Workflow Analyst

Tēnei tūranga – About the role

The purpose of the Workflow Analyst aims to help the team move onto the next steps by analysing and assigning cases safely and efficiently, and to help the team have the right information when they need it.

They will work as part of a busy team and be able to work to deadlines, have a strong understanding of workflow management. They should always challenge the status quo and explore new ways of doing things to shape MBIEs future.

Ngā herenga – Requirements of the role

Personal specifications

• Experience working in a customer facing role.
• Demonstrated ability to identify actions, solutions, and recommendations, with analysis and evidence, to resolve any underlying issues.
• Able to exercise sound judgment and initiative.
• Sound analytical thinking, planning, prioritisation and execution skills as will often work within tight timeframes and under pressure.
• Problem solving skills.
• Demonstrated ability to meet deadlines and maintain performance during pressure periods.
• Priority setting - spends his/her time and the time of others on what’s important; quickly zeroes in on the critical and can quickly sense what determines a key priority and eliminates roadblocks.
• Customer Service focus, with a strong ability to identify and recommend options to all stakeholders.
• Proven ability to establish and build strong working relationships with multiple stakeholders. Able to demonstrate innovative qualities in the use of new systems and new technologies.
• A reputation for maintaining high quality work and effective relationships with internal and external stakeholders.
• Extensive knowledge of processes and procedures across the P&C group including HR and payroll legislation, policies, process and procedures, and a good understanding of the function of each team in order to escalate or workflow tasks timely and correctly.
• Proactive in approach to ensure successful outcomes.
• Takes ownership and responsibility for areas, systems and process within their remit.
• Attention to detail, and accurate data entry skills.
• Excellent written and spoken communication and interpersonal skills.
• Common sense and a practical approach.
• Must be a NZ citizen or hold a residence class visa (if the role is located in New Zealand).
• Must have the legal right to live and work in the country in which this position resides (if the role is located outside of New Zealand).

Takohanga tuhinga o mua – Key accountabilities and deliverables

Processing/Workflow

• Ability to apply logic to Queue Management of work and Triage decisions in relation to prioritising workload.
• Use detailed technical knowledge to analyse and assess information in order to recommend solutions and develop options to deliver timely outcomes for the business and users.
• Analysing and assessing information in order to make a recommendation, and taking the appropriate action.
• Analysing and prioritising recommendations for implementation with stakeholders.
• In-depth process & system knowledge – with an ability to manage continuous process flow, with a detailed understanding of what is required by when with detailed impacts around the decision making.
• Undertaking root cause analysis on issues and providing actions and recommendations with identified risks and mitigation plans.
• Manage process mapping and keeping related documentation up to date.
• Manage System Process maintenance ensuring Internal System Documentation is kept up to date.
• Assess workload and liaises with the wider People Services teams in order to provide the right outcome in a timely manner.
• Manages the assignment of work to ensure the team are delivering SLA’s, and the work flows to the right team or person at the right time.
• Redesigns and implements robust processes where required to support service delivery.
• Collaboratively works with stakeholders to enhance processes that impact the team.
• Support the Manager P&C Operations with managing quality of outcomes of the case load and workflow across all People Services workflows including but not limited to: CRM, EC, ECP, Kronos.
• Understanding the integration points of the pay@MBIE modules and systems and how they impact workflow activity.
• Review and release workflows which are stuck in transit, by re-distributing the flow through routing overrides, to alternative statuses.
• Builds and maintains effective relationships.
• Communicates confidently and effectively using a range of appropriate communication tools and methods.
• Provides workflow support to the team, and willingly shares knowledge.
• Analyses areas for concern or risk in our workflow processes and provides a solution focus through process to ensure improvements take place throughout the workflow lifecycle.
• Proactively monitors work levels and work flows to ensure they meet cut-offs and deadlines with effective dates and pay-runs.
• Ensures manual backup plans are designed and implemented for all workflow in instances where the systems fails or has an outage by working closely with other teams in the wider P&C People Services team.
• Identifies the needs or expectations of customers both internal and external.
• Maintains current knowledge of ownership, roles and responsibilities across the whole P&C group and ensure work is directed accordingly based on that ownership.
• Works hard to meet customer deadlines.
• Always looks to improve service and provide options for improvement.

Wellbeing, health & safety

• Displays commitment through actively supporting all safety and wellbeing initiatives.
• Ensures own and others safety at all times.
• Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
• Reports all incidents/accidents, including near misses in a timely fashion.
• Is involved in health and safety through participation and consultation.

Tō tūranga i roto i te Manatū – Your place in the Ministry

The Workforce Analyst position reports to into the Manager, P&C Operations in the People and Culture, Operations team. This team sits under the Ngā Pou o te Taumaru Group within MBIE.

More information about MBIE's structure

To mātou aronga – What we do for Aotearoa New Zealand

Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.

To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.

As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).

Ngā matatau – Our competencies

Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.

Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.

Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.

Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.

Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.

Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.

Te Tiriti o Waitangi

As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.

Mahi i roto i te Ratonga Tūmatanui – Working in the public service

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission