Business Optimisation Analyst

Salary: SNSW Grade 7/8 - The package includes base salary ($105,986- $ 124,957), plus employer's contribution to superannuation and annual leave loading.
Employment Type: Full Time, Ongoing
Location: Sydney Haymarket / Hybrid working - In-office attendance currently required two days per week, in line with DCS directive.

About us:
Service NSW is the leader in providing customer service on behalf of the NSW Government and we are passionate about delivering a positive customer service experience. Our work is continually calibrated against core values of passion, teamwork and accountability to ensure our focus is always on the customer. Our agency is passionate about delivering first-class customer experience to all citizens across NSW.

Click here to see what we do

About the role and team:
We are seeking a Business Optimisation Analyst to support and implement business process improvements that improve outcomes for our customers and drive operational efficiencies for Service NSW. In this role, you will use a variety of methods and data sources to conduct a discovery into the issue, deliver business improvement programs to enable continuous improvement, as well as work cross-functionally with stakeholders across the organisation to deliver their own optimisation and improvement initiatives.

You will be working with a high-performing, multidisciplinary team who values diversity of thought and promotes collaboration. We actively look for ways to contribute our strengths and perspectives to optimise the outcomes for our team and organisation. To be considered for this role, you will need demonstrated experience in extracting data from multiple systems and preparing the data for analysis, relaying the insights and translating these messages into professional presentations and reports that are fit for audience. Additionally, you are resilient in an environment of fast-change and adept at pivoting across multiple projects when required.

In this role, you will:

• Extract data from multiple business systems and conduct analysis that informs where opportunities are for improvement
• Conduct cost-benefit analysis that considers the cost of interventions and whether the intervention itself presents a net benefit to the organisation
• Analyse quantitative and qualitative data to evaluate the success of key programs of work and understand what benefits have been realised
• Deliver improvement initiatives with a human-centred approach
• Contribute to discussions to shape problem statements and potential solutions
• Develop briefing packs that clearly and succinctly convey the problem and our recommendations to a senior leadership audience.
  
  To be successful in this role you will demonstrate:
  
• Experience in extracting data from multiple systems and preparing the data for analysis
• Experience in working with complex analysis across several disparate data sets and relaying the insights in a way (verbal and written) that is easy to understand for team members and key stakeholders
• Strong numerical and analytical skills, including proficiency with statistical analysis techniques
• Experience conducting cost-benefit analysis
• Experience in developing briefing packs to a range of audiences including an Executive audience
• Appetite to work with a highly collaborative team, ready to bounce ideas and test various hypotheses
  
  What would be highly regarded, but not essential:
  
• Experience delivering large-scale business optimisation or business process improvement initiatives
• Tertiary qualification in a related field such as business, engineering, mathematics or science at a top-tier institution
• Knowledge of quantitative research techniques such as statistics, applied mathematics or data modelling
  
  This role has been advertised as full-time, but other arrangements such as part-time, compressed working hours and flexible hours may be accommodated for the right candidate. Also, while many of our team are based in our Sydney CBD offices under a hybrid arrangement, we welcome applications from those who would prefer to work from another location in NSW.
  
  
  To Apply
  Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.
  
  Salary Grade 7/8, with the base salary for this role starting at $105,986 base plus superannuation
  
  Click Here to access the Role Description.
  
  For enquiries relating to recruitment please contact Jyostna Channamadhvuni 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: Friday, 15 August 2025 @ 9.59 am
  
  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