Principal Business Analyst

Support legacy system decommissioning and transition to a new flagship digital platform (CRM / BPM). Take full initiative to partner with business stakeholder and ensure needs are addressed through an amazing product. This critical and exciting leadership role will also take on risk management and coaching of other BAs across multiple squads.

Your Responsibilities

• Program strategy & discovery: Lead discovery activities to understand current-state applications, services, and user needs. Ensure alignment with the program's digital strategy, enterprise policies and standards, and agency objectives. Recommend legacy process and application replacements, and contribute to business cases, funding requests, and program reporting.
• Stakeholder engagement: Act as a liaison across business, technical, and executive stakeholders. Facilitate workshops and co-design sessions. Collaborate with Product Managers, Service Designers, Architects, and others to ensure alignment between program objectives and user needs.
• Requirements & documentation: Own the specification of business requirements for the platform, including user workflows, customer experience, data usage, and integration points. Translate complex policy, operational, or technical requirements into clear, actionable user stories and epics with acceptance criteria. Incorporate accessibility, UX, security, and technical considerations. Document all processes using Confluence, Jira, Miro, and Microsoft tools. Ensure documentation is well-organised, consistent, and up to date.
• Agile delivery & governance: Participate in or help facilitate Agile ceremonies such as sprint planning, stand-ups, retrospectives, sprint reviews, and showcases. Support iterative design, delivery, and continuous feedback. Collaborate closely with Product Owners, Delivery Managers, and cross-functional Agile teams. Advocate for continuous improvement and evidence-based decision making. Assist with updates to governance forums and senior leadership, including management of risks, dependencies, and benefits realisation.
• Quality assurance: Support product development by conducting walkthroughs with Engineers and QA testers. Ensure epics and user stories are well understood and acceptance criteria are comprehensive. Assist the Test Lead in preparing complete and accurate test scripts. Contribute to defect triage and resolution.
• Hypercare transition & operational readiness: Support go-live and business readiness activities, including process transition to ensure operational continuity and compliance. Help lead hyper care and establish a long-term support model, ensuring clear ownership of business processes post-implementation. Ensure technical support guides are prepared. Contribute to change impact assessments, training, and communications.
• Leadership & capability building: Help assemble and lead a high-performing team of business analysts. Support recruitment and onboarding and foster a culture of continuous improvement. Drive delivery velocity against roadmap targets and mentor junior analysts to uplift team capability.

To be successful in this role you will demonstrate:

• Experience with multiple new platform or application builds, and system cut overs
• CRM platform rollout experience depth e.g. Salesforce or similar
• CRM / BPM product experience. Understanding of AI and workflow automation.
• Excellent analytical, documentation and collaboration skills
• Ability to manage multiple deliverables and oversee other business analysts
• Work habits that prioritise outcomes, through commitment to speed, flexibility and quality of deliverables with minimal supervision
• Knowledge of, or ability to adapt to NSW Government practices and standards