Temporary role until 30 June 2025 (with possible option for extension)Salary and Grade: DCS Clerk Garde 9/10Location: Primary location McKell, Sydney 2000Senior Business AnalystNSW Government Digital Channels TeamWe 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 frameworkManagement of program wide risks including designing process improvements to mitigate risksPerform analysis of benefits and other program wide KPIs, including designing reports and interpreting resultsAssisting 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 criteriaDrive 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 needsAssist the Product Owner in prioritizing the backlog items based on business value and customer needs, and help to maintain a well-ordered backlog in JiraContribute 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 audiencesFacilitate and manage requirements gathering activities with varying levels of participants to gather, inform, socialise and gain acceptance business requirements.Use your expertise with Drupal 10 and other technologies such as ReactJS to collaborate with the team to validate technical assumptions and help uncover technology-related issues early in the development processDocument requirements and related analysis creating artefacts for input to technical solution designs, such as user stories, acceptance criteria, data models, site maps, flow diagrams and facilitate the development of effective wireframes or mock-ups.Analyse and document business processes and technical functions to enhance business systems and assist stakeholders to decide on best approachInvestigate problems, analyse options and provides recommendations for new and existing services and features.Manage relationships with and between stakeholders, engaging with users and stakeholders to effectively document needs.Analyse current services, processes, and customer feedback to identify opportunities to optimise functionality to contribute to ongoing improvements to products and ways of workingHave input into change management or business impact assessmentsKey Skills and Experience to be successfulExtensive experience using Drupal 10 content management system (or similar) to deliver website build and migration is mandatoryExpertise with Scaled Agile Framework (SAFe) and related product delivery methodologies to manage multiple web projects simultaneously is preferredKnowledge and experience with Web Content Accessibility Guidelines (WCAG) 2.2 accessibility standards and guidelines is preferredExperience with content migration or redesigning websites in line with industry best practice is mandatoryExperience working closely with UI/UX and active involvement in user researchDemonstrated ability to establish credibility quickly and engage and inspire key stakeholdersExperience working closely with Content Designers and supporting them in content analysis and strategy (desirable)A range of experiences across both the public and private sector or multiple industriesExperience using the platform and gathering business requirements for Salesforce CRM (desirable)Strong business analytical skills that can be applied to any business or technical area without detailed knowledge of that areaStrong problem-solving skillsExperience in business analysis on projects utilising both agile and waterfall methodologiesAbility to work on multiple projects simultaneously, often with limited directionAbility to keep across changing technologies, business processes and industry best practicesAbility to work with vendors and other delivery teamsAbility to operate in an environment of ambiguity and competing agendas, keeping stakeholders focused on project goalsExperience with collaboration technologies such as Confluence and JiraExperience working within an SAFe environment with an ability to document clear, concise and accurate user stories, epics and ART EpicsExcellent communication skills, both oral and written and the ability to communicate complex problems in a way the audience can understand.Knowledge of privacy and security awareness of standardsA can-do attitude and be willing to solve problems outside of usual practice.About the teamThe 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.The OneCX program is an all-of-government strategy that will see over 450 agency websites migrated onto one single source: nsw.gov.au. We are transforming our customer's digital experience of NSW Government. It is making it easier for customers to access the information they need, without having to understand or navigate the structure of government.Why work for us?The opportunity for meaningful work that matters to all of us in NSWHybrid working, compressed hours and generous leave conditions, so you can make time for what countsMuch more than just a job, you can build a career hereUnmatched opportunities for growth and developmentMake a difference to the people of NSWOpportunity to be part of an exciting whole-of-government programProvide business analysis to improve customer experienceWork in a fast-paced, agile environment building content based on customer needs and user storiesApplying 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.Salary Grade 09/10, with the base salary for this role starting at $125,693 base plus superannuation.Click Here to access the Role Description. For enquiries relating to recruitment please contact Swathy Mohan via swathy.mohan2@customerservice.nsw.gov.au.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: 09:59 am, 28 Mar 2025Careers at Department of Customer ServiceA 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 workplaceThe 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 swathy.mohan2@customerservice.nsw.gov.au or 02 9494 8351.For more information, please visitInformation on some of the different types of disabilitiesInformation on adjustments available for the recruitment process
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