Analyst, CCM

• Permanent Full Time
• $132,767 + 12% super
• Footscray location | hybrid

About Greater Western Water

We're water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne's CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Eligible full-time employees may access additional Work Life Balance Days, subject to eligibility criteria, helping you prioritise wellbeing and flexibility.
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

As a CCM Analyst within Greater Western Water's Customer Platforms team, you will play a pivotal role in supporting and enhancing the communication platforms that underpin customer and business operations. Reporting to the Team Leader, Customer Platforms, you will be responsible for managing key technology solutions, driving continuous improvements, and partnering with vendors to deliver effective system enhancements. This role offers the opportunity to bridge business needs with technical outcomes through the analysis of requirements, development of technical specifications, and oversight of application support and maintenance. Working closely with both internal and external stakeholders, you will contribute to the delivery of reliable IT service operations while ensuring technology solutions continue to create value for customers and support GWW's strategic objectives.

Responsibilities

• Ensure the availability, performance, support and continuous improvement of Customer Communication Management (CCM) platforms and associated corporate applications.
• Manage and resolve incidents, service requests and problems in line with agreed service levels, ensuring all activities are accurately recorded in ServiceNow (SNOW) and Jira.
• Translate business requirements into detailed technical specifications and solution designs, working closely with vendors, managed service providers and internal stakeholders.
• Support the design, testing, implementation and transition of end-to-end technology solutions into the production environment, ensuring alignment with business and technical requirements.
• Maintain, enhance and optimise application functionality, documentation, processes, test cases and administration guides to support operational excellence.
• Collaborate with business stakeholders, vendors and third-party suppliers to manage application enhancements, resolve complex technical issues and deliver positive customer outcomes.
• Provide subject matter expertise and strategic advice on CCM products, influencing solution decisions and identifying opportunities to improve the technology landscape, integrations and reporting capabilities.
• Monitor service performance, produce operational reporting, and contribute to projects and continuous improvement initiatives that enhance system reliability, efficiency and business value.

Skills & Experience

• Tertiary qualifications in Business, Information Technology, Computing, or a related discipline, or equivalent demonstrated experience in a similar role.
• Proven experience supporting customer-facing technologies, applications and platforms, including customer communication, billing and collections systems.
• Strong knowledge of IT service delivery and operations, with experience managing incidents, service requests, changes and problem resolution in line with ITIL practices.
• Demonstrated ability to analyse business requirements, apply systems thinking, and contribute to the design, development and implementation of effective technology solutions.
• Experience working with databases such as SQL Server, Oracle and/or NoSQL technologies, with strong data analysis and troubleshooting skills.
• Experience with Oracle CCS (highly advantageous)
• Sound knowledge of SOAP and REST APIs, including experience supporting, integrating and maintaining application interfaces.
• Excellent stakeholder management, communication and problem-solving skills, with the ability to resolve complex technical issues and influence outcomes across internal teams, vendors and service providers.
• Experience maintaining technical documentation, knowledge bases and operational procedures, with exposure to technologies such as ServiceNow, Azure, Boomi, RPA platforms, Power BI, SSRS or other business reporting tools highly regarded.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We're supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.

We're seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don't meet every single requirement? If you're excited about this role, we encourage you to apply.

Don't delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will commence early!

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.

Applications close: Monday 24 August