• Senior Business Analyst - ID Support NSW - Cyber NSW
• 12 months temporary full-time opportunity
• Bathurst / Sydney based (flexible working arrangements)

About Us:

The Department of Customer Service (DCS) is transforming the way NSW Government agencies interact with its customers. We aim at putting the customers at the centre of everything we do and adopting new technologies to make government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

About the Role:

Cyber Security NSW is looking for a Senior Business Analyst to join ID Support NSW. We are seeking a Senior Business Analyst with expertise in digital platforms, enterprise architecture, and technical documentation. This role is ideal for someone who thrives at the intersection of business and technology - someone who can identify root issues, propose scalable solutions, and translate complex systems into clear, actionable documentation that support efficient delivery of business operations and performance in line with organisational strategies and operational plans.

Key Accountabilities:

• Partner with cross-functional teams to analyse and optimise digital platforms and system architectures.
• Identify inefficiencies, risks, and opportunities in current workflows, integrations, and automations.
• Collaborate with architects, engineers, and product managers to design and document scalable solutions.
• Lead the creation of Standard Operating Procedures (SOPs), technical guides, and process documentation.
• Influence and negotiate with stakeholder to obtain consensus for change initiatives to facilitate scoping and setting business priorities
• Gather, analyse and translate business data to meaningful insights to support informed decision making to improve the effectiveness of processes and programs
• Implement a structured framework in accordance with compliance, standards, agile and best practice methodologies to improve efficiency, effectiveness and usability of systems and/or products
• Partner with stakeholder to undertake projects and corporate initiatives to ensure requirements and standards are met and best practice techniques are used
• 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

About Cyber Security NSW

The Cyber Security NSW is a whole-of-government function located within Digital.NSW in the Department of Customer Service. We are responsible for ensuring a cyber safe NSW. The protection of our systems and digital information is vital because of the many essential services NSW Government provides including health, emergency services, and transport. Furthermore, the exciting digital transformation being undertaken across NSW Government requires similarly enhanced cyber security capabilities.

At the centre of this exciting and growing cyber capability, Cyber Security NSW is working across NSW Government to:

• Create a whole-of-government integrated approach to managing cyber risk and responding to cyber security threats
• Increase cyber skills and awareness
• Understand the risks from cyber threats to our digital information and systems
• Set cyber security standards
• Ensure we are prepared if a damaging cyber incident occurs

To be successful in this role, you will have:

• Long term experience as a Business Analyst
• A strong communicator who can confidently collaborate with a diverse range of customers, colleagues and management
• Demonstrated experience of solution analysis and requirements gathering in digital uplift projects or supporting multi-platform environments.
• Strong understanding of enterprise architecture, API integrations
• Able to capture detailed technical requirements from system users. Prior experience with Salesforce CRM would be advantageous.
• Experience using JIRA and Confluence tools to manage technology projects and initiatives, automation tools, and cloud platforms
• Experience working with security and privacy frameworks and translating them into business processes.
• Exceptional writing skills - able to produce clear, concise, and structured documentation for technical and non-technical audiences
• Organised with strong time management skills
• Able to work autonomously and problem solve
• An Australian Citizen including the ability to obtain and maintain a Baseline National Security Clearance and undergo a police check

Applying for the role:

Please click on the link to apply and attach your resume (maximum 4 pages) and cover letter (maximum 2 pages) which should outline your experience against the key accountabilities and address the about you section.

Submissions that have not followed the above or that are submitted via email will not be considered.

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

Salary Grade 09/10, with the base salary for this role starting at 125,693 base plus superannuation

Click Here to access the Role Description.

For enquiries relating to recruitment please contact Swathy Mohan via [email protected].

For enquiries relating to the role, please contact Jacki Muir 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: 09:59 am, 10 June 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.

You can view our full diversity and inclusion statement here.

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.

For more information, please visit

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