Position Description: Service Design and Transition Analyst
Position Number
000163/005832
Manager’s Role Title
Service Design and Transition Lead
Business Group
Business Services
Manager Once Removed
Manager IS Customer Services
Requisite Organisation
Level of Work
I Quality
Direct Report’s Role
Title(s)
Not applicable
V SA Water Heirarchy Level
Purpose (Unique value add)
Responsible for providing analysis and support for the design and transition of new or changed services for introduction into SA Water’s production
environment.
Objectives
The objectives (maximum 6) of this role are to:
 Support the ITIL service design and transition functions within IS department.
 Assist with cross-business coordination and communication of service design and transition activities (e.g. Service Catalogue’s designing, implementation
and update, planned changes and releases, potential implications etc.).
 Produce required service design and transition reports and documentation.
 Responsible for producing quality, secure and resilient designs for new or improved services with IS Service Catalogue.
 Continually adapt to business requirements and demand, enabling the business to meet its objectives.
 Contribute to the communication of new services to the business.
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Position Description: Service Design and Transition Analyst
SA Water
Key Accountabilities
The key accountabilities (minimum 4 and maximum 6) of this role are:
Key Accountabilities
Mandatory accountability:
Weighting
20%
Contribute effectively to the team ensuring efforts
are aligned toward achieving team goals
Output/Measures
 Implement the direction set by the Manager/Coordinator/Supervisor/Team Leader.
 Complete specific tasks allocated.
 Collaborate effectively to ensure team goals are achieved by providing input into decision making
and problem solving.
 Demonstrated contribution to agreed engagement and cultural development initiatives within
team.
Service Catalogue Management
25%
 Ensure that all relevant aspects are considered during service design of existing Service Catalogue.
 Responsible for deciding if the clients' requirements can be fulfilled or must be renegotiated.
 Manage all Service Catalogue related requests and responsible for the updating and management
of the Service Catalogue for each of the IS services offered to the business.
 Ensure that the service management tool (ServiceNow) is populated with correct information
before going live and during the implementation phase.
 Ensure all team activities are in alignment with the SA Water strategies (business and IS),
enterprise architecture, methodologies, standards and policies.
Service Level Management
25%
 Manage all service design and transition management related requests (standard and non
standard).
 Assist in providing Customer Service teams (i.e. Service Desk, Asset Management) with continual
updates and readiness assessment on projects and other related activities.
 Ensuring all documentation pertaining to the deployment of new projects/services is correct and
is handed over to the operational teams to be maintained.
 Working with change and release management to set stakeholder’s expectations regarding any
change, raising awareness of the change justification and benefits.
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Position Description: Service Design and Transition Analyst
Key Accountabilities
Communication and Coordination
SA Water
Weighting
20%
Output/Measures
 Responsible for the coordination and communication of new and change in existing business
services implementation.
 Assist in coordination of new release and changes which are processed through the weekly Change
Readiness and Approval Board.
 Demonstrated ability to build ongoing positive relationships with key customers and stakeholders
to ensure the delivery of excellent customer service.
Service Quality and Delivery
10%
 Provide quality IS services to meet the service levels required by the business.
 Responsible for tracking and reporting on effectiveness of the new service once in operational
status over a measured time period to ensure that project deliverables meet expectations.
 Assist in risk and dependency identification mitigation related to service design and transition
function with both service and project management domain.
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Position Description: Service Design and Transition Analyst
SA Water
Behavioural Competencies
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
Behavioural Competencies
Customer Focus
Weighting
20%
Output/Measures
 Anticipates needs of customer and follows through.
 Makes decisions that take into account value for customer.
 Speaks up and identifies problems arising.
Collaborate for Success
20%
 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.
Self-Management
20%
 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.
Achieve Results
20%
 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.
Safety Culture
20%
 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: Service Design and Transition Analyst
SA Water
Knowledge, Skills & Experience
Foundation knowledge, skills, experience & qualifications
Essential or Desirable
University degree in related technical/business areas or equivalent work experience
Desirable
ITIL Certification (minimum to Foundation Level) in the relevant ITIL V3 Service Lifecycle or Service Capability modules
Essential
Understanding of ITIL service design and transition functions and knowledge
Essential
Strong issue management and resolution skills
Desirable
A strong customer service and work ethic
Essential
Well rounded understanding of technology operations and business processes
Desirable
High degree of flexibility and ability to manage multiple tasks and deadlines
Desirable
Excellent written and verbal communication skills
Essential
Ability to manage stakeholder and team member expectations
Essential
Ability to establish strong working relationships with stakeholders to achieve required outcomes
Desirable
Strong client focused approach and experience in customer relationship management
Desirable
Strong team building and interpersonal skills
Essential
Demonstrated experience building, integrating and deploying application
Desirable
Management of configuration items in an application development environment
Desirable
Experience in client focused approach and experience in customer relationship management
Essential
Previous change management experience or related service management experience
Desirable
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Position Description: Service Design and Transition Analyst
SA Water
Job Family, Job Group & Job Profile
Further learning and development will be decided by management in accordance with the SA Water Job Profile for this position.
Job Family
Job Group
Job Profile
Key Stakeholder Relationships
 IS Management Team
 SA Water business personnel
 SA Water IS personnel
 SA Water/IS Project Teams
 Contractors and consultants
 IS service providers
 Technology vendors
 Internal and external audit
 SA government agencies
Special Conditions
 Flexible hours and some after hours as required, some intra and interstate travel
Template: Position Description - Level 5 Employee Version 2.00 09/07/15
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