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Service Improvement Specialist

Canterbury District Health Board
Job Category:
IT & computing
Canterbury - Christchurch
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

  • Permanent, full-time role
  • Are you ready to make a difference?
  • An excellent opportunity to use your passion for ICT to implement automation solutions that improve customer experience

Our Purpose: Why we do it

When you work with the Canterbury District Health Board, you're part of something very special. We plan, fund and deliver health services to the almost 600,000 people who live in the Canterbury region. Our primary goal is to put people at the heart of everything we do.

The Role: Where you fit in

The role of the Information Services Group (ISG) is to make sure current and future information technology systems support our vision of an integrated health system. ISG strives to support the best possible, efficient, seamless and convenient care to patients by providing the right tools and right information to our staff, in the right place at the right time.

As part of the team, you will identify and implement opportunities for automation or capability enhancements that improve the customer experience and allow increased focus on value-add activities. This is a new role so there will be scope for innovation towards our digital transformation vision.

Key tasks will include the following:

  • Supporting projects to review opportunity areas and implement solutions, including process analysis and improvement, vendor selection and management, training, documentation and measurement
  • Assisting colleagues to transition to new ways of working, including training on new systems, knowledge articles and technical documentation
  • Liaising with customers to optimise the use of application software to enable user productivity, clinical productivity and patient convenience
  • Identifying opportunities to use new technology to enhance or replace existing service methods
  • Supporting the Customer Service leadership team to identify, prioritise, deliver and embed enhanced ways of working

Your skills will include the following:

  • Ideally at least three years in a technology-heavy environment
  • Analytical experience with understanding, documenting and sharing process knowledge
  • Ideally at least three years in a role with a strong customer focus
  • Experience in a modern Agile environment
  • A tertiary level qualification in a relevant field is preferable


  • Experience designing workflow for automation
  • Experience creating and designing e-learning
  • Experience defining and deploying best practice ITSM processes
  • ITIL Foundation Certificate
  • Microsoft 365 Certification
  • Skills in the following would be advantageous: Robotic Process Automation; ServiceNow; Adobe Captivate or Articulate 360.

Our Culture: What matters to us

Ko ngā tāngata, te mātua mahi
Putting people at the heart of all we do

Health is ultimately all about people. What's important around here is the way we care for and respect others, the responsibility taken for delivering outcomes, and going about our work with integrity.

Belonging Here: Becoming part of our story

Our people enjoy access to a fantastic benefits scheme, flexible working arrangements and a genuine and ongoing focus on career development.

We hope you'll seriously consider joining us, but if this isn't a good fit for you, please share the opportunity with your personal networks and help us find our next rock star!

If this particular role isn't for you we do have other similar opportunities; please look on our careers page or give us a call to discuss.

Applicants will be progressed as they apply, so if this sounds like you, please apply now!

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