Job Description

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

The Opportunity

As the Lead, Performance and Monitoring you will be focused on owning and uplifting the organisation’s performance and monitoring capability across Technology Services. You will establish how service performance is measured, reported, and interpreted - transforming manual, reactive reporting into automated, near real‑time insights that inform strategic planning and decision making.

Working within a highly regulated environment, you will ensure performance reporting is accurate, audit‑ready, and genuinely useful. You’ll define and govern key service metrics (KPIs, SLAs, OLAs, KRIs, RTO/RPO), strengthen monitoring and observability practices, and enable clearer visibility of service health, risk, and outcomes.

Acting as a trusted partner to service and technology stakeholders, you will turn complex operational data into meaningful insights, support governance forums with high‑quality reporting, and ensure performance data drives accountability and continuous improvement.

About You

You’re a detail‑oriented performance specialist who enjoys working with data, asking the right questions, and challenging assumptions to get to the truth. You bring strong experience in IT service management reporting and monitoring, ideally within complex or highly governed environments, and have a passion for improving how organisations use data to make decisions.

You’re known for producing clear, outcome‑focused insights that stand up to scrutiny, and for lifting reporting maturity through better tooling, automation, and data integration. You’re equally comfortable working with raw data as you are presenting insights to both technical and non‑technical audiences.

You bring:

• A degree in Information Technology, Computer Science or a related discipline (or equivalent experience)
• ITIL4 Foundation (or higher) and/or ServiceNow certifications (e.g. CSA, CIS, Performance Analytics) – desirable
• Experience in ITSM performance reporting, monitoring, or observability within complex or regulated environments
• Strong hands‑on capability with ServiceNow reporting and Performance Analytics, including KPI design, trend analysis, and maintaining data integrity
• Experience supporting executive and governance reporting with clear, audit‑ready, outcome‑focused insights
• Proven ability to reduce manual reporting through automation, improved tooling, and data integration
• Intermediate capability in data analytics and Power BI (or similar), including sourcing, modelling, and visualising data
• Strong understanding of SLAs, OLAs, service health indicators, and performance trends across multiple platforms
• High attention to data quality, consistency, and audit defensibility, with confidence to challenge misaligned metrics or narratives
• The ability to translate complex operational data into practical, actionable insights

If you’re someone who thrives on turning data into clarity and enabling better decisions through meaningful performance insight, this role offers the opportunity to make a genuine impact.

Why Join Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values

When you join us, you’ll benefit from:

• A purpose‑driven organisation where your work genuinely makes a positive impact on Queenslanders’ lives
• A collaborative and supportive team environment that values empathy, trust and working together
• Hybrid work arrangements that support flexibility and work–life balance
• Personalised learning and development opportunities to support your growth and career progression
• A holistic health and wellbeing program designed to support you both professionally and personally
• Industry‑competitive salaries
• A generous superannuation scheme, including co‑contribution
• Study assistance to support ongoing education and professional development

You can find out more about what it’s like to work with us by visiting Working at WorkCover Qld.

How do I apply?

If this sounds like you, we’d love to hear from you. Applications close 5pm, Tuesday 11 June.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

Acceptance of applications submitted after advertising closes is at the discretion of the selection panel.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at recruitment@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). All permanent appointments are subject to a probationary period in accordance with our policy.