What you'll do Analyse and interpret a range of historical customer demand metrics to create forecasting and resourcing plans that inform resourcing strategies that maximise 1st level support response to ICT support demand. Develop and manage multiple team shift rosters and shift types to ensure timely and effective service support for the delivery of timely and high-quality 1st level ICT support services for Queensland Health within a large and complex support team. Management of all team scheduling requests in alignment with Queensland Health (QH) Awards, Policies, and operational requirements. This includes leave negotiation/endorsement, monitoring and auditing of leave balances, and coordinating with operational leads to schedule ad-hoc or developmental activities to maximise resourcing levels against customer support demand. Collaborate with various internal and external stakeholders to ensure the ongoing planning, training, development, and capacity management requirements of the team are aligned to endorsed service level agreements (SLAs), key performance indicators (KPIs) and Mandatory Training and OH&S requirements. Develop and deliver targeted and timely communication and documentation across a range of internal and external stakeholders, individuals, and cross multiple channels. About you We are searching for someone with: Demonstrated successful experience in workforce management (WFM) practices in a large, high demand Service Centre with the ability to meet defined SLAs/KPIs, utilizing best practice Workforce Management tools and processes. Demonstrated ability or the ability to quickly learn QH Awards, policies, and Human Resource practices to provide accurate and current advice and recommendations, including informing budget and labor review and decisions. Well-developed interpersonal, verbal, and written communication skills with the ability to negotiate, advise, influence, and work collaboratively with internal and external stakeholder to develop relationships at multiple levels in a large multi-disciplinary organisation. Demonstrated high level organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy and delegate work to meet agreed service levels in a highly focused customer service environment. Demonstrated high knowledge of current customer service desk application usage and process methodologies that facilitate service delivery in a complex, large scale operational environment. Why work with us? Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includes Competitive salaries 12.75% superannuation 17.5% leave loading Employee wellbeing 38 hour full time work week Access to 24/7 confidential employee support providers and counsellors including for immediate family members Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, study and examination leave. Professional development Career progression with more than 300 diverse career pathways and career support to take you further! Access to a variety of programs and initiatives to support training and career growth. Our commitment to equity, diversity and inclusion At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds. Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions. Your Application Please provide the following information to the panel to assess your suitability: Your current CV or resume with 2 referees * A cover letter addressing the question below (maximum of one page). Describe a time where you were required to support or lead a change to workforce scheduling in response to a significant organisational or operational change?
