Government Of New South Wales | Senior Business Analyst

Senior Business Analyst NSW Government Digital Channels Team Temporary role until 30 June 2025 (with possible option for extension)
Salary and Grade: 9/10
Location: Primary location McKell, Sydney 2000
About the role We are looking for an experienced Senior Business Analyst who has Drupal 10 and Scaled Agile (SAFe) specialist skills to join our Digital Channels team within Digital.NSW. Our mission is to create a more connected, accessible, and inclusive future for all New South Wales. Empower and collaborate with government partners to establish one trusted source of truth for government information, services, and community feedback.
This role sits within our OneCX Delivery stream and will report to the OneCX Program Manager. You will support the Program Manager in the analysis of benefits and assessment of program-level requirements as well as the gathering and day-to-day management of business requirements, working with a multi-disciplinary team including designers, content writers, developers, and testers within the NSW Government website migration project.
As Senior Business Analyst, you will work on a multi-stream program within a team responsible for digital product definition, development, and implementation. The role supports the review and analysis of digital channels including website, portal, and related CMS to identify informational needs for customers on nsw.gov.au.
With a customer service mindset, you have both strategic and hands-on approaches when taking on problem-solving tasks and challenges.
Your key accountabilities include: Analysis of current agency websites to identify features required and complete fit-gap assessment against current nsw.gov.au Drupal component framework.
Management of program-wide risks including designing process improvements to mitigate risks.
Perform analysis of benefits and other program-wide KPIs, including designing reports and interpreting results.
Assisting Product Owners in the analysis required to build Roadmaps. Engage with agency stakeholders to understand their needs and document requirements in the form of Epics and Stories and acceptance criteria.
Drive the analysis and collection of information, including investigating issues and analysing customer feedback and insights to create viable recommendations for service improvements that align with business strategy and user needs.
Assist the Product Owner in prioritizing the backlog items based on business value and customer needs, and help to maintain a well-ordered backlog in Jira.
Contribute to the development of project plans (e.g., implementation plans, requirement gathering, specifications, user acceptance testing) to facilitate the successful achievement of business initiatives and strategic goals.
Provide plain language advice on technical issues to non-technical audiences.
Facilitate and manage requirements gathering activities with varying levels of participants to gather, inform, socialise and gain acceptance of business requirements.
Use your expertise with Drupal 10 and other technologies such as React JS to collaborate with the team to validate technical assumptions and help uncover technology-related issues early in the development process.
Document requirements and related analysis creating artefacts for input to technical solution designs, such as user stories, acceptance criteria, data models, site maps, flow diagrams and facilitate the development of effective wireframes or mock-ups.
Analyse and document business processes and technical functions to enhance business systems and assist stakeholders to decide on the best approach.
Investigate problems, analyse options and provide recommendations for new and existing services and features.
Manage relationships with and between stakeholders, engaging with users and stakeholders to effectively document needs.
Analyse current services, processes, and customer feedback to identify opportunities to optimise functionality to contribute to ongoing improvements to products and ways of working.
Have input into change management or business impact assessments.
Key Skills and Experience to be successful: Extensive experience using Drupal 10 content management system to deliver website build and migration is mandatory.
Expertise with Scaled Agile Framework (SAFe) and related product delivery methodologies to manage multiple web projects simultaneously is mandatory.
Knowledge and experience with Web Content Accessibility Guidelines (WCAG) 2.2 accessibility standards and guidelines is mandatory.
Experience with content migration or redesigning websites in line with industry best practice is mandatory.
Experience working closely with UI/UX and active involvement in user research.
Demonstrated ability to establish credibility quickly and engage and inspire key stakeholders.
Experience working closely with Content Designers and supporting them in content analysis and strategy (desirable).
Experience using the platform and gathering business requirements for Salesforce CRM (desirable).
Strong business analytical skills that can be applied to any business or technical area without detailed knowledge of that area.
Strong problem-solving skills.
Experience in business analysis on projects utilising both agile and waterfall methodologies.
Ability to work on multiple projects simultaneously, often with limited direction.
Ability to keep across changing technologies, business processes and industry best practices.
Ability to work with vendors and other delivery teams.
Ability to operate in an environment of ambiguity and competing agendas, keeping stakeholders focused on project goals.
Experience with collaboration technologies such as Confluence and Jira.
Experience working within an SAFe environment with an ability to document clear, concise and accurate user stories, epics and ART Epics.
Excellent communication skills, both oral and written and the ability to communicate complex problems in a way the audience can understand.
Knowledge of privacy and security awareness of standards.
A can-do attitude and be willing to solve problems outside of usual practice.
About the team The Department of Customer Service has embarked on a journey to transform the NSW Government into the world's most customer-centric government. We place the customer at the centre of everything we do and are leading the digital strategy for NSW Government.
The NSW Government Digital Channels team is responsible for central NSW Government digital channels including the NSW Government website and NSW Government Facebook . On these channels, we provide an inclusive, consistent, high-quality experience for NSW Government customers.
The OneCX program is an all-of-government strategy that will see over 450 agency websites migrated onto one single source: nsw.gov.au. We are transforming our customer's digital experience of NSW Government. It is making it easier for customers to access the information they need, without having to understand or navigate the structure of government.
Why work for us? The opportunity for meaningful work that matters to all of us in NSW.
Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts.
Much more than just a job, you can build a career here.
Unmatched opportunities for growth and development.
Make a difference to the people of NSW.
Opportunity to be part of an exciting whole-of-government program.
Provide business analysis to improve customer experience.
Work in a fast-paced, agile environment building content based on customer needs and user stories.
Applying is easy! Launch your career to the next level by clicking 'Apply Now' and submitting your resume and a cover letter (cover letter maximum 1 page) outlining how you meet the skills and experience of this role.
Salary Grade 9/10, 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 Esther Dah via
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, 10th of January 2025 at 10:59am 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 or 02 9494 8351.
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