Operations Specialist

Operations Specialist in the NTS programme
- Newly created role in a new business function
Permanent opportunity based in Wellington

The National Ticketing Solution (NTS) Programme is a significant programme of work which sees NZTA and Public Transport Authorities (PTAs) partnering throughout New Zealand to develop one common payments platform and service for all public transport in the country.

Called Motu Move, this new ticketing solution aims to transform the way New Zealanders travel on public transport, on any mode, anywhere in the country, using card or smart devices, consolidated into one easy payment system.' It is a critical part of achieving New Zealand ambitions for a safer, more sustainable land transport system.

**Te Whiwhinga mahi | The opportunity**

The Operations Specialist role sits in the Transport Ticketing and Payments (TTP)/Motu Move Operational Team within Customer and Services. The role is primarily responsible for providing operational support to enable the delivery of a high-quality service to Public Transport Authorities (PTA's) and end users, and for ensuring TTP service support and service delivery processes meet business needs.

Key accountabilities include:

- Managing monthly aggregated reporting on service performance and adherence to SLA's, and identifying areas of improvement and processes that can be streamlined.
- Working closely with Customer Delivery Managers and the PTA's to understand reporting requirements, and to design, develop and maintain effective reporting solutions
- Using insights gained from incidents, problems, complaints and internal feedback across TTP and other suppliers to identify changes that will lift our capability and service to the PTA's
Evaluating performance measures and targets to ensure these are within agreed service levels
- Please note, on call availability may be required for this role._

**Ko koe tēnei | About you**

To be successful in this role, you will bring:

- Experience working on IT Functions within a Public Sector, Service Provider or Bank.
- Able to demonstrate the ability to undertake the above responsibilities as outlined in the position description
- Service Management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Excellent customer facing/customer service skills
- Strong critical thinking and problem-solving skills
- Ability to manage and prioritise and tasks and time efficiently
- Demonstrates a high degree of flexibility including shift and out of hours working
- Strong stakeholder relationship management, influencing and communication skills
- Experience coordinating 3rd parties and 3rd party delivered services as an aggregator
- Good knowledge/experience of ITIL disciplines and tools
Committed to driving continuous improvement though all aspects of work
- Please click here for the position description.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

**Ko wai mātou** | About us**

At Waka Kotahi NZ Transport Agency, it all starts with our people. The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use and effective for users.

Along with our other benefits we also have new Waka Kotahi Life, Income Protection and Critical Illness Insurance scheme available for permanent employees.

**Rā Katinga | Applications close**:
26 November 2024

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.