Senior Business Analyst
Join to apply for the Senior Business Analyst role at NSW Department of Customer Service .
NSW Department of Customer Service provided pay range
This range is provided by NSW Department of Customer Service. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
A$129,464.00/yr - A$142,665.00/yr
Position information
* Employment type: Temporary role until 30 September 2026 (with possible option for extension)
* Salary and Grade: DCS Clerk Grade 9/10 ($129,464 - $142,665 base + super)
* Location: McKell, Sydney (Hybrid flexible working options)
About the role
We are looking for an experienced Senior Business Analyst who is a Drupal specialist and SAFe expert 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 Principal Product Owner. You will support the Principal Product Owner to achieve roadmap goals through the day‑to‑day management of a multi‑disciplinary team including designers, content writers, developers and testers within the NSW Government website migration program.
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 site.
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
* Define and write user stories, acceptance criteria and success metrics, to ensure customer centric products, experience and content design, development and delivery
* Assist in the testing and quality assurance of end‑to‑end product delivery through the software development lifecycle and content uplift lifecycle
* 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 business requirements.
* Use your expertise with Drupal 10 and other technologies such as ReactJS 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 best approach
* Investigate problems, analyse options and provides 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
* Extensive experience in the Atlassian tool suite including Jira and Confluence is mandatory
* Expertise with digital process mapping including analysing, documenting, and improving business processes is mandatory
* Expertise in enhancing organisational efficiency and effectiveness by identifying, analysing, and improving business processes 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
* Testing and quality assurance of digital products and content including functional, accessibility and performance testing
* 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
* Experience working with technical teams and ability to communicate digital product requirements and features to the development team to ensure delivery of high‑quality products, services and customer experience
* 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
* Extensive experience in the Atlassian tool suite including Jira and Confluence is mandatory
* 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
* Lead an effective multi‑disciplinary product team and contribute to a high‑performance culture
* Work in a fast‑paced, agile environment building content based on customer needs and user stories
Salary information
Salary Grade 09/10, with the base salary for this role starting at 129,464 base plus superannuation.
Contact
For enquiries relating to recruitment please contact Swathy Mohan at
Closing Date
09:59 am, 19 Nov 2025
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Technology, Information and Media
Additional information
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.
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 .
Diversity and inclusion statement
You can view our full diversity and inclusion statement here.
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
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