Identify opportunities to work collaboratively with other teams/units to solve issues and develop better processes and approaches to work Drive a culture of achievement and acknowledge input of others Investigate and create opportunities to enhance the achievement of organisational objectives Make sure others understand that on-time and on-budget results are required and how overall success is defined Control output of business unit to ensure government outcomes are achieved within budget Progress organisational priorities and ensure effective acquisition and use of resources Seek and apply the expertise of key individuals to achieve organisational outcomes Results Understand the links between the business unit, organisation and the whole-of-government agenda

5 NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Plan and Prioritise Results Demonstrate Accountability Business Enablers Technology Ensure business plan goals are clear and appropriate including contingency provisions Monitor progress of initiatives and make necessary adjustments Anticipate and assess the impact of changes, such as government policy/economic conditions, to business plans and initiatives, and respond appropriately Consider the implications of a wide range of complex issues, and shift business priorities when necessary Undertake planning to transition the organisation through change initiatives and evaluate progress and outcome to inform future planning Assess work outcomes and identify and share learnings to inform future actions Ensure that actions of self and others are focused on achieving organisational outcomes Exercise delegations responsibly Understand and apply high standards of financial probity with public monies and other resources Identify and implement safe work practices, taking a systematic risk management approach to ensure health and safety of self and others Conduct and report on quality control audits Identify risks to successful achievement of goals, and take appropriate steps to mitigate those risks Show commitment to the use of existing and deployment of appropriate new technologies in the workplace Implement appropriate controls to ensure compliance with information and communications security and use policies Maintain a level of currency regarding emerging technologies and how they might be applied to support business outcomes Seek advice from appropriate technical experts to leverage information, communication and other technologies to achieve business outcomes Implement and monitor appropriate records, information and knowledge management systems protocols, and policies