Customer Success

Digital Transformation Consultant (Remote)

Remote   |   Full Time

OpenCities is one of the fastest growing global GovTech start-ups. Headquartered in Melbourne and San Francisco with remote workers primarily in Australia and the United States, and customers across Australia, New Zealand and North America 

Our innovative technology is transforming how cities and governments better serve, engage and deliver online services to their community. 

This position will be part of our evolving Consulting Practice within Customer Success, reporting to the Consulting Practice Lead in the USThe Digital Services Consultant will work with our customers to help them define their digital services maturity, strategy, and implementation through the delivery of a variety of consulting services. As we expand the Consulting Practice and this role, you will assist our clients by coaching or recommending thier overall digital strategy, leveraging your content, consulting, and/or government content experience This position is in Australia, ideally Melbourne, but may be remote.  

In this role, you will: 

  • Work with clients to understand their digital services needs and coach them on the creation of a digital services and better web content. This includes, but isn’t limited to 

  • Delivery of specific Packages:  

  • Digital Services Academy: Run our 3-day workshop with clients, focusing on why digital services matter, how to create user-friendly services pages, recreating PDFs into online forms, and user testing. 

  • Writing for the Web Workshops: Guide and coach team members and stakeholders on digital services strategy and effective plain-language techniques for writing for the web  

  • Digital Services transitionAssist clients with the creation of Digital Services pages and OpenForms (consult on and assist with recreating content from PDFs to OpenForms).  

  • OpenCities Product Training: Provide overflow support to the Training Team by providing scheduled 90 minute product training courses to Content Publishers and Site Administrators.  

  • Work with clients to identify their key digital transformation needs, and engage with them to meet unique needs and results.  

  • Assist clients in identifying and prioritizing their top services via site data and analytics 

  • Facilitate additional processes or programs that will provide value as clients seek to better understand their digital transformation. These may include:  

  • Journey mapping exercises  

  • Content audits 

  • Comparative analyses 

  • Gap analyses 

  • Site mapping 

  • Research government best practices for digital services, and incorporate those into our work 

  • Work openly and collaboratively with a multi-disciplinary team to effectively implement digital service strategy 

  • Build product understanding and expertise with the OpenCities platform  

  • Be an ongoing advocate for the customer within OpenCities, and for OpenCities within the customer organization 

Nice to have: 

  • Direct work experience in or with local government 

  • Knowledge of basic information architecture, user design, or similar 

  • Interest in expanding knowledge and improving consulting practice offerings 

Skills and responsibilities 

  • 2 – 5 years of professional experience in delivery of consulting, workshops and training 

  • Experience with content improvement based on user experience 

  • Experience with local government clients, ideally with local government websites 

  • Knowledge or understanding of content management systems 

  • Knowledge of web standards and best practices related to accessibility, usability, and writing for the web 

  • A respect and appreciation for local government and a commitment to doing the hard work that’s necessary to improve local government websites 

Competencies 

  • Excellent communicator and presenter 

  • Empathetic: Ability to imagine navigating government services and programs from the perspective of typical residents – and identify actionable content improvements 

  • Analytical/systems-thinker: Ability to envision how services can be streamlined, even when there are convoluted processes 

  • Relationship-builder: Ability to work with a variety of people and personalities, listen and ask questions, and cultivate relationships that promote collaboration. 

  • Curious: Ability to practice active listening, ask questions to get at the root of the problem, be open to receiving/giving constructive feedback, and have a sincere interest in learning new skills or growing old ones. 

  • Rigorous: Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions. 

  • Organized: Demonstrated ability to manage multiple projects, estimate timelines, rework a project approach based on unforeseen challenges, work well under pressure, and set/meet reasonable deadlines. 

  • Action-oriented: Ability to see opportunities, navigate barriers, be self-directed, and problem-solve solutions that enhance the City’s deliverables, processes, and practices. 

  • Resilient: Ability to have a sense of humor, learn from mistakes, and/or return to work after experiencing a setback. 

  • Amplifier: Ability to amplify others’ strengths and successes and operate beyond ego and self-interest. 

 

If you think you’re the right fit for our exciting and diverse team please send your resume and cover letter to careers@opencities.com  Individual applicants only.  

No recruitment agencies please. 

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