Business Analyst

NSW Department of Customer Service; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

NSW Department of Customer Service – Sydney CBD NSW is seeking experienced Business Analysts to shape the requirements for Australia’s Public Safety Mobile Broadband service. The role focuses on translating frontline and operational needs into procurement-ready requirements and working with stakeholders to maintain quality and traceability.

The position is a temporary full-time role for 6 months, hybrid with in-office Wednesdays and Fridays at McKell Building, Haymarket.

Qualifications

• Strong experience developing detailed business, service or procurement requirements for complex technology or telecommunications services.
• Ability to turn complex user and operational needs into precise, measurable requirements.
• Strong workshop, stakeholder engagement and requirements validation skills.
• Experience across business, operational, technical and service-management environments with emphasis on traceability and quality.
• Hold Essential Security Clearance: able to obtain Baseline Security clearance within six months.

Responsibilities

• Develop procurement-ready requirements by translating use cases, operational needs and service outcomes into clear, measurable requirements.
• Apply the approved Requirements Framework, including drafting, taxonomy, numbering, prioritisation, traceability and governance.
• Maintain quality and traceability across requirements to support supplier responses.
• Define supplier obligations, government responsibilities, service levels, performance measures, acceptance criteria and evidence.
• Lead requirements development and validation with stakeholders.
• Review and improve existing requirements across end-to-end service.
• Progress requirements through assurance and approval, contributing to RFT schedules and evaluation materials.

Job description

NSW Department of Customer Service – Sydney CBD NSW

Business Analysts - Service Requirements

Grade: Grade 7/8
Salary range: $116,981-129,492 + superannuation and leave loading
Duration: temporary full time role for 6 months
Location: Hybrid with an in-office requirement on Wednesdays & Fridays in McKell Building, Haymarket. This may be subject to change in line with DCS workplace policies

Help shape the requirements that will underpin Australia's Public Safety Mobile Broadband service, translating complex frontline and operational needs into clear, procurement-ready requirements.
These are delivery-focused roles suited to experienced Business Analysts who are comfortable working through complex source material, challenging incomplete requirements and producing high-quality requirements within tight timeframes.

About the team

This role sits within the PSMB Solutions team in the NSW Telco Authority.

You'll work within the Solutions PSMB team to develop detailed, RFT-ready requirements for the Public Safety Mobile Broadband service. Working from established use cases, operational needs and service outcomes, you'll turn complex information into clear, measurable and verifiable requirements that can be taken to market.

This is a hands-on role requiring strong business analysis, requirements development and stakeholder facilitation skills, with the ability to work across users, technical specialists, service providers and subject-matter experts.

Your responsibilities will include

• Develop procurement-ready requirements by translating existing use cases, operational needs, and service outcomes into clear, measurable and verifiable requirements.
• Apply the approved Requirements Framework, including drafting, taxonomy, numbering, prioritisation, traceability and governance.
• Maintain quality and traceability across requirements, ensuring they follow the agreed framework and support clear and comparable supplier responses.
• Define supplier obligations, government responsibilities, service levels, performance measures, acceptance criteria and evidence requirements.
• Lead requirements development and validation with relevant operational, technical, jurisdictional, procurement, commercial and legal stakeholders.
• Review and improve existing requirements, identifying gaps, dependencies, assumptions, exceptions and failure scenarios across the end-to-end service.
• Progress requirements through assurance and approval, and contribute to RFT schedules, compliance matrices, response templates and evaluation materials.

To be successful in this role you will have

• Strong experience developing detailed business, service or procurement requirements, ideally for complex technology or telecommunications services.
• Demonstrated ability to turn complex user and operational needs into precise, measurable requirements.
• Strong workshop, stakeholder engagement and requirements validation skills.
• Experience working across business, operational, technical and service-management environments, with strong attention to traceability and requirements quality.
• Hold Essential Security Clearance: You will be able to obtain and retain minimum Baseline Security clearance within six months to work with sensitive government and critical communications information

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.

About NSW Telco Authority

NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders.

We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.

NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services.

We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.

NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements.

We're proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.

We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We're also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.

For more information, go to NSW Telco Authority

Salary Grade 7/8, with the base salary for this role starting at 116,981 base plus superannuation

Closing Date: 11:59pmThursday 19th November

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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

For more information, see the disability information page.