Jamie Wright
Newcastle,NSW
Summary
Adaptable change analyst and people leader with 20+ years experience in the NSW Government. Specialized in strategic planning, stakeholder engagement, and risk management. Excel in communication, teamwork, and adaptability for seamless organisational transitions and fostering positive change environments.
Overview
23
23
years of professional experience
Work History
Release and Change Analyst
Service NSW
Newcastle , New South Wales
10.2020 - Current
- Enhanced the internal user guide by thoroughly reviewing and updating role requirements, task instructions, and best practices for a cohesive approach within the team.
- Consulted on the design and implementation of various organisational change initiatives, including high profile COVID-19 programs like Dine and Discover, Covid-19 Travel Registration, and Covid-19 Nominated Visitor.
- Offered support in the transition to new technologies by providing technical guidance and assistance. Created user acceptance test guides to facilitate seamless integration.
- Partnered with internal team members to establish a revised corporate wardrobe policy and procedures that placed a strong emphasis on promoting diversity and inclusivity.
- Led the successful deployment of a cloud-based upgrade for the DRIVES system, spanning 160+ Service NSW locations. Produced rigorous testing guides and clear communications to ensure smooth transition.
- Performed analysis on current state versus future state processes in order to measure effectiveness of changes.
- Developed communications strategies to effectively communicate new changes within the organization.
- Successfully oversaw the implementation of a new number plate ordering system in 140 locations, ensuring smooth communication and release. Developed post-deployment procedures for seamless operations.
- Facilitated workshops with key stakeholders to ensure all requirements are met throughout the change process.
- Provided support during post-implementation reviews, ensuring any issues are addressed promptly.
Knowledge Management Officer
Service NSW
Newcastle , New South Wales
09.2022 - 12.2023
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Ensured the security and confidentiality of sensitive information.
- Produced comprehensive knowledge articles incorporating sophisticated policy and procedural mandates, enhancing front line staff support for NSW customers seeking assistance with Government Services.
- Collaborated with knowledge team and stakeholders to create comprehensive guidelines for present and future knowledge content
- Played a key role in the successful adoption and utilization of an upgraded knowledge system for content creation and frontline operations
Team Leader
Service NSW
Newcastle , New South Wales
07.2014 - 10.2020
- Maintained a positive work environment that promoted collaboration between team members.
- Developed and implemented team-based engagement plans to increase staff morale. Achieved an individual Pulse survey score of 82%.
- Conducted regular performance evaluations, providing constructive feedback and personalised coaching.
- Collaborated in recruitment processes by interviewing candidates and offering insights on hiring choices, aligning with Service NSW Policies and the GSE Act.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Significantly contributed to the organization and coordination of community and fundraising events, serving as a brand ambassador for Service NSW across multiple occasions.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Guided and motivated a diverse team of 12 individuals to successfully accomplish their goals aligned with KPIs, resulting in recognition as candidates for the esteemed Voice of the Customer CEO Award.
- Facilitated team meetings to discuss targets, strategies, and address any issues
Team Leader
Roads and Maritime Services
Newcastle, New South Wales
07.2012 - 07.2014
- Launched and led the Service NSW Pilot team for Roads and Maritime Services with success
- Developed and communicated progress updates to Contact Centre Manager and key stakeholders for pilot team.
- Led and supported 18 team members during significant organisational changes.
Customer Service Representative
Roads and Maritime Services/ Roads and Traffic Authority
Newcastle, New South Wales
04.2001 - 07.2012
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
Education
Engage Leadership Program -
Service NSW
New South Wales07-2024
High School Diploma -
Newcastle High School
Newcastle, NSW11-2016
Skills
- Continuous Improvement
- Requirements Gathering
- Risk Assessment
- Teamwork and Collaboration
- Problem-Solving
- Data Collection
- Time management abilities
- Team building
- Organisational Skills
- Business Analysis
- Excellent Communication
- Process Improvement
Accomplishments
- BRAVO Award runner up May 2022
- CEO Award finalist for Voice of the Customer Team 2017
- BRAVO Award winner March 2016
- CEO Award finalist for Team Leader of the Year 2015
References
References available upon request.
Timeline
Knowledge Management Officer
Service NSW
09.2022 - 12.2023
Release and Change Analyst
Service NSW
10.2020 - Current
Team Leader
Service NSW
07.2014 - 10.2020
Team Leader
Roads and Maritime Services
07.2012 - 07.2014
Customer Service Representative
Roads and Maritime Services/ Roads and Traffic Authority
04.2001 - 07.2012
Engage Leadership Program -
Service NSW
High School Diploma -
Newcastle High School
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