Job Description
Full Time | Canberra
About The Team
Accenture Song brings together strategy, design, creativity, data and technology to help organisations create meaningful products, services and experiences that drive growth and deliver lasting value.
Our Experience Design and Innovation team partners with Health & Public Service organisations to solve complex challenges through human-centred design, product strategy, service design and innovation. We help clients improve citizen experiences, design better services and deliver outcomes that create tangible value for the communities they serve.
Working alongside multidisciplinary teams across research, design, strategy, technology and delivery, we help some of Australia's most important public sector organisations reimagine how services are designed and delivered.
About The Role
We're seeking a Senior Manager to lead product innovation and experience design engagements, with a primary focus on clients within Health & Public Service.
Based in Canberra, you will work with senior client stakeholders to identify opportunities, define product and experience strategies, and lead multidisciplinary teams through discovery, design and innovation initiatives. Combining strategic thinking with practical execution, you will help government organisations respond to changing citizen expectations, emerging technologies and evolving policy and service delivery needs.
This is a highly visible leadership role requiring strong consulting, stakeholder management and commercial skills. You will help shape opportunities, contribute to business development activities and build trusted relationships with senior client leaders while mentoring and developing team members.
Key Responsibilities
Lead product innovation, experience design and strategy engagements from discovery through to implementation.
Partner with senior government stakeholders to identify opportunities, define priorities and establish strategic direction.
Lead human-centred design, service design and product innovation engagements within Health & Public Service.
Design and facilitate research DE033554-Wealth & Banking Service Helpdesk Analyst
ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Capital Markets Ops Analyst WORK SETUP: Return to Office RESPONSIBILITIES:
Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks; triage and prioritize work in accordance with WCSD requirements.
Diagnose and resolve complex technical issues related to enterprise-managed mobile devices, laptops, desktops, printers, operating systems, network connectivity, and software applications.
Provide remote troubleshooting and clear, step-by-step guidance to end users.
Create, update, and route incidents and requests in ServiceNow in accordance with documented processes.
Partner with the Project Analyst to document new applications, procedures, and support playbooks.
Attend project meetings to provide technical input, advise on implementation approaches, and help identify risks and dependencies.
Collaborate with internal technical teams to resolve advanced issues and drive timely outcomes.
Serve as a mentor and escalation point for complex technical issues, coach teammates on troubleshooting approaches and customer communication.
Act as a subject matter expert for specialized technologies and support initiatives.
Document issues, troubleshooting steps, and resolutions in ServiceNow with clear, complete notes to enable consistent support and knowledge transfer.
Participate in ongoing training to remain current on new technologies, tools, and support practices. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3
SKILL AND QUALIFICATIONS:
2 to 3 years of relevant experience
Enterprise technical support experience
Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications
