DESCRIPTION

The world around us is changing, and hopefully you've noticed that Telstra is changing too. We're putting the customer at the centre of everything we do, and we need your help to do that!

An exciting opportunity exists to be part of Telstra's Procurement team, whereby you get to play a major role in striking the best value deals with the right suppliers for Telstra and its customers.

Our Procurement team is evolving to meet the strategic requirements of our business. We are motivated to be agile, nimble and trusted advisors to manage our core whilst looking ahead strategically to support the growth areas of our business.

ABOUT THE ROLE

As a Procurement Specialist, the purpose of the role is to enable our Procurement team to operate in a commercially astute and agile way across the business through effective supplier, category and stakeholder management.

SOME OF THE SPECIFICS AND KEY ACCOUNTABILITIES

• Using your contract management experience to achieve the delivery of the defined programs of work, including what is specified in the roles key technical performance accountabilities, within prescribed legal and commercial parameters and agreed budget.
• Proactively identify risk to program delivery and develop risk minimisation and management strategies
• Operationalise and implement the agreed plan, escalating unanticipated variations for approval
• Communicate and ensure understanding of agreed business plan to own business area
• Contribute to and/or coordinate the development of the business plan, goals and measures
• HSE Responsibility: Take reasonable care for your own safety and the safety of others, comply with and implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or procedure, and support Telstra to meet its duties under the relevant safety and environmental legislation.
• Assist in the strategic sourcing process as vendor management subject matter expert
• Participate in the implementation of agreements
• Review and analysis of supplier performance, ensuring effectiveness of suppliers and contract KPI’s are achieved
• Development and maintenance of relationships with the supplier portfolio and ongoing management of the commercial relationship with the vendor.

WHAT YOU'LL BRING

• Procurement experience ideally from within the finance environment or telecommunication industry
• Tertiary qualifications in business, finance or a related field
• Change management experience
• Sound understanding of finance

Roles at this level are regarded as experts who will be capable of dealing with a range of moderately complex issues often requiring them to participate in designing or developing solutions, or resolving issues that will be implemented by Operational employees.

SOUND LIKE YOU?

If you have the drive and passion for delivering a brilliant, memorable and unique customer experience, and are excited by the opportunity to be part of a team where you're trusted to deliver, empowered to achieve, and developed to reach your full potential – this could be the perfect role for you!

So what are you waiting for? It's time to connect to a future created by you.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

At Telstra, we’re thinking big; with ambitious growth plans and a vision to be a world class technology company that empowers people to connect.

As the Risk Specialist (12 Month Fixed Term) you will be responsible for general business functions relating to the risk programs across NBN Delivery, which is responsible for overseeing and enabling Telstra’s risk obligations in the Definitive Agreements and Migration Plan.

Reporting to the Risk & Compliance General Manager you will be part of the NBN & Commercial Delivery team where you’ll do work on a scale you can’t elsewhere. You’ll be exposed to many new challenges, to leading edge technology, systems and methodologies. You will be working on projects such as being the “first line of defence” within the Telstra Risk Management Framework. You'll be challenged and stretched, but you'll also be rewarded. The work is complex and stimulating, but with that comes a great sense of achievement.

Success in this role will see you become aligned with Telstra’s values of; make the complex simple, better together, create a brilliantly connected future for everyone, show you care and trust each other to deliver.

You’ll have various accountabilities, however some key focuses include;

• Liaising with the teams in nbn & Commercial Delivery space to ensure the consistent, standardised and integrated adoption of specialist risk programs align with Telstra Operations risk framework
• Challenge validity of risks, controls and their treatments, and monitor emerging risks to provide a timely and insightful view of nbn & Commercial Delivery risks for the group and for Telstra Operations
• Ensure a risk management operating rhythm exists within nbn & Commercial Delivery and coordinate and manage risk reporting (risk profile, and relevant Material and Principal Risks),
• Consistently and regularly identifying, analysing, advising and reporting on risks facing the business in a timely and accurate manner;
• Monitoring the controls and treatment plans in place across the nbn & Commercial Delivery business to provide guidance.

• Providing timely & accurate reports regularly to management and stakeholders

What are we looking for?

We are looking for the best people in their field, you will have high attention to detail and a passion for risk management, in addition we would also like to see;

• A proven credentialed professional in risk management
• Experience in completing risk assessments and delivering treatment recommendations across a range of subject matter areas, including complex environments;
• A proven track record of excellent stakeholder skills including influencing skills and the ability to coordinate diverse groups of people of differing backgrounds;
• Excellent communication skills and the ability to prepare and deliver presentations to leadership teams, develop and deliver training materials and represent the team in wider forums

What else should I know about working at Telstra?

You will be constantly amazed at the wealth of knowledge and experience that exists in Telstra, and will learn something new every day. What you’ll enjoy the most is that there is always something new to work on and someone new to meet and learn from.

We're on a journey to transform from a modern day telco to a future focused tech co. That means major innovations in our products and services, systems and processes, culture and mindset – and that's where our people come in, come and join us on our journey!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

About the role:

There’s no other communications company in Australia that has the range of opportunities on offer like at Telstra! We are a company that shapes the world of tomorrow through technology, join the team and further your career in more ways than you can imagine.

Telstra’s Operations unit is responsible for all aspects of the design, engineering, architecture, construction, and operation of Telstra networks, technology and information technology, plus the delivery of customer services. We're working hard to become a world-class technology & service organisation and are looking for a driven Senior Security Applications Specialist to join our Security Technology Operations (STO) team.

STO team is tasked with application support of all Telstra security applications utilised to monitor and action security events impacting Telstra and contracted Telstra customers. As the Senior Security Applications Specialist, your primary responsibility is to provide technology and process leadership in L3 incident support, training / documentation, configuration management, system administration / backups, problem management, release management, change management, and project support. In this role you will also have a focus on Complex Fault Investigation, Project participation and operational improvement.

This is no ordinary role, your high level of technical ability and stakeholder management, in addition to motivation, attention to detail and initiative, together with a commitment to achieve operational excellence will see you succeed in this role. In addition, you will provide technical leadership for Telstra’s customers, stakeholders and engineering; undertake day to day operational tasks, network audits, network activity reviews and proactive maintenance tasks; as well as ensure the required service levels and reliability are maintained, coupled with assisting with the delivery of projects and solutions into the environment. 

To be successful in this role, you will have the following experience/qualifications/attributes:

• Proven leadership and collaboration skills with the ability to technically lead a highly skilled team driving ongoing improvement.
• Solid working knowledge across several of the following security applications used by STO: AGS, Archsight, CyberArk, McAfee products (MVM, AV, ePO, DLP), Arbor, ADOSP, Falcon Crowdstrike, FireEye, Tripwire (TE/TLC), Avecto, SAST & ZIPS)
• Expert knowledge in Cisco UCS, Cisco Virtualised Networking or Endace technologies & Windows Operating Systems
• Experience in leading and collaborating on complex high severity incident bridges
• Experience in proactive problem management of all platforms to remove "time bombs" and maximise availability.
• Excellent oral and written communication skills, ability to communicate and influence all levels of IT & Engineering (executives to  expert staff)
• Proven experience in a programming/scripting tool such as bash, Python, Ansible will be highly regarded

In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now!

Benefits and Career Path:

Working for the most successful Telco Company in Australia also brings with it some great benefits, including: Working with the top IT Specialists in the APAC Region who provide support and mentoring, Substantial discounts on a range of Telstra products (including FOXTEL), Financial benefits such as Telstra Share Options, Great Salary Packaging Options and discounts on various retail, health and fitness and entertainment areas, Excellent work/life balance that allows you to have an excellent divide of personal needs and work commitments and performance bonuses*. Check out our website for more information and testimonials from our Employees.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit https://careers.telstra.com/allrolesflex

A little bit about us…

Do you think secure SDLC, "security as code", “shifting left”, security automation and scalability, and DevSecOps is the future? We're building this at Telstra.

Welcome to Secure Code, we are a part of Telstra's Cyber Security team, and we are looking to move into a Greenfield operation, tackling security issues from project conception.

We have established a brand new team at Telstra (one year old) focussed solely on application security and secure code related initiatives. The intent is to enable the business to be “self-sufficient” in practicing security so they are able to provide quality and secure code, at speed.

Our aim is simple: “secure every line of source code owned by Telstra, as early as possible, whilst still enabling the organisation to move fast.”

Our strategy is simple and centres of 3 key pillars:

1. People: Provide projects with access to application security expertise to enable secure solutioning, expedite security approvals, impart knowledge, influence security culture, build rapport, mentor and guide.
2. Process: Enable developers to become “security ninjas” and learn secure coding by providing them with access to a technical application security training and development program.
3. Tools: Integrate security automation into the software development lifecycle to support early feedback loops to developers regarding security defects in their code, ultimately reducing the overall cost of remediation.

The Secure Code team's mandate is global. We will be responsible for securing every line of source code owned by Telstra, whether the code is developed by Australian-based internal developers, offshored developers, vendors engaged on long terms MSA's, vendors engaged on short term SOWs, or inherited via recent M&A activity (such as Telstra International and Telstra Health).

It's an exciting prospect and the ability for this team to make a difference to Telstra's overall security posture is vast. There are not many large enterprises in the world who have mature, well-established application security and secure code review programs and so this presents a real opportunity for Telstra to 1) "do it properly" and 2) lead the way with regard to secure software development.

Be part of this exciting journey at Telstra as we become a world-class technology company!

In this role as the Secure Code Specialist, your key responsibilities include but not limited to: 

• Be the face / front-door of the “Secure Code Team” in your region.
• Support the Secure Code Team’s objective of “securing every line of source code owned by Telstra, as early as possible, whilst still enabling the organisation to move fast.”
• Act as a technical subject matter expert in application security testing and secure source code development.
• Recommend and negotiate practical security improvements to mitigate application vulnerabilities.
• Assist with defining, shaping and executing the Secure Code team’s strategy centred around “enablement” through access to security expertise, security automation tooling and secure code training.
• Perform ad-hoc technical secure code reviews / engagements for critical Telstra projects including triage, scoping and execution to identify common application security vulnerabilities.
• Promote the concept of “shifting left” to enable the organisation to produce quality and secure code, at speed.
• Mature and contribute to overall team performance by working “on the business” and “in the business” when required to ensure the Secure Code team is constantly “high performing”.
• Work collaboratively with the Secure Code Manager and other Senior Security Code Specialists (globally) to drive forward the Secure Code strategy. Be part of the Secure Code leadership team and provide direction and input into future capability, resourcing, roadmaps, and operations.
• Act and/or represent the Secure Code Manager as and when required.

What we are looking for:

To be successful in this role, you will have the following experience and qualifications: 

• Seasoned security professional with a strong application security background and a passion for secure SDLC.
• Experience rolling out an enterprise grade application security and/or secure code program.
• Strong understanding of application security architecture principles including transport security, authentication, authorisation, threat modelling, and logging and monitoring.
• Excellent knowledge and hands-on experience identifying and remediating common application security vulnerabilities in source code.
• Demonstrable experience performing security engagements / reviews of software and applications for vulnerabilities, including typical web and mobile applications, consumer platforms, critical telecommunications code and infrastructure management code.
• Demonstrable exposure to modern software development tools and processes. Experience as a developer / software engineer is a significant advantage.
• Exposure to various design and delivery methods & methodologies, including Waterfall, Lean, Agile and DevOps.
• Experience building, integrating and using security automation tools, especially in CI/CD context.
• Experience in developing and/or contributing to strategy or standards documentation, including application security standards and coding guidelines.
• Excellent written and oral communications skills is essential.
• Excellent client engagement and consultative manner.
• Ability to lead and manage.

In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now!

Benefits and Career Path:

Working for the most successful Telco Company in Australia also brings with it some great benefits, including: Working with the top IT Specialists in the APAC Region who provide support and mentoring, Substantial discounts on a range of Telstra products (including FOXTEL), Financial benefits such as Telstra Share Options, Great Salary Packaging Options and discounts on various retail, health and fitness and entertainment areas, Excellent work/life balance that allows you to have an excellent divide of personal needs and work commitments and performance bonuses*. Check out our website for more information and testimonials from our Employees.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit https://careers.telstra.com/allrolesflex

At Telstra, we’re thinking big; with ambitious growth plans and a vision to be a world class technology company that empowers people to connect.

As the Business Specialist- Information Security you will be responsible for performing general business functions relating to the Information Security programme across NBN Delivery, which is responsible for overseeing and enabling Telstra’s compliance with the information security obligations in the Definitive Agreements and Migration Plan, and all commercial contracts run by the nbn & Commercial Delivery group.

Reporting to the Information Security Lead, you will be part of the Business Operations Team where you’ll do work on a scale you can’t find elsewhere. You will be working on tasks such as being responsible for the NBN Gatekeeper function that manages access to systems containing confidential nbn co information.

You'll be challenged and stretched, but you'll also be rewarded. The work is complex and stimulating, but with that comes a great sense of achievement and ownership.

Success in this role will see you adhere to and support system and business processes within the delivery teams to meet Telstra’s obligations under the NBN agreements.

You’ll have various accountabilities, however some key focuses include;

• Assist in ensuring that Commercial & Contract Management meet target budgets and revenue by tracking compliance with agreed targets 
• Develop and maintain tracking and reporting frameworks
• Monitoring and update where required, our training and communications program to ensure all staff understand their obligations
• Maintain our System Discovery program that strives to capture all systems containing confidential information
• Maintain our assessment and remediation program to ensure systems meet standard
• Analysis of operational and business performance data and identification of areas for continual improvement
• Coordinate the collection and consolidation of operational weekly reports
• Assist with the development of process improvement and remediation plans

What are we looking for?

We are looking for the best people in their field, you will be process driven and are passionate about compliance, in addition we would also like to see;

• Tertiary Qualifications in Business, IT or similar
• Exposure to Information Security/Risk programs
• Strong Stakeholder engagement skills
• High level of governance understanding
• Ability to work autonomously

What else should I know about working at Telstra?

You will be constantly amazed at the wealth of knowledge and experience that exists in Telstra, and will learn something new every day. What you’ll enjoy the most is that there is always something new to work on and someone new to meet and learn from.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

We’re looking for a Network Service Modelling & Design Architect to join our Networks team, within our Telstra Operations business. You’ll be part of our Network Evolution (NE2020) Architecture organisation focused on delivering Telstra’s Network as a Service architecture.

About our team

Our Network as a Service team are accountable for transitioning our current legacy platforms and networks to our NE2020 vision.

Our team is responsible for reengineering of how network services are developed, deployed and consumed. We aim to design and implement a consistent “API, Data and Orchestration” framework across network services, ITS and products.​ By driving consistency of interfaces, we will enable the business to make changes to existing technologies, or adopt new technologies, with minimal customer impact, leverage highly re-usable software-defined building blocks to orchestration and service activation, reducing customer and engineering time from months to minutes, and enable technology innovation using SDN /NFV. ​

Based in Melbourne you’ll play a foundational role in once in a generation transformation of Telstra’s Networks.

The role with us

You’ll provide leadership in network services design processes to enable Telstra to transition to the Network as a Service vision and enhance the success of network business as we move to the new architecture.

You will become the expert consultant to Network Technology Areas in critical areas of architecture to help them align with the NE2020 vision. You will help identify near term Network Services for each Network Services Domain and provide guidance to the Service Owner Network Domains to transform from current operating model into NE2020 model for Networks by offering meaningful Network Services. You will also promote collaboration between Digitisation and NE2020 to design Network Services in a common service design and simulation environment to encourage service re-use and network abstraction.

Key accountabilities:

• Understanding Telstra network components, network architectures, and services to be able to use this knowledge to drive the definition of meaningful and abstracted network services.
• Possessing and developing thorough understanding of existing and evolving industry standards in order to ensure industry alignment of Telstra’s NE2020 architecture and outcome.
• Developing network solutions, applying network service APIs and data models, network service platforms, and API based network management technologies.
• Guiding domains and service transition planning and risk assessment; identifying of scope, goals, risks, dependencies, phasing, mitigations and appropriate automated test strategies, managing visibility across all affected teams.
• Providing reviews of network and solution documentation for completeness, automated traceability.
• Translating Digitisation needs and requirements, using NE2020 principles into realisable Network Services. Digitisation is a business-led program driving a cross-company approach and outcomes for creating great digital experiences enabled by modern digital platforms delivered through digital way of working.
• Assisting Network Domains to develop technology roadmaps that leverage opportunities from evolving and future technologies in alignment with NE2020 vision.
• Making technology investment and business asset recommendations and assessments based on extensive knowledge of new and emerging Network technologies.
• Assessing capability of Network vendor solutions and offerings to meet business requirements and manage vendor technology delivery to align with NE2020 vision.

What you’ll bring

You will have an appropriate tertiary qualification in Engineering and/or Network Computing, coupled with hands-on experience in Network and Cloud Architecture.

With relevant professional experience, you will have the ability to influence, lobby and manage architecture delivery at with GM level stakeholders.

You will have a broad knowledge of Network Technologies & Network Services and an appreciation of IT concepts and modern software engineering practises.

Crucial for this role will be your ability to deploy integrated networks and solutions, transition to new networks and solutions, whilst optimising performance and managing business and commercial agreements.

Work at the leading edge

With the scope of the projects and the size of Telstra, the opportunities to develop and grow your career with us in a creative environment and a success-based culture are endless. Be part of a world-class team at the forefront of Australia’s emerging networks technology landscape, delivering emerging and innovative solutions on a scale you won’t find elsewhere.

Telstra’s committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Primary responsibilities

• Administering the ServiceNow instances including managing the overall security of the platform, configuring Service Level Agreements (SLAs), developing workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions
• Develop 3rd Party application/System integration with ServiceNow
• Develop the customized portal web pages in ServiceNow
• Supporting the design and development of requirements for the CMDB with automated processes for gathering and populating CMDB data
• Developing a variety of application types on the ServiceNow platform from basic apps based on templates through fully customised applications
• Build reusable components (update sets, applications, etc.) that can be leveraged by multiple business in the ServiceNow ecosystem
• Integrating Service-Now with other Applications using Web-Services APIs e.g. REST and Microservices

• Perform risk assessments and testing of periodic ServiceNow product upgrades to ensure ongoing stability of the platform

   

  Candidates should have:

  In order to be successful in this role, Candidate should have:

• 3+ years of experience in supporting and development of domain separated ServiceNow platform and has passion for software development along with DevOps exposure.
• Bachelor’s/Master's degree in Computer Science or related discipline.
• Proficiency in JavaScript, JSON, AJAX, CSS, XHTML and XML.
• Administration of the ServiceNow instances including the modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions.
• Build self-service portal for end users that complies with an industry standard.
• Expertise in advanced ServiceNow development activities in Domain Separated environment including Scripted REST, Service Portal, Jelly, Processors, UI Pages, UI Macros, etc.
• Exceptional debugging, testing, and problem solving skills.
• Ability to develop integrations to third party systems/applications (such as LDAP, Active Directory, APIGEE, Single Sign On, CRM, JIRA) using web services and other integration method.
• Experience in custom application development in Servicenow platform.
• Experience working within an agile SDLC environment, utilizing scrum-based projects and user stories to define and work development tasks.

• Creation and customization of the core applications such as Incident, Problem, Change and Service Catalog in ServiceNow.

• Comprehensive knowledge of large organisation operating models and associated business practices.

   

  Certifications:

   

• ServiceNow certification (Administrator is a must-have, Developer or Implementation Specialist are preferred)
• ITIL v3 Foundation is preferred.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

Primary responsibilities

• Administering the ServiceNow instances including managing the overall security of the platform, configuring Service Level Agreements (SLAs), developing workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions
• Develop 3rd Party application/System integration with ServiceNow
• Develop the customized portal web pages in ServiceNow
• Supporting the design and development of requirements for the CMDB with automated processes for gathering and populating CMDB data
• Developing a variety of application types on the ServiceNow platform from basic apps based on templates through fully customised applications
• Build reusable components (update sets, applications, etc.) that can be leveraged by multiple business in the ServiceNow ecosystem
• Integrating Service-Now with other Applications using Web-Services APIs e.g. REST and Microservices

• Perform risk assessments and testing of periodic ServiceNow product upgrades to ensure ongoing stability of the platform

   

  Candidates should have:

  In order to be successful in this role, Candidate should have:

• 3+ years of experience in supporting and development of domain separated ServiceNow platform and has passion for software development along with DevOps exposure.
• Bachelor’s/Master's degree in Computer Science or related discipline.
• Proficiency in JavaScript, JSON, AJAX, CSS, XHTML and XML.
• Administration of the ServiceNow instances including the modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions.
• Build self-service portal for end users that complies with an industry standard.
• Expertise in advanced ServiceNow development activities in Domain Separated environment including Scripted REST, Service Portal, Jelly, Processors, UI Pages, UI Macros, etc.
• Exceptional debugging, testing, and problem solving skills.
• Ability to develop integrations to third party systems/applications (such as LDAP, Active Directory, APIGEE, Single Sign On, CRM, JIRA) using web services and other integration method.
• Experience in custom application development in Servicenow platform.
• Experience working within an agile SDLC environment, utilizing scrum-based projects and user stories to define and work development tasks.
• Creation and customization of the core applications such as Incident, Problem, Change and Service Catalog in ServiceNow.
• Comprehensive knowledge of large organisation operating models and associated business practices.

Certifications:

• ServiceNow certification (Administrator is a must-have, Developer or Implementation Specialist are preferred).
• ITIL v3 Foundation is preferred.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

Key Accountabilities:

• Develop, Deploy and improve specific technologies and their interaction with Telstra processes and systems to deliver products and services to customer business units
• Achieve a well-defined, functioning and repeatable set of key business, with product owners and technology processes to ensure consistent quality is maintained
• Perform application performance, load analysis and assist in capacity planning as required to support the solution
• Peer Review and integrate all application requirements, including functional, security, integration, performance, quality, and operations requirements
• Learn new technologies quickly and able to implement the same
• Technology Assessments and Estimation of new features
• Participate into Technology POCs and technical forums to share knowledge

Core Capabilities / Technical Skills:

Good experience in software development environments for high availability

• Experience in Amdocs OSS stack
• Proficiency in technologies like Core Java, JSP, Servlets, Web Services
• Telecom experience: Amdocs SOM, USM, MEC, ODO, Netcracker, Oracle OSS
• Build Tools: Maven, Ant, Gradle
• Development: Java, J2EE, Spring, SQL/PL-SQL.
• Code Repository: Bitbucket, Git, Github, Perforce

Demonstrated experience in Agile methodology:

• Demonstrated experience working with virtual, cross functional and cross organisational team members.
• Capable of working with ambiguity and driving resolution of open ended assignments. With a high level of change.
• General depth of experience allowing ability to rapidly come to an understanding of new technologies.
• Continuous Delivery, Cloud, PAAS, SAAS, Infrastructure as Code

Qualifications/Experiences:

5-10 Years

Degree level IT qualifications in Software or Systems Engineering.

Expertise in any of the OSS products. Amdocs OSS stack is preferable.

Good understanding in continuous integration.

Expertise in Java, J2EE programming

Solving complex problems related to automation and agile CICD processes.

Engaging and influencing internal stakeholders such as operations, architects and various business groups

Excellent verbal and written communication skills

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Role Summary:

Working as part of the Operations Support team under Productivity and business optimisation, this role will be responsible for undertaking a methodical and forensic approach to truly understanding our customers and our business, and partnering across Telstra to influence continuous improvement programs, drive knowledge and reporting alignment and shape service design that will reduce customer effort, simplify the customer and agent experience and drive advocacy.

Key Accountabilities:

UNDERSTAND CUSTOMER DEMAND PROFILE AND OPERATIONAL PERFORMANCE PER DEMAND

Understand true customer demand and fluctuation in volume and performance

• Review output of Customer Experience teams on a monthly basis to identify and articulate changes in performance
• Assess volume and performance against known and expected initiative.

Prioritise root cause analytics against volume and performance

• Review current priorities on a monthly basis
• Monitor and assess overall program plan to ensure key analytical and improvement activities are on track 

USE A FORENSIC AND METHODICAL APPROACH TO ANALYSE CUSTOMER DEMAND AND IDENTIFY PAIN POINTS

• Conduct high level root cause analysis to explain volume
• Develop a high level view of customer and business insights per demand
• Develop prioritisation of detailed root assessment and initial hypothesis
• Deliver a phase 1 summary of insights for further insights or handover to the ‘New Opportunity Assessment’ team

Identify key product and process pain points that drive the need for customer effort

• Assess product configuration against customer experience to identify drivers of customer pain and effort
• Partner with Product teams to surface pain points identified per demand, both as a reactive improvement opportunity as well as shaping future design
• Identify process and system related issues that can be fed into an ongoing continuous improvement program
• Deliver a clear summary of pain points and opportunities with clearly defined problem statements, proposed solutions and capital requirements, and an articulated return on investment

Identify opportunities to further drive our digital first strategy

• Using the most recent demand analysis and overlaying known self service coverage, identify the effectiveness and adoption of self service capability per demand, inclusive of digital assets and IVR capability
• Develop recommendations to build new capability, enhance existing capability or increase adoption across demands
• Engage the relevant teams across Telstra to share insights and support any business case requirements
• Articulate the ROI as an overall productivity benefit

Use insights to provide starting direction and ongoing support to enabling our front line to deliver world class service per demand

• Share demand based insights with ‘Best Methods’ team to inform key drivers of customer contact, operational or systemic issues that have been identified and opportunities to enable or front line to deliver consistent world class service
• Provide volume insights to support business cases related to process guidance

ROBUST PROGRAM AND STAKEHOLDER MANAGEMENT

Identify key stakeholders and develop a strong operating rhythm

• Provide strong thought leadership to share insights, gain commitment for support and influence direction across multiple stakeholders
• Challenge the business by asking ‘why’, to ensure solutions being designed are addressing real customer and agent pain points 
• Establish an ongoing operating rhythm and comms strategy to keep stakeholders informed

Ensure all required process documents are completed on time and at a high standard

• Complete project charters and required strategy and delivery documents as required
• Ensure delivery is in line with program timeframes and is documented through central program database, including status updates and benefits

Qualifications:

1. At least 2 years experience working in a sales and service based role in a call centre or retail environment;
2. Experience in a high volume and fast paced environment which is structured and monitored;
3. Six Sigma certification an advantage with at least 2 years of working experience in Continuous Improvement, Change Management, Process Improvement, or Project Management
4. Experience in analysing and reporting data\
5. Experience in a coaching, managing, mentoring role
6. Degree holder from a reputable institution of higher learning preferred
7. Proficient with various office productivity applications particularly  Excel and PowerPoint