EOI - Business Analyst
Clerk Grade:
7/8
Salary Range:
$113,574 - $125,720 + super
Employment Type:
Temporary until 31 July ****
Location:
Parramatta, Mckell or Gosford - Hybrid opportunity.
In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
Application Closing Date
Wednesday 28 January **** (9:59am)
About Us
Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer 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.
About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.
Within GSS, you will be working on the SSO-GGO (Shared Services Optimisation and GovConnect Onboarding) Program and will be part of the Telephony Consolidation Initiative. This program involves implementing the Amazon Connect Telephony solution, currently used by the IT Service Desk, and extending it to the Business Process Operations (BPO) Service Desk. This includes transitioning from legacy telephony systems, rationalising multiple customer entry points and phone numbers, and harmonising the experience across teams.
What you will do
Document business requirements and solution design for the Amazon Connect implementation.
Analyse current telephony processes and identify opportunities for improvement and harmonisation.
Support the transition from existing telephony platforms to Amazon Connect.
Work collaboratively with the supplier and other delivery partners to design and deliver the solution.
Partner with the Business Process Operations (BPO) team to support solution design, testing, cutover, and transition activities.
Provide support during the hyper-care period to ensure a smooth post-implementation experience.
Develop support materials and contribute to change management activities.
Engage with stakeholders to ensure requirements are understood and solutions are fit-for-purpose.
Provide insights and recommendations to improve customer experience and operational efficiency.
About You
You are an experienced Business Analyst with strong capabilities in:
Communicating effectively
with technical and non-technical stakeholders.
Thinking and solving problems
to deliver practical solutions in complex environments.
Technology
– understanding telephony systems and leveraging technology for business outcomes.
Customer focus
– designing processes and solutions that enhance customer experience.
Experience with telephony systems, contact centre technology, or Amazon Connect is highly desirable.
Proficiency in analysing and reporting data with toolsets such as PowerBI and ServiceNow.
What we need from you
An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks. A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.
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. For enquiries relating to recruitment please contact Zara Khalil 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.
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 .
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