Position Description: Business Improvement Analyst
Position Number(s)
005636
Manager’s Role Title
Manager IS Support Services
Business Group
Business Services
Manager Once Removed
Chief Information Officer
Level of Work
VI SA Water Hierarchy Level
Direct Report’s Role
Title(s)
Not applicable
1.1 Purpose (Unique value add)
Develop and implement business improvement initiatives to drive efficiency through IS processes and to support delivery of the IS Business Plan. Ensure
effective change management is in place to optimise business improvement value and maximise consistency across the Information Services (IS) business
unit.
1.2 Objectives
The objectives (maximum 6) of this role are to:
 Coordinate the development and implementation of a business improvement program for IS ensuring alignment to the IS Business Plan
 Lead, manage and deliver cross-functional and cross-divisional improvement initiatives
 Proactively review and analyse IS processes and coordinate the implementation of strategies to streamline workflows
 Ensure effective knowledge management systems are in place
 Support IS@Work communication (e.g. what’s new, IS user guides, IS user education)
1.3 Shared Organisational Goals
As a member of the Business Services Group you are collectively accountable for delivering our goals and objectives.
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Position Description: Business Improvement Analyst
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Position Description: Business Improvement Analyst
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Position Description: Business Improvement Analyst
SA Water
1.4 Key Accountabilities
Select relevant objectives from section 1.3 of this PD: Our Strategy 2016-2024 (also available on the AquaNet) and add them to the table as key
accountabilities.
The key accountabilities (minimum 4 and maximum 6 including the mandatory ones), of this role are:
Key Accountabilities
Output/Measures
Mandatory accountability:
 Implement the direction set by your people leader.
 Complete specific tasks allocated.
Contribute effectively to the team ensuring efforts
are aligned toward achieving team goals
 Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem
solving.
 Actively contribute to creating a culture of service excellence.
Mandatory accountability:
Put safety above all else
 Be aware of and apply roles and responsibilities in accordance with WHS Roles and Responsibilities Procedure.
 Take responsibility for the safety and wellbeing of yourself and others including your own fitness for work (e.g.
under the influence of drugs, alcohol and/or fatigue).
Coordinate the development and implementation of
a business improvement program for IS ensuring
alignment to the IS Business Plan
 Develop improvement proposals and consult with IS leads to agree implementation plans.
 Initiatives under the business improvement program are delivered.
Initiate, lead and manage implementation of
improvement initiatives
 Business improvement initiatives are proactively identified and delivered.
 Review and analyse IS processes and coordinate the implementation of strategies to streamline workflows.
 Tracking mechanisms developed to monitor success of initiatives.
 Govern and lead process and workflow improvement initiatives to embed into day to day IS activities.
 Assist in the development and maintenance of accurate and current work instructions, policies and procedures
for the IS business unit.
 Ensure effective change management is in place which is measured through customer satisfaction surveys.
 Conduct training of IS staff in new work practices and processes.
Ensure effective knowledge management systems
are in place

Maintain an orderly structure for IS knowledge (e.g. IS@Work, Service Desk Knowledge Base, IS Business
Management System) and the underpinning functions:
o Discover knowledge
o
Build knowledge
o
Enhance accessibility of knowledge
 Establish and maintain relevant IS processes, procedures, work practices and forms.
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Position Description: Business Improvement Analyst
SA Water
Key Accountabilities
Output/Measures
Monitor IS@Work communications, both with IS
users and staff and assist in its maintenance
 Coordinate IS@Work communication (e.g. what’s new, IS user guides, IS user education).
 Accurate user information in document management system (BMS) - forms, user guides, processes.
 Relevant IS user training.
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Position Description: Business Improvement Analyst
SA Water
1.5 Lead Behaviours
Uphold SA Water’s Values:
 Put safety above all else
 Act in the best interests of customer and the community
 Seek and apply better ways
 Respect our people
 Be trustworthy
Lead Behaviours - The “HOW”
Output/Measures
1.
 Anticipates needs of customer and follows through.
 Makes decisions that take into account value for customer.
Customer Focus
 Speaks up and identifies problems arising.
2.
Collaborate for Success
 Works co-operatively with others to achieve the best outcomes.
 Maintains effective working relationships with others in the team and across the business.
 Treats people in an honest, courteous and respectful manner.
3.
Self-Management
 Focuses on delivering services despite challenges.
 Presents ideas clearly and concisely.
 Is responsive to the changing needs of our customers and business by adapting to change.
4.
Achieve Results
 Takes personal responsibility for mistakes and learns from them.
 Looks for ways to continually improve and finds better ways.
 Focuses on achieving outcomes using good judgement and quick decisions that lead to business success.
5.
Safety Culture
 Puts safety first when making decisions.
 Adheres to safety processes and procedures and reports when things are ‘not right’.
 Openly communicates ways of improving safety.
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Position Description: Business Improvement Analyst
SA Water
1.6 Knowledge, Skills and Experience
Foundation knowledge, skills, experience and qualifications
Essential or Desirable
Tertiary qualifications in related technical / business areas or equivalent work experience
Desirable
Demonstrated experience in business and process improvement, for example the implementation of LEAN or Six Sigma Principles
Essential
Demonstrated experience in coaching and training
Desirable
Demonstrated experience in change management
Essential
Strong working knowledge of project management methodologies and tools
Desirable
Proven ability in conceptual thinking
Desirable
Ability to analyse and design business processes
Essential
Ability to influence others, build rapport and make positive change
Essential
Strong technical background
Essential
High quality focus with high attention to detail
Essential
Excellent organisational skills
Essential
Very strong focus on customer service
Essential
Excellent analytical and creative problem solving skills
Desirable
Extensive experience in IT Service Management
Desirable
Extensive experience in Quality Management (including process management)
Desirable
Strong understanding of current trends in the application of technology for business improvement
Desirable
Strong understanding of IS system support policies and processes
Desirable
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Position Description: Business Improvement Analyst
SA Water
1.7 Key Stakeholder Relationships
 SA Water business personnel
 SA Water IS personnel
 SA Water IS Management Team
 CPMO
 Assurance & Risk
 Compliance
1.8 Special Conditions
 Flexible hours and some after hours as required, some intra and interstate travel.
Template: Position Description - L6-L7 Employee Version 3.00 21/06/16 -Document ID: SAWT-HR-0023
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