Senior Business Analyst with Health, Contact Centre, Governance

Senior Business Analyst with Health, Contact Centre, Governance & Policy

Join to apply for the Senior Business Analyst with Health, Contact Centre, Governance & Policy role at ZSoft Technologies Pty Ltd

Senior Business Analyst with Health, Contact Centre, Governance & Policy

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Join to apply for the Senior Business Analyst with Health, Contact Centre, Governance & Policy role at ZSoft Technologies Pty Ltd

Senior Business Analyst with Health, Contact Centre, Governance & Policy - SYDNEY

We are seeking a Senior Business Analyst with extensive experience in the health sector, contact centre transformation, governance, and policy development. The successful candidate will play a key role in gathering and documenting requirements, drafting governance and policy documents, and supporting the design and enhancement of products and services in compliance with organisational and regulatory standards.

Experience Requirement

• Minimum 8+ years as a Business Analyst, including significant experience in health, contact centre, governance, policy, and product development/maintenance.

Key Responsibilities

• Lead requirements gathering, documentation, and validation activities with stakeholders in health, contact centre, and governance domains.
• Prepare governance and policy documents to support organisational compliance and decision-making.
• Collaborate with cross-functional teams to define product requirements, workflows, and enhancements.
• Translate complex business needs into clear and actionable specifications for solution design and delivery.
• Develop and maintain business process maps, use cases, and functional documentation.
• Support governance forums and ensure alignment with strategic, operational, and compliance requirements.
• Contribute to product development and maintenance activities, ensuring features meet business objectives and regulatory standards.
• Facilitate workshops, stakeholder interviews, and working groups to build consensus and gain sign-off on deliverables.

Skills & Experience

• Strong background in the health sector or similarly regulated environments.
• Experience with contact centre transformation and operational process optimisation.
• Demonstrated ability to produce high-quality governance, policy, and procedural documentation.
• Strong product development and maintenance experience in complex environments.
• Skilled in requirements elicitation, business process analysis, and documentation tools (Visio, Lucidchart, JIRA, Confluence).
• Excellent written and verbal communication skills, including the ability to engage with senior stakeholders.

Desirable

• Familiarity with AI-driven contact centre solutions.
• Agile delivery experience.
• Knowledge of regulatory and compliance frameworks in healthcare and customer service.

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Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionResearch, Analyst, and Information Technology
• IndustriesIT Services and IT Consulting

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