Senior Business Analyst Clerk Grade: 9/10 Employment Type: Full-time, temporary 12 months, with strong potential for extension Location: 4 Parramatta Square (base) and McKell, Rawson Place, Sydney as required from time to time. Hybrid working, which is subject to change based on team needs or broader divisional and DCS flexible work policies. This role sits within the NSW Fair Trading in the Digital team. Be Part of the Future of Fair Trading At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive. We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve. This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW. If you’re someone who: Thinks deeply about the needs of people and communities Is motivated by great outcomes, not just processes Wants to be part of an organisation that’s transforming how regulation works …then there’s a place for you in our future. Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value. About the team NSW Fair Trading is responsible for the administration of property and consumer protection laws in NSW. The Fair Trading Digital team works collaboratively with key internal and external stakeholders to provide the best digital solutions for our customers. About the role Fair Trading Digital is implementing a multi-year Digital Modernisation Strategy. As a Senior Business Analyst you will identify, analyse and document business processes, systems, and other functional and non-functional requirements to facilitate the decommissioning and migration of legacy systems onto a new Salesforce solution. Working with product managers, you will ensure that we deliver value, not just technology change, by translating business needs into a functional and sustainable product. You will also support technical solutioning, software integration, data migration and change activities. This critical and rewarding role requires a deep commitment to product excellence, process efficiency and “hands on” software implementation work. Enable an enjoyable and high performing culture and embody the “gold standard” for digital products in government. Your responsibilities: · Collaboration & stakeholder engagement: Lead discovery with internal stakeholders to elicit requirements via workshops and meetings. Build strong cross-functional relationships by collaborating with product managers, service designers, architects and others to align scope, dependencies and user needs. Translate between business and technical teams, ensuring requirements are feasible, testable and designed for adoption. · Analysis: Conduct business and systems process analysis, at a complex level, resulting in data, process and software documentation and improvement recommendations. Determine integration requirements and support technical solutioning. Facilitate decision making by framing options, articulating trade-offs and capturing decisions. Conduct impact assessments for changes across process, data, roles, and controls, documenting risks, assumptions, issues and dependencies. · Documentation: Create the documentation necessary to facilitate change and to add clarity to all stakeholders, both technical and non-technical. This includes actionable user stories with supporting acceptance criteria, workflow diagrams, mock-ups, data rules, security and accessibility considerations, and other communication resources. Ensure documentation is well-organised, consistent, and up to date · Agile delivery: Participate in Agile ceremonies such as sprint planning, stand-ups, retrospectives, sprint reviews and showcases. Support iterative design, delivery and continuous user feedback. Collaborate closely with product managers, delivery managers, designers and engineers. · Quality assurance: Conduct walkthroughs with engineers and testers. Ensure epics and user stories are well understood. Assist in preparing complete and accurate test scripts, coordinate UAT and complete some testing as required. Contribute to defect triage and resolution. · Hypercare transition & operational readiness: Support go-live and business readiness activities to ensure system adoption and continuity, supported by necessary artefacts. Contribute to change impact assessments, training and communications needs. To be successful in this role you will demonstrate: · Extensive experience as a business analyst in significant digital transformation programs. · Salesforce and automation familiarity is highly favoured. · Experience supporting technical teams and business stakeholders throughout an Agile product development and release process. · Ability to identify, document and translate technical requirements and designs, including for system integrations and data migration. · Outstanding communication, analytical, and stakeholder management skills. · Work habits that prioritise outcomes, through commitment to speed, flexibility and quality of deliverables with minimal supervision. · Knowledge of, or ability to adapt to NSW Government practices and standards. Salary Grade Grade 9/10, with the base salary for this role starting at 129,464 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Francis Wen via francis.wen@customerservice.nsw.gov.au. 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: Thursday, 30th April 2026 (at 9:59am). 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 francis.wen@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process