Write a cover letter for Principal Integration Developer/Analyst at Department of Health by primarily answering “Operating at value range 2, you will perform all the above together with increasing involvement to:
1.	Architect, scope and define program-wide application, information and integration designs
2.	Manage the ongoing delivery of quality for governance structures and processes for the program
3.	Manage and define teams structures to enable the effective and ongoing delivery of integration and design across the program
4.	Identification, management and active participation in standards, including standard codes, messaging, configuration and system components, that will be applied to implementation projects
5.	Define and manage quality process for all integration and design authority initiatives
6.	Define services to ensure that the desired standardisation is achieved across the program, and that the learning’s of completed projects can be leveraged by others in the program
7.	Operate within increased level of autonomy and accountability in delivering within broad strategic directions.
8.	Provide professional leadership and guidance.
9.	Make decisions that establish precedents.
10.	Develop relatively simple architecture stemming from complex problems to solve or provide an integration outcome
11.	Manage teams and stakeholders through effective negotiation and influence.
12.	Manage cross-functional delivery of departmental policies and services impacted by sensitive and complex issues.
13.	Set strategic Integration plans and goals to align with the Departments strategic direction
14.	Manage upwards and keep management informed 
15.	Display high technical levels skills that can be applied to very complex settings
“ and secondarily answering “Key accountabilities

16.	Analysis, design, definition, and maintenance of program-wide, application, information and integration, functional requirements
17.	Identification and management of standards, including standard codes, messaging, configuration and system components, that apply to implementation projects
18.	Provision of advisory design services to ensure that the desired standardisation is achieved across the program, and that the learning’s of completed projects can be leveraged by others in the program
19.	Work with the vendors to ensure that a total solution can be delivered to end users
20.	Manage project teams to analyse, design, test and implement integration and functional solutions. Assist and guide other team members as required.
21.	Assist the Manager as directed
22.	Cooperate with managers in consultative processes that improve health and safety by using the relevant tools and systems, such as procedures, guidelines, and policies.
23.	Resolve complex integration issues associated with conflictive objectives between stakeholder groups, legislative policy constraints, and vendor approach.
24.	Implement value-based programs that underpin the interoperable international, national and state standards to ensure greater sharing capabilities are provided to the Victorian Public Health Sector (VPHS).
25.	Develop and socialize all relevant technical integration solutions and deliverables to meet business requirements, data mapping, health messaging and department design standards.
26.	Manage a small technical team or mentor staff that contributes to and ensures progress according to project needs and to the satisfaction of the business as well as stakeholder groups.
27.	Identify emerging issues, risk and trends impacting on the successful achievement of project objectives and provide high quality technical intelligence and sound recommendations.
28.	Extensive experienced with integrating services, enterprise clinical systems, medical coding standards and messaging.
29.	Support Business as Usual activities for the Victorian Enterprise Architecture Interface (EAI) team that services and maintains integration to multiple downstream applications including interfacing related to the Patient Administration System, Clinical System, Financial Management System, Syndromic Surveillance System, HIPS/MHR, Dashboards and File Based Interfacing.
30.	Develop integration routes and interfaces following the service delivery life cycle (SDLC) such as functional requirements, design, development and testing related to the Victorian Public Health Sector (VPHS).
31.	Ensure design, coding, documentation and testing of the code written is completed in accordance with best-practice software development, information management and technology (IM&T) guidelines and methodologies. 
32.	Take a lead role in the analysis and diagnosis of application systems problems including debugging of code.
33.	Identify, document and manage issues and risks associated with work being undertaken.
34.	Maintain and manage detailed work estimates and schedules.
35.	Demonstrates capacity for sustained effort and hard work; sets high standards of performance for self and others; enjoys a vigorous and dynamic work environment.
36.	Pro-actively identify, document and manage issues and risks associated with work being undertaken.
37.	Cooperate with managers in consultative processes that improve effective working environment by using the relevant tools, systems, procedures, guidelines and policies.
38.	Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements. 
39.	Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures. 
40.	Demonstrate how the actions and outcomes of this role and work unit impact clients and the department’s ability to deliver, or facilitate the delivery of, effective support and services
“ by using resume “
OVERVIEW
Business professional with a background in business analysis, process improvement and digital transformation. Delivered organisational change in operations, strategy, culture, and compliance teams by implementation of new and innovative business solutions. Highly independently, driven and solutions-focused, with a solid track record for successfully facilitating challenging and controversial projects and mediating difficult internal and external customer situations. Strong focus on customer-centric operations and filling in multiple roles simultaneously within small to large businesses.

CORE SKILLS

Business Management	•	Operated as a production liaison for businesses, talent and public sector agencies. 
•	Accustomed to managing multiple projects and priorities in fast-paced, high-performance environments.
•	Successfully partnered with vendors in developing key partnerships.
•	Organised and detail orientated. 
•	Ability to work under pressure within tight deadlines and exceed stakeholder expectations. 
Resource Management 	•	Skilled in building motivated teams and supervising support staff in complex business and technical environments. 
•	Solid experience in coaching, staff training, goal setting and performance evaluation. 
•	Specialised in working closely with vendors and internal management to control expenditures, allocate resources appropriately, and bring in talented individuals within budget.
Customer Service and Conflict Resolution	•	Over 11 years’ of customer service experience in telephone and face to face service. 
•	Experienced with sales, troubleshooting, technical support and customer care. 
•	Knowledgeable in complaints de-escalation, with the ability to maintaining a positive and friendly disposition. 
Change Management and Coaching	•	Ability to perform under pressure and ability to adapt effectively and efficiently to change. 
•	Detail-orientated with success implementing solutions to create optimal efficiency. 
•	Strong leadership skills with experience in developing new teams, providing coaching and managing under performance. 
•	Strong interpersonal and communication skills with the ability to collaborate with diverse individuals.


PROFESSIONAL EXPERIENCE


City of Kingston				      	 July 2021 – Present
Customer Records | Corporate Information | Customer Experience
The Customer Records role is responsible for exploring, executing, and shaping future customer related strategies. This role works closely with departments to optimize the use of customer records and drive process improvement to enhance customer satisfaction. The role is responsible for analyzing and promoting best practices for customer record management, while emphasizing the significance of accuracy and good governance in shaping the future of customer record management.		
Achievements:
n	Redesigned 16 of the customer records tasks to align with Council Plan, ensuring we contribute to the Councils strategy
n	Review Councils Policy and Standards related to customer records to ensure relevant for todays standards and meet legislation
n	Increased team task success and visibility by introducing Agile methodology for enhancements and problem solving, leading to major projects such as Master Data management tool, Minimum data standards policy and Data Governance Framework
n	Reduced Customer Records risk through end to end service mapping with a customer centric focus. 30+ service maps currently completed, reducing time waste by over 200 hours per week and continuously improving
n	Reduced council-wide customer records interaction time through continuous improvement, process mapping, reporting improvements, automation and lean
n	Increased team satisfaction from 30% to 80% by introducing a team development program to enhance team members through collaboration, training and mentoring
n	Developed reporting strategy to monitor and improve the flow of customer records through multiple applications and departments
n	Standardised documentation through introduction of data standards policy and business rules council-wide
n	Established work procedures and processes that support company and departmental standards, procedures, and strategic directives

Accountabilities include:
n	Enhance the customer journey and maintain accurate customer records by conducting a comprehensive evaluation of end-to-end service mapping
n	Maintain adherence to industry standards, regulations, and company policies through regular process compliance evaluations. Conducting audits of data security incidents, reviewing policies and procedures, and proposing future risk mitigation strategies
n	Develop and deliver corporate wide customer records information and training program to improve customer record administration practices
n	Create comprehensive project documentation that adheres to established standards to promote visibility, accountability, and effective management of all related projects
n	Subject matter expert to support and maintain applications for over 900,000 customer records across 18 departments and 37 databases

Other Responsibilities:
n	Council Corporate Information Team Culture Champion
n	Privacy and Data Protection Committee: Customer Records Expert
n	Data Governance Framework Project

n	Application Procurement (tender): Led the purchase of a Master Data Management Software including leadership buy-in, documentation and procurement.
n	Implemented Agile Scrum, documentation templates, project boards and increased velocity and    predictability




Baptcare 				    January 2020 – July 2021
Transformation Administrator Analyst & Salesforce Integration & Improvements
(Pilot Project Team)
Baptcares transformation team are responsible for identifying new solutions in which to develop new ways of working and pilot a new ‘Self-managed Package’ product. The pilot project additionally entailed the introduction of the Salesforce platform as an “all-in-one” CRM tool to help reduce manual effort and increase business efficiency. It was the sole responsibility of the *Transformation Administrative Assistant (*new role) to assist with the day-to-day operations of the pilot project, PLUS continuously track, test, and provide feedback on all the new tools and processes being implemented within the pilot project.
		
Responsibilities:
n	Build customer centric administration side by developing customer progress reporting, leadership reporting, continuous process improvements, cost/benefit analysis.
n	Review of all company policies, procedures and framework to ensure new revenue stream adheres to legal and company requirements, meet the projects goals, and re-write documentation to involve new revenue stream team.
n	Sourcing, onboarding and offboarding of suppliers and team members. Provide training and access to multiple platforms.
n	Translated platform improvements into user friendly language for training documents & workshops
n	Designed and ensured progress reports assist in budget acquisition from leadership
n	Successfully created, prepared and maintained a temporary CRM and financial management solution tool, ready for scale and transition using Microsoft 365 (Excel, Teams, Outlook, Powerpoint) while Salesforce was being developed by the Technology Transformation Team.
n	Ensured the new Salesforce platform is compliant (for audit purposes) and is an improvement from the legacy platform by mapping out “as is” and “to be” processes and conducting UAT (User Acceptance Testing) of key features for business operations.
n	Achieved strong partnerships and engagement with various internal stakeholders to ensure smooth interactions and platform transition.
n	Identified and helped introduce new platform ideas that significantly improved the accuracy of data and also the time/effort involved in the pilot’s administration role and thus, increased efficiency by 300%.
n	Increased the pilot team’s profit by 20% by developing utilization model and prioritizing technical and functional requirements to support key revenue ideas.
n	Supported the pilot team in developing various training guides and material – including videos and manuals, in preparation for future scaling/business roll-out.
n	Developed project administrative touchpoints such as process mapping (financial, operational, functionality, customer journey, architecture), creating user stories related to administrative roles and develop, test and deliver results (user training, Leadership team, finance, HR).



Blockbid Pty Ltd 				July 2018 – December 2019
Strategic Planning / Business Analyst / Senior Administrator
Blockbid is a financial institute start-up specializing in cryptocurrency. Common in many small business / Start-ups, I held multiple ‘hats’ such as scrum master, project lead, QA, stakeholder engagement and Executive Assistance. My role was to manage cross-departmental relationships, ensure the project’s scope and roadmap aligns with the business goals, is achievable, and within financial budgets. The role provided project agility and team dynamics by supporting senior managers with their day-to-day operations.


Responsibilities:

•	Onboarding of employees (advertising, interviewing, training, access and equipment control) and external stakeholders such as funding partners and platform collaborations, ensuring confidential documentation and accurate procedures mitigating risk.
•	Planned meetings with stakeholders for executive team (CEO, CIO, CFO, CMO, CSISO).
•	Lead ICT improvements and increased visibility of processes and platforms to streamline agile workspace.
•	Worked with Team Lead to monitor and run user stories classifications, sprint planning, retrospectives and stand ups.
•	Determined project direction changes meet project goals and commitment
•	Ensured project budgets are achievable and negotiate extra funding when required
•	Secured additional funding through R&D grant which supported 20% of the project’s yearly budget.
•	Decreased project cost by $40k a year by removing and consolidating similar platforms used by various departments. Established strong team relationships assisting in smooth platform training and transition.
•	Improved and halved administrative processing time by analyzing and mapping out current business processes and working with the administrator to eliminate bottlenecks.
•	Liaise with Product Owners to update the projects progress and iterations
•	Design of platform architecture by mapping and interpreting the platforms back end, API gateway and front end into a simple map.


Business Without Borders 						February 2018 – July 2018
Human Resource Manager / Project Lead
BWB is a group of Swinburne students and Industry professionals, aiming to enhance social prosperity with social impact activities in order to make a difference in their local and global communities across borders. The HR Manager is responsible for ensuring their team of volunteers has the most enjoyable experience working with BWB.
Responsibilities:
n	Increased exposure from 150 to 300+ students within 1 month by creating recruitment strategy targeting volunteers’ interests.
n	Planned & implemented retention strategy within 4 months to increase member engagement.
n	Increased compliance to 100% by refreshing and updating administrative procedures to create a more streamline data management system.
n	Improved volunteer retention through achievement recognition, improvements to the working environment and professional development.
n	Lead product development through design thinking and agile methodology process. 
n	Increased client’s business portfolio to top 10 in Siem Reap, Cambodia.
“ and rewriting “I am excited to apply for the Senior Project Officer at DOH. With over 15 years of experience in customer experience, transformation, and process improvement, I am confident in my ability to make a significant impact on the organization and help deliver better outcomes for the community.
In my current role as a Customer Records Coordinator, I have been instrumental in placing a stronger emphasis on customer experience. My responsibilities involve examining all customer-related touchpoints and enhancing the customer journey while streamlining processes and procedures. For example, I recently investigated a customer complaint regarding animal registrations and discovered that the customer relationship management (CRM) system was designed with a departmental focus, rather than an end-to-end perspective. This insight led to the initiation of a project aimed at redesigning all CRMs to ensure that customers can be serviced within their first contact, and that the system is both sustainable and scalable.
At City of Kingston, I gained significant hands-on experience supporting large-scale change management projects. My contributions to the council’s strategy included redesigning customer records tasks, introducing Agile methodology, and enhancing process efficiency. I’m proud of my accomplishments in this role, which include increasing team task success and visibility, reducing customer records risk, and standardizing documentation across the council. Through collaboration, training, and mentoring, I increased team satisfaction from 30% to 80%.
Additional achievements in my role at the City of Kingston include the introduction of a Minimum Data Standards Policy and leading a current Data Governance Framework project that will transform the way the council operates, uses, and maintains data. I have also been involved in the procurement of a Master Data Management Software system. As a member of the data and privacy committee, I collaborate with a small group to address data and privacy concerns. My key focus is ensuring that the council remains progressive in its customer experience while also improving staff productivity, adhering to legislation, and safeguarding data privacy and security.
As a leader in service implementation, I am dedicated to providing direction, role clarity, and coaching to my teams. I ensure that team members have clear work objectives, receive regular feedback, and are actively engaged in the performance review process. My experience collaborating with Senior and Executive Leadership teams has prepared me to effectively oversee the implementation of service review recommendations and manage service implementation projects.
Throughout my career, I have developed and maintained strong relationships with internal and external stakeholders, including community members, relevant agencies, and state and federal governments. My expertise in project management, financial oversight, and meeting quality and time-related targets allows me to efficiently manage and execute programs and major projects.
I am eager to contribute my skills and experience to the Service Planning and Review Lead role within COH and help drive positive change for the community. Thank you for considering my application, and I look forward to the opportunity to further discuss how my qualifications align with the needs of your organization.
“