Tech Service Performance Lead & Analytics Champion

WorkCover Queensland; City of Brisbane; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work arrangements

Learning & development opportunities

Health and wellbeing program

Job summary

WorkCover Queensland seeks a Lead Performance & Monitoring to establish trusted reporting across Technology Services. You will design KPIs, SLAs, OLAs and health measures, and drive automation of dashboards using ServiceNow and BI tools.

You will partner with executives to translate complex data into actionable insights, improving service health, risk management, and operational outcomes across the organisation.

Qualifications

• Experience in IT service management and service performance reporting in complex environments.
• Hands-on experience with ServiceNow Reporting and Performance Analytics.
• Proven ability to design and govern KPIs, SLAs, OLAs and performance frameworks.
• Experience automating reporting and reducing manual spreadsheet-based processes.
• Experience integrating data from multiple technology platforms.

Responsibilities

• Lead technology service performance reporting and governance.
• Develop meaningful KPIs, SLAs, OLAs and service health measures.
• Transition from manual reporting to automated dashboards and insights.
• Improve monitoring and observability capabilities across technology services.
• Provide trusted reporting for executives and governance forums.
• Ensure data quality, reporting integrity and audit readiness.
• Partner with stakeholders to identify issues and improve performance outcomes.

Skills

ServiceNow Reporting

Performance Analytics

Power BI

KPIs & SLAs design

Data integration

Executive reporting

Observability

Collaboration

Tools

ServiceNow

Power BI

Observability tools

Job description

WorkCover Queensland seeks a Lead Performance & Monitoring to establish trusted reporting across Technology Services. You will design KPIs, SLAs, OLAs and health measures, and drive automation of dashboards using ServiceNow and BI tools.

You will partner with executives to translate complex data into actionable insights, improving service health, risk management, and operational outcomes across the organisation.