Senior Technical BA - Customer Operations Transformation

NSW Public Service Commission; City of Parramatta; Hybrid; AUD 163,000 - 183,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Transport for NSW seeks a Senior Technical Business Analyst for the Customer Operations program. The role leads investigations, translates complex business needs into technical solutions, and coordinates with Customer Operations, Contact Centre, Service Delivery and vendor teams to manage transitions.

You will shape business readiness, produce artefacts like process maps, business rules and cases, and drive improvements across a large program in a hybrid office setting.

Qualifications

• Extensive experience analysing and translating business needs across complex portfolios of initiatives.
• Strong analytical and problem-solving skills in contemporary BA methodologies.
• Exceptional stakeholder engagement, communication, and discovery skills.

Responsibilities

• Lead investigations to identify, analyse and define complex business requirements.
• Translate requirements into business and technology solutions; improve systems and processes.
• Drive continuous improvement across a portfolio of complex initiatives and support benefits realisation.

Skills

Business analysis

Stakeholder engagement

Process modelling

Requirements management

Solution design

Discovery

Education

Tertiary qualification

BA certification

Tools

Jama Connect

Signavio

Job description

Transport for NSW seeks a Senior Technical Business Analyst for the Customer Operations program. The role leads investigations, translates complex business needs into technical solutions, and coordinates with Customer Operations, Contact Centre, Service Delivery and vendor teams to manage transitions.

You will shape business readiness, produce artefacts like process maps, business rules and cases, and drive improvements across a large program in a hybrid office setting.