Role: Data Analyst
Role type: Ongoing
Salary: DCS Clerk Grade 7/8
Location: Sydney or Bathurst with hybrid/flexible work options

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.

ID Support NSW is a nation-leading business unit in Cyber Security NSW, within DCS that deliver public-facing advisory services dedicated to assisting victims of identity theft and crime and supports the NSW Governments data breach response. With recent data breaches and increasing fraud, identity resilience is key to preventing misuse. Learn more about ID Support NSW and help shape how identities are protected and remediated in NSW.

About the Role:
ID Support NSW is looking for a Data Analyst to join our Programs & Breach Response team. This team has a focus on leading support for affected agencies in breach scenarios, by providing a tailored CRM and telephony solution with additional support through technical applications, data analysis, data cleansing and reporting to provide a timely notification process to support affected customers. In this role you will support the functions of the Senior Data Analyst by:
· gathering and analysing data from multiple sources to identify patterns, trends, anomalies and opportunities
· cleansing data to meet different requirements for different functions
· interacting with the Salesforce CRM and AWS telephony platform, as well as external technical applications to perform essential business functions
· building and maintaining data visualisation and reporting dashboards on various applications
· monitoring KPIs and metrics tracked against business outcomes
· assessing current and future processes ensuring focussing on compliance with governance and quality assurance requirements
· engaging with relevant stakeholders on data analysis and cleansing functions during agency breach responses
· identifying areas of continuous improvement of programs and processes
· supporting project management functions in relevant data and technical application enhancements
which will help to identify opportunities that drive revenue, streamline processes, and improve overall business performance. Your insights will play a key role in shaping strategic planning, supporting continuous improvement initiatives, and improving performance.

Key Accountabilities:

• Identify, interpret and analyse data using linking and statistical techniques to answer business problems including the identification of trends and/or patterns in complex data sets, and to create inference or insight.

• Develop and implement databases, data collection systems, data analytics and other strategies that optimise statistical efficiency and quality using best practice methodologies and industry recognised standards and processes.

• Acquire data from primary or secondary data sources and maintain databases/data systems to expected standards.

• Filter and "clean" data to locate correct data subsets to ensure the quality and accuracy of source data.

• Produce reports, visualisations and recommendations to answer business problems that are presented in the most appropriate format to ensure clarity for target audience.

• Analyse and define new process improvement opportunities to support continuous improvement and business outcomes.

• Develop and maintain customer and stakeholder relationships through effective communication, negotiation and issues management to ensure deliverables are met.

• Provide advice to stakeholders, recommending and implementing ways to improve the efficiency and reliability of data products and services.

About Cyber Security NSW Branch:
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

About You:
To be successful in the role you will:
· Have a strong understanding of applying quality assurance, validation and data linkage in business context
· Thrive in fast-paced environments, confidently juggling competing priorities while responding to requests for information and advice
· Be a clear communicator and confident decision-maker, with the ability to distil complex data concepts into concise actionable advice
· Have Tertiary Qualifications in statistics, mathematics, social science, actuary, engineering, computer science, econometrics, or equivalent experience
· Be an Australian Citizen including the ability to obtain and maintain a Negative Vetting Level 1 National Security Clearance and undergo a police check
· Have experience with tools including a CRM platform such as Salesforce, a Telephony platform such as AWS, Microsoft suite of products and being proficient with Excel, PowerPoint, and data visualisation and reporting tools such as Power Bi
· Either have experience with Python coding, Databricks, and Salesforce admin functions which are desirable, but not required.

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.

Please click here to view the role description for more information.

Salary Grade 7/8, with the base salary for this role starting at 113,574 base plus superannuation

Click Here to access the Role Description.

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: 8th of October 10am

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 02 9494 8351.

For more information, please visit

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