Senior Business Analyst

Description:

NSW Department of Customer Service is looking for Senior Business Analyst Senior Business Analyst.

About The Role

We’re looking for Senior Business Analysts to support us in delivering strategic initiatives within both Service NSW and across a wide range other NSW government agencies. Key focus areas for the team include the transformation and optimisation of service delivery designs and their underlying technology to support a world class experience for the customers and businesses of NSW. To deliver this broad program of change we need Senior Business Analysts with a range of backgrounds and specialisations to complement the existing members of the team.

In this role you will combine experience and a keen analytical mind with a variety of methods and data sources to provide high value insights and recommendations across all stages of the project lifecycle, from opportunity analysis to post implementation review.

The role is focused on operational rather than technical capabilities and requires you to support stakeholders across multiple government agencies, creating solutions to complex operational problems in a fast-paced environment.

You will be working with a dynamic, multi-disciplinary team who operate in a highly collaborative environment. We value diversity and welcome applicants from a range of disciplines, where the critical requirement is a demonstrated ability to deliver positive outcomes under challenging conditions.

In This Role, You Will

• Identify and analyse existing business processes, systems and other functional requirements.Compile comprehensive discovery reports and due diligence documentation including detailed insights, risks and recommendations.
• Gather, analyse and translate operational data (demand, performance, capacity, cost, etc.) into meaningful insights which support informed decision making and improve the effectiveness of processes and programs.
• Influence and negotiate with internal and external stakeholder groups to obtain consensus for change initiatives to facilitate scoping and setting business priorities.
• Research and create omni-channel service design blueprints which optimise outcomes for both customers and the business across voice, face-to-face and digital channels.
• Manage and co-ordinate planning and processes to ensure all critical business functionality is tested and a quality system is delivered and accepted by key stakeholders.
• Assist in the project management of multiple concurrent complex projects.
• Provide expert support to management to present to key stakeholders and provide advice on technical issues to non-technical audiences.

To be successful in this role you will have :

• You are flexible, adaptable and experienced working in complex, fast-paced environments.
• You have a sound understanding of foundational BA and PM skillsets with a proven ability to apply them flexibly and selectively to novel situations.
• You have experience in operational applications of business analytics, ideally in a customer service environment.
• You will be a strong communicator with the ability to foster effective working relationships with stakeholders at all levels.
• You are self-motivated and committed to delivering quality outcomes.

The following would be highly regarded, but is not essential:

• Previous contact centre or service centre experience.
• Previous experience in customer service design.
• Previous experience with CX, EX and XM functions.
• Facilitation and presentation skills.
• Related qualifications (BA methodologies, PM methodologies, business, maths, sciences, economics)

If this sounds appealing to you, we welcome your application!