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.

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