Business Improvement Analyst - Fixed Term

CGR Services; Wellington; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

Datacom is seeking a Business Analyst to identify, analyse, and deliver business and process improvement opportunities across operational and service environments. You will gather and document requirements, analyse data and processes, and support initiatives that improve service performance, customer outcomes, and operational efficiency.

You’ll contribute to a collaborative, fast-paced environment with emphasis on stakeholder engagement, problem-solving, and continuous improvement, while

Qualifications

• 5+ years’ experience as a Business Analyst, Process Analyst, Service Analyst, or similar role.
• Experience gathering, documenting, and validating business requirements.
• Strong analytical and problem-solving skills with the ability to interpret data and provide recommendations.
• Experience analysing and improving business processes and workflows.
• Strong stakeholder engagement and relationship management capability.
• Excellent written and verbal communication skills.
• Experience facilitating workshops and business discussions.
• Ability to manage competing priorities across multiple initiatives.
• Understanding of ITIL and project delivery frameworks.
• Bachelor’s degree as specified and ITIL Foundation certification.

Responsibilities

• Engage with stakeholders to understand processes, challenges, and improvement opportunities.
• Gather, analyse, and document business and functional requirements.
• Support business improvement and change initiatives across operations and services.
• Develop process maps, documentation, reports, and artefacts.
• Analyse data to identify trends and improvement opportunities.
• Support root cause analysis and practical solutions.
• Assist with KPI development and performance reporting.
• Support process optimisation and continuous improvement initiatives.
• Prepare reports, presentations, and stakeholder communications.
• Collaborate with delivery, operations, and customer teams to meet requirements.
• Support business case development, cost-benefit analyses, and impact assessments.
• Monitor and report on operational issues, risks, and improvement outcomes.
• Promote a positive health and safety culture in line with policy.

Skills

Analytical thinking

Problem-solving

Stakeholder engagement

Communication skills

Facilitation

Ability to manage priorities

Education

Bachelor's degree in business, Information Technology, Engineering, Economics, or related

Job description

Please note, this is a 6-month fixed term role. Due to the nature of the role, you must be a New Zealand Citizen or Permanent Resident living in New Zealand and eligible to achieve relevant clearance.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

As a Business Analyst, you’ll play a key role in identifying, analysing, and delivering business and process improvement opportunities across operational and service environments. Working closely with stakeholders across business and technical teams, you will gather and document requirements, analyse data and processes, and support initiatives that improve service performance, customer outcomes, and operational efficiency.

You’ll contribute to a collaborative and fast-paced environment where continuous improvement, stakeholder engagement, and problem-solving are highly valued.

Our offices are based in New Zealand. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

What you’ll do

• Engaging with stakeholders to understand current processes, challenges, and improvement opportunities
• Gathering, analysing, and documenting business and functional requirements
• Supporting business improvement and change initiatives across operational and service environments
• Developing process maps, documentation, reports, and supporting artefacts
• Analysing operational, service, financial, and customer data to identify trends and improvement opportunities
• Supporting root cause analysis and recommending practical solutions to business issues
• Assisting with KPI development and performance reporting
• Supporting process optimisation and continuous improvement initiatives
• Preparing reports, presentations, and stakeholder communications
• Collaborating with delivery, operational, and customer teams to ensure business requirements are understood and met
• Supporting business case development, cost-benefit analysis, and impact assessments
• Monitoring and reporting on operational issues, risks, and improvement outcomes
• Supporting a positive health and safety culture in line with Datacom policy

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• 5+ years’ experience in a Business Analyst, Process Analyst, Service Analyst, or similar role
• Demonstrated experience gathering, documenting, and validating business requirements
• Strong analytical and problem-solving skills with the ability to interpret data and provide recommendations
• Experience analysing and improving business processes and workflows
• Strong stakeholder engagement and relationship management capability
• Excellent written and verbal communication skills
• Experience facilitating workshops, meetings, and business discussions
• Ability to manage competing priorities across multiple initiatives
• Understanding of service delivery methodologies, including ITIL and project delivery frameworks
• Experience preparing reports, presentations, and structured business documentation
• Bachelor’s degree in business, Information Technology, Engineering, Economics, or a related discipline
• ITIL Foundation certification

Nice to have:

• Experience within managed services, IT services, or operational service delivery environments
• Business Analysis certification such as CBAP, CCBA, or equivalent
• Experience supporting business transformation or continuous improvement initiatives
• Lean, Six Sigma, or process improvement certification
• Knowledge of change management principles and practices

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.