Senior Business Analyst

We are looking for an experienced Senior Business Analyst who has Drupal 10 and Scaled Agile (SAFe) specialist skill 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 OneCX Program Manager. You will support the Program Manager in analysis of benefits and assessment of program level requirements as well as the gathering and day-to-day management of business requirements, working with a multi-disciplinary team including designers, content writers, developers and testers within the NSW Government website migration project.

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.
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.

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.
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.
Experience working closely with UI/UX and active involvement in user research is desirable.
Demonstrated ability to establish credibility quickly and engage and inspire key stakeholders.
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.

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.

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.

Applying is easy! Launch your career to the next level by clicking ‘Apply Now’ and submitting your resume and a cover letter (cover letter maximum 1 page) outlining how you meet the skills and experience of this role.

For enquiries relating to recruitment please contact Esther Dah via esther.dah@customerservice.nsw.gov.au.

NSW Government

Latest Jobs

Senior Business Analyst