Address
Form of work Principal Business Analyst, temporary role until June 2024, flexible working model including hybrid and flexible working arrangements available across NSW
Our Government Made Easy Team, which is part of the Customer Experience Unit (CEU) is growing! This has created an opportunity for an experienced technical Business Analyst to join our supportive and collaborative team as a Principal Business Analyst to improve the customer experience across government and optimise business performance.
Reporting to the Program Manager, you will work on a multi-stream program within a multi-disciplinary team to analyse, investigate and implement business requirements for a range of products to make them more accessible to customers. You will utilise your outstanding technical and communication skills to drive an exciting data and property transformation project across NSW Government.
If you have a growth mindset, are customer and digitally obsessed, and excited about taking government to the next level, we want to hear from you.
Why Join the Government Made Easy team
We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to compressed working hours, flexible locations across NSW, working in a hybrid model or from home. We are all real people with real lives!
Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised
Incomparable leave benefits available – including up to 24 days Flex Leave and Paid Parental Leave
About you
To be successful in this role you will have:
Minimum 5 years’ experience as a Business Analyst
Excellent communication and stakeholder management capabilities
Previous experience in a large and complex project and platform support within a digital/ICT environment
Experience working in an agile environment
Your KEY responsibilities will include:
Lead setting priorities for change initiatives of high complexity, taking responsibility for investigation and implementation of changes to program scope to ensure they meet the direction of the business and optimise business performance
Manage the analysis and dissemination of complex interface technical information and business rules across teams, acting as the conduit between design, engineering and other specialist resources, to enable informed business decisions and service level improvements
Build strategic relationships and work with all internal and external stakeholders to define business needs, user stories and priorities with a comprehensive analysis of alternate solutions using best practice methodologies to deliver products and services with the maximum customer benefit and to required standards
Provide expert knowledge and advice at relevant forums, meetings, and chapters to align on business strategy and customer needs
Ensure comprehensive documentation is produced such as business and functional requirements, technical/interface designs, business process models, user stories/requirements and user scenarios to industry guidelines as appropriate for the business needs
Contribute to the development of the BA community of practice and knowledge management
Mentor and share knowledge with other team members to contribute to the maintenance of high-quality deliverables.
You will get the opportunity to support and develop skills to:
Build consensus between services and/or stakeholders to create a continually collaborative environment that sustains good service, resolving technical disputes with varying levels of complexity and risk, solving issues and unblocking problems to meet service delivery outcomes
Analyse existing business properties/sites to identify overall inefficiencies and/or noncompliance and develop and implement solutions to improve business performance based on user needs, available technology, alignment with standards and value for money
About Us
The Customer Experience Unit (CEU) in the Department of Customer Service (DCS) is the centre of excellence for improving customer experience in the NSW Government. The CEU ensures customers are at the centre of government decision making and delivery so that their experience of NSW Government is easy, efficient, and trustworthy no matter where or how they interact.
The aim of the Government Made Easy team is to ensure that customers have a seamless experience when interacting with government. We lead the delivery of the Government Made Easy (GME) Premier’s Priority and more broadly we improve the customer experience across government, with a focus on our most vulnerable customers. Take a look at the Department of Customer Service website to learn more about us.
What we need from you:
An up-to-date CV and a brief cover letter outlining how your skills and experience are aligned to the role.
For enquiries regarding this position, please contact Lance Berry, Program Manager (Lance.Berry1@customerservice.nsw.gov.au)
Salary Grade 11/12, with the base salary for this role starting at $134411 base plus superannuation
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Thursday 30th March at 9:59am
Working at Department of Customer Service
The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit our Careers site to find out what it means to work for us.
You Belong Here
We are committed to diversity, inclusion, and new ways of working.
We have 8 million+ reasons to care and want our employees to represent the communities that we serve.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via shannon.williams@customerservice.nsw.gov.au or 02 9494 8351.
