Senior Business Analyst

• DCS Clerk Grade 9/10
• Full-Time Temporary to 30 September 2026 with the possibility of extension
• Parramatta location with hybrid working - weekly attendance

About the team

This newly established team's purpose is to support the delivery of the strategic roadmap to consolidate and harmonise shared services processes, 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.

About the role

The Senior Business Analyst will identify, analyse and document business processes and services including gap analysis between current and future state, to ensure readiness for go-live and support efficient delivery of business operations and performance in line with organisational strategies and operational plans.

Note - This is a Business BA role a not a technical/system/IT BA role.

Recruitment process

Successful candidates will be appointed to nominated roles in the Business Readiness Team in BPO.

The skills and experience required:

• Experience supporting projects that deliver HR, financial and service management transformations in a complex shared services environment with a diverse client base.
• Senior BA experience supporting harmonised business transformation solutions, including flexible, scalable processes and technology that support efficient business operations.
• Identify , analyse and document existing business processes, systems and other functional requirements to document and recommend improvements to enhance business operations and performance.
• Experience documenting and analysing business processes, and other functional requirements via detailed process diagrams with the ability to recommend improvements.
• Experience supporting and leading change impacts, risks, issues and interdependencies across multiple project streams.
• Business Analysis experience leading complex and sensitive consultations and negotiations with diverse internal and external stakeholders.

Desirable experience in:

• The creation of high-quality detailed documentation for Clients and internal business consumption.
• Finance and HR Transactional Processes.
• Understanding of shared services processing operations, including payroll and financial services (e.g. Accounts Payable and Accounts Receivable) within Government.

Your day-to-day

Reporting to Principal Project Manager - Government Shared Services, your role will:

• Identify and analyse existing business processes, service and other functional requirements to document and recommend improvements to enhance business operations and performance
• Manage the development, facilitation, coordination and communication of initiatives and strategies applying best practice methodologies to ensure organisational consistency and improved business performance
• Liaise with the internal customers and stakeholders to review and monitor effectiveness of tools, systems, methods and standards to ensure consistency and quality of outcomes
• 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 project planning framework in accordance with approved 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
  
  
  

What we need from you:

To apply, please attach a copy of your CV and a cover letter outlining your relevant experience and capabilities and answer the below Target Question.

Target Question 1:

Can you describe a difficult Client or Stakeholder negotiation you have been involved in. What was your role? How did you handle it and what was the outcome?

For any enquiries, please reach out to [email protected]

Salary Grade 9/10, with the base salary for this role starting at $129,464 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: Sunday, 3 August 2025 at 9.59am AEST

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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Information on adjustments available for the recruitment process