Business Analyst - Service Designer

Role: Business Analyst - Service Designer
Daily Rate: $900 + Super
Duration: 6 months
Location: Macquarie Park

The Client

Transport for NSW (TfNSW) is the lead agency of the NSW Trasport cluster. TfNSW is passionate about making NSW a better place to live, work and visit and currently are delivering the largest infrastructure program that Australia has ever seen. Transport for NSW is comprised of numerous integrated divisions that focus on achieving community outcomes for the greater good and on putting their customers at the centre and their people at the heart of everything they do.

The Role

This role will support the delivery of key strategic End User Services projects and support projects that are aimed at internal Transport for NSW end users under the End User Services program.

Key Accountabilities

• Work with stakeholders to understand project deliverables, identify solutions that require support services and if these services need to be changed, on-boarded or off-boarded
• Analyse the current service support environment for the solutions, review "As-Is" documentation, workflows, knowledge based articles and support team interactions
• Produce or modify Service Definitions for all aspects of the service/s in collaboration with key stakeholders and service owners
• Identify Service Request requirements with key stakeholders, design Service Request forms, identify any approval requirements, design support workflows, coordinate the creation/modification of Service Request forms, approvals and workflows, write use cases and test cases, support Service Request form and workflow UAT if required and collaborate with various teams to ensure usability
• Review technical solution documentation, Service Request form and workflow UAT results and work with technical analysts to create Knowledge Based Articles for support teams
• Produce any end user Knowledge Based Articles if required
• Coordinate the operational change management processes in conjunction with the Project Manager for any service modification / on-boarding deliverables
• Investigate and analyse business problems or opportunities which contribute to improvements in business processes, policies and information systems.
• Model the current 'As-Is' and future 'To-Be' processes and tooling integrations, which form the basis for process redesign and improvements
• Recommend solutions that enable the organisation to achieve the targeted business outcomes and deliver business value
• Liaise with stakeholders/customers to elicit, prioritise, validate and document requirements, which form the basis of change to business processes, policies or systems
• Point of contact for the agency for any application on-boarding activities
• Liaison between IT and agency for tasks tracking
• Ownership of tracking and reporting a number of dependent applications

Key Challenges

• Working with a diverse range of stakeholders in a complex business environment currently undergoing significant change
• Ensuring that all activities of the project are underpinned by best practice governance and methodologies
• Contributing to improvements in the internal processes of the EUS Program.

Key Knowledge and Experience

• Strong Service Design skills and extensive experience
• Business Analyst Lead in business process improvement initiatives.
• Business Analyst team member in major end-to-end business process re-engineering or business transformation initiatives.
• Business Analyst team member in major Information Technology delivery projects ensuring solution enables business processes.
• Knowledge of the Business Analysis, Lean Six Sigma (or equivalent) methodology and tools.

Essential Requirements

• Desired business and/or technology tertiary qualifications.
• Project Management Certificate IV or equivalent
• ITIL Foundations or above certification highly desirable and/or equivalent operational Service Management experience

If this sounds like you, please contact Laurie at Talenza, or APPLY today!