Job Description

Description of scope

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The Operational Change Analysis service is responsible for supporting the ongoing maintenance, remediation, and improvement of organisational, organisational authority, and user data within the eBusiness platform.

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Working under the direction of the eBusiness Support Team, the services lead day-to-day data remediation activities, engaging with internal business units, external agencies, and support teams to ensure organisational and user information remains accurate, current, and fit for operational use.

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The services serve as a key coordination point across stakeholders, driving the completion of remediation activities, resolving data quality issues, and supporting business readiness initiatives across the department.

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Relevant information about goods/services required

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Successful supplier will provide L2 Support services for supporting the ongoing maintenance, remediation, and improvement of organisational, organisational authority, and user data within the eBusiness platform.

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Requirements are further refined below under Key Deliverables.

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2.2. Key Deliverables

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The engagement includes, but is not limited to, the following key deliverables.

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Note: Dates detailed in the deliverable schedule are subject to change upon written agreement from the department's Program Management.

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Deliverable

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Timing

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Incident Reports

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Comprehensive documentation detailing unplanned events or disruptions that impact operations or system performance.

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Depending on severity, incident reports are to be prepared and submitted within 1–3 business days of incident resolution, with high-impact incidents reported within 24 hours.

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Status Reports

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Support Level Status Reports include details such as incident volumes, resolution times, and SLA performance.

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Support Level Status Reports are to be prepared and submitted weekly or monthly, depending on Department requirements.

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Procedure Documentation

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Structured records that detail step-by-step instructions for performing operational, technical, or administrative tasks. This document supports training, audits, and process standardisation.

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Procedure Documentation to be created and updated prior to the implementation of a current process or procedure and reviewed annually or after any significant process change.

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Technical Specifications

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Define the technical requirements, design, and architecture for systems or applications.

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Technical Specifications to be created before the implementation of new systems or support processes and reviewed and updated whenever there are significant changes to the system.

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📌 Support services (Melbourne)
🏢 Wipro APAC
📍 Melbourne