Technical Business Analyst - ICT
* Clerk Grade: 7/8 $113,574 - $125,720 plus super
* Employment Type: Ongoing, Full-time
* Location: McKell, Parramatta or Gosford - hybrid 2 days per week required in office.
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.
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.
About the role
As a Technical Business Analyst you will work with business and technical stakeholders to gather and translate requirements into effective technology solutions. The role involves conducting technical discovery, contributing to functional requirements and user stories, and supporting testing and delivery activities. You will collaborate across teams, provide support for routine system issues, and produce clear reports, dashboards and user communications to support successful adoption and continuous improvement.
Key responsibilities:
* Engage stakeholders to gather, document and translate business requirements so business needs are clearly understood and recorded
* Conduct technical discovery across systems, data and associated business processes to identify issues, impacts and improvement opportunities
* Contribute to developing functional requirements, user stories and analysis artefacts so solutions meet agreed standards and business needs
* Participate in testing and delivery activities under direction to support the successful implementation of technology solutions
* Collaborate with technical teams, project staff and stakeholders to support aligned and coordinated delivery outcomes
* Provide technical support for routine system or process issues and escalate complex problems to maintain service continuity
* Maintain awareness of relevant industry trends, systems and tools to support informed analysis, continuous improvement, and effective reporting practices, including generating clear and accurate reports and creating insightful dashboards
* Prepare and distribute clear, timely and audience appropriate end user communications to support awareness, change readiness and successful adoption of technology solutions
To be successful in this role you will demonstrate:
* Strong capability in understanding and bridging business and technical needs, with a keen interest in continuous improvement and automation.
* Excellent communication and interpersonal skills with experience tailoring messages to diverse audiences to build awareness, support change readiness and translating technical concepts for diverse audiences for the purpose of negotiating positive outcomes.
* Effective priority management engaging constructively with stakeholders and taking accountability for delivering high quality discoveries that support sustainable, customer focused outcomes.
* ICT service integration and automation, with hands on experience in platforms such as ServiceNow and PowerShell.
How to apply
If this role sounds like you please hit the apply now button and include a resume (max 5 pages) and cover letter (max 2 pages) advising how your skills and experience align to the role.
Why work for us?
* There are lots of reasons why a role with us is rewarding - working with us gives you:
* The opportunity for meaningful work that matters to all of us in NSW
* We have a hybrid work model (in-office and from home) with opportunity for flexible or condensed hours, with our offices always open to you balancing flexibility and connection
* Flexible leave so you can recharge and make time for what counts
* Much more than just a job, you can build a career here
* Access to health and well-being programs including Fitness Passport
Salary Grade 7/8, with the base salary for this role starting at $113574 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Tiffany Martin 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: Tuesday 19 May 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 or 02 9494 8351.
For more information, please visit
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