Senior Business Analyst - Improvement and Optimisation

Role: Senior Business Analyst - Improvement and Optimisation
Salary: SNSW Grade 9/10 - The package includes base salary range from $130,705 - $157,430, plus employer's contribution to superannuation and annual leave loading
Role Type : Full Time, Temporary upto 13 months (from September 2025 to October 2026)
Location: Sydney Haymarket / Hybrid working

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 Senior Business Analyst to direct 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 leading a team to deliver business improvements in an environment where the brief could be fluid and there is a high degree of uncertainty. Additionally, you are resilient in an environment of fast-change and adept at pivoting across multiple projects when required.

In this role, you will:

• Lead project stream(s) and the assigned Business Analyst, Business Optimisation Analysts and/or Junior Business Analyst (who may or may not report to you) to deliver desired business outcomes, which may involve delivering a complex discovery project, a major improvement initiative, an evaluation of a program/pilot/service, cost benefit analysis or benefit realisation
• Coach and develop the Business Analyst that reports into this role
• Manage and collaborate with stakeholders to work through complex issues and decisions
• Communicate progress and present to frontline colleagues as well as senior stakeholders which may include Directors, Executive Directors and Managing Director
  
  To be successful in this role you will demonstrate:
• Experience managing and coaching a multi-disciplinary team, of whom you may or may not share similar strengths of skillsets with
• Strong problem-solving skills that help you find comfort in working through a high degree of uncertainty or ambiguous briefs, while also providing direction and guidance to more junior team members
• Strong communication skills with the ability to bridge and negotiate between functions, teams and executives to drive progress on key projects
• Empathy and strong listening skills - to understand the pain points experienced by our frontline and drive action that is productive in resolving the underlying problem
• Technical skills in quantitative and qualitative research methods and knowledge in how to apply statistical analysis techniques
• An understanding of the frontline experience for team members working in a Contact Centre or Service Centre (branch) environment
  
  What would be highly regarded, but not essential:
• Experience working in a Contact Centre with a deep understanding of how a Contact Centre operates, including how resources and infrastructure is organised to support call volume and enquiries.
• Tertiary qualification in a related field such as business, engineering, mathematics or science at a top-tier institution
  
  Note - 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 (3 pages max) and cover letter (2 pages max) outlining your suitability for the role.
  
  Salary Grade 9/10, with the base salary for this role starting at $130,705 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: Wednesday, 20 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