Senior Manager Business Analyst

Join to apply for the Senior Manager Business Analyst role at NSW Department of Customer Service

Join to apply for the Senior Manager Business Analyst role at NSW Department of Customer Service

NSW Department of Customer Service provided pay range

This range is provided by NSW Department of Customer Service. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$149,739.00/yr - A$173,174.00/yr

Employment Type: Ongoing / Permanent full-time opportunity

Location: Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required from time to time (negotiable)

Grade: DCS Clerk Grade 11/12

Salary Range: $149,739 - $173,174 p.a. base salary dependent on experience, plus 12% superannuation.

The opportunity

We are now inviting applications for the opportunity of Senior Manager Business Analyst for Government Technology Platforms, within Digital NSW as it transforms to become the state's trusted partner to enable accessible and secure digital platforms and services for the citizens and business of NSW.

In this role you will lead a team of specialist to critically review and analyse end-to-end business processes and requirements from multiple stakeholders and managing the strategic analysis of highly complex and integrated projects to deliver optimal customer experience. You will also have the opportunity to develop a capability chapter that supports a continuous improvement culture.

What you will bring to this role

· Extensive experience in leading and managing a team of business analysts to deliver the complete business analysis lifecycle across service providers, staff, insurers, and key stakeholders.

· Proven success in engaging at all levels from on the ground business and technical teams through to senior executives. Your ability to adapt communication with contextual information will be critical.

· Proven experience in managing the analysis and dissemination of complex technical information and business rules across teams, facilitating informed decisions and service level improvements.

· Demonstrated experience in identifying and scoping key delivery items for new projects using agile methodologies, while building strategic relationships with stakeholders to define business needs and user stories that maximise customer benefit.

· Experience in identifying and documenting business processes and requirements to align user stories and evaluate outcomes, while establishing and leading system testing to ensure software quality standards are met.

· Experience in analysing customer feedback to develop actionable recommendations for service improvements, while ensuring comprehensive documentation of technical and functional requirements, designs, and user stories aligns with industry guidelines and business needs.

Essential requirements

· Relevant tertiary qualifications or demonstrated currency of knowledge in the areas of business analysis

· Satisfactory Criminal Record Check

· SAFe Agilest or equivalent accreditation highly desired

Salary Grade 11/12, with the base salary for this role starting at 149,739 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, 08 Sep 2025

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 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 visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesTechnology, Information and Media

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