Business and Improvement Analyst

Business & Improvement Analyst

Location: Parramatta/Hybrid

Employment type: Ongoing full-time role

Salary: $106,025.00 pa - $117,363.00 pa, plus employer's contribution to superannuation and annual leave loading

Shared Services & Customer Experience (SSCX) is focused on enhancing our customer experience by partnering in the delivery of value-added shared services and performance solutions.

Customer and Business Services (CBS) maintain the administration and management of shared services enquiries via ServiceNow, service centre operations, as well as bespoke activities as defined by clients, including transactional processing and support. CBS also manage SSCX Mail and Courier services, manage service delivery and knowledge base management. 

Customer and Business Services is responsible for the coordination and management of change and improvement relating to service delivery, including client engagement and client on/offboarding, and management of client escalations, complaints, and feedback. This also includes delivery and support of ServiceNow and the shared services knowledge base. 

Your role

As a Business & Improvement Analyst, you will support the development and continuous improvement of Shared Service & Customer Experience (SSCX) capabilities through the delivery of high-quality initiatives. Help to identify strategic and tactical improvement opportunities, implement process re-engineering and business change, and contribute to customer satisfaction in compliance with Service Partnership Agreements (SPAs).

What you’ll do

In this role you will:

• Support Service Management Initiatives: Assist in developing and executing initiatives to improve business delivery, including stakeholder engagement and communication strategies.
• Develop Communication Materials: Create and distribute communication collateral to inform and engage stakeholders about upcoming changes, ensuring clarity and consistency.
• Engage with Stakeholders: Build and maintain relationships with key stakeholders, addressing their needs and concerns. Facilitate workshops and meetings to gather feedback and ensure alignment.
• Conduct Impact Assessments: Evaluate the effects of proposed changes on people, processes, and technology. Identify key impact areas and develop mitigation strategies.
• Training Needs Analysis: Assess training requirements and develop comprehensive training plans. Design and deliver sessions to ensure stakeholders are well-prepared for changes adoption.
• Implementation Planning and Coordination: Develop and execute detailed implementation plans, ensuring alignment with project goals and addressing issues promptly.
• Evaluate Business Readiness: Assess the readiness of the business to adopt changes, identify gaps, and develop activities to ensure a smooth transition.
• Monitor and Report on Progress: Track the progress of initiatives, report on key metrics, and provide regular updates on successes and areas for improvement.
• Continuous Improvement: Identify opportunities for continuous improvement in service management processes and implement best practices to enhance effectiveness.

What we’re looking for

The ideal candidate will excel in establishing and maintaining stakeholder relationships to support effective change and improvements to business delivery. Your expertise includes adeptly influencing stakeholders on complex and sensitive matters, ensuring clear and impactful communication throughout.

• Analytical Skills: Ability to analyse the impact and risks associated with changes.
• Communication Skills: Strong communication and interpersonal skills to effectively inform and engage with stakeholders.
• Organisational Skills: Excellent organisational and time management skills.
• Problem-Solving Skills: Ability to address issues that arise during the change process.
• Collaboration: Ability to work collaboratively with cross-functional teams, clients and varying levels of stakeholders.
• Attention to Detail: Meticulous attention to detail to ensure changes are accurately documented and implemented.
• Technical Knowledge: Understanding of the HR, Finance and Customer Services processes in a Shared Services transactional environment would be beneficial for this position.

Download the role description.

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To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

Targeted Question 1

Describe an improvement initiative you led in a shared services and or HR or Finance transactional environment? What steps did you take to ensure its success, and what was the outcome for the people process and systems involved?

Targeted Question 2

What is your experience with improvement projects in a shared services or HR and Finance transactional environment? How did you handle situations where stakeholders had differing opinions, and how did you get them aligned?

Applications close Monday, 6 January 2025 at 11:59 pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Michael Stephenson on 0476 829 814 or at michael.stephenson@dcj.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Anjy Fayad on 02 9765 3042 or via anjy.fayad@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

*Please note - due to the Christmas/New Year shutdown across some areas within DCJ Interviews will be held in mid to late January 2025.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

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