Senior Business Analyst Change Management

• Clerk Grade 9/10
• Full-Time Temporary 12 months with the possibility of extension
• Parramatta location with hybrid working - weekly attendance

This role sits in the Business Process Operations (BPO) branch within Government Shared Services

This is a Talent Pool opportunity, which means you will be placed onto a Grade 9/10 talent pool for upcoming opportunities across Government Shared Services. We will actively match against positions as they arise over the next 18 months.

About the team

This newly established team's purpose is to support the delivery of the strategic roadmap to consolidate and harmonise shared services operations and systems across the NSW public sector.
Involving the consolidation and optimisation of systems and processes across the BPO team, the program will lead to improved operational effectiveness and a better customer and employee experience.

The Senior Business Analyst Change Management will design and deliver the business's change policies, processes, programs and reporting to enable change management programs to meet organisational needs and business outcomes.

Your day-to-day

Reporting to a Principal Project Officer within Government Shared Services, your role will:

• Manage the implementation and delivery of change programs and projects within the business applying sound project management principals and best practice methodologies to achieve the required outcomes
• Provide expert advice on the end-to-end change strategy, communication, impact, change readiness, training needs and deployment plans to support informed decision making and improve future outcomes
• Manage projects and oversee the consistent application of the organisation's change framework and standards across all programs of work, to ensure consistent engagement, change management and the development of change capability
• Maintain an appreciation and understanding of the business, its challenges, and objectives and develop strong client and team relationships to ensure initiatives are integrated effectively into the business units plans and meet customer requirements
• Provide expert advice and information on emerging project issues and present recommendations to inform decision making and mitigate the impacts of change to our people and our business
• Create change management plans and communications plans, including the training and orientation of employees through a structured change management implementation strategy addressing change impacts to minimise risk and support a smooth and successful transition to future state
• Develop and maintain stakeholder and customer relationships though effective communication, consultation, negotiation and issue management to ensure deliverables are met and outcomes achieved
• Monitor and review programs and their implementation and progress, preparing reports and submissions to inform Business/Change Readiness and decision making

To be successful in this role you will demonstrate:

• Qualified ADKAR Change Practitioner or similar change qualifications and/or experience and an understanding or adaptive change delivery methodologies
• Proven hands-on experience as a Change Advisor/Manager working in complex, large-scale projects, ideally in HR/Finance and technology projects with process improvement experience.
• Excellent stakeholder engagement and influencing skills at all levels, with an understanding of customer profiling and customer centricity.
• Experience creating clear, practical change and training plans that support business readiness
• Ability to work autonomously, yet collaboratively, within a cross-functional environment

Salary Grade 9/10, with the base salary for this role starting at 120859 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Zara Khalil via [email protected].

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: 9:59am Sunday 18 May 2025

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

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We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

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