Department of Customer Service

Reference number

req53449

Occupation

Business Analysis

Work type

Full-Time

Location

Sydney City

Salary Information

116,981-129,492

Closing date

12 August 2026 at 10:00am

Business Analyst

Grade: 7/8
Salary range: $116,981-$129,492 + superannuation and leave loading
Duration: temporary full time role until 31 December 2026
Location: Hybrid with an in-office requirement 2 days a week in Sydney, McKell. This may be subject to change in line with DCS workplace policies

Help shape the future state of ServiceNow across NSW Telco Authority by translating business needs into practical, user-focused solutions.

Working on the ServiceNow Enterprise Uplift Project, you will capture, analyse and document business requirements, develop user stories and acceptance criteria, and support the design of fit-for-purpose solutions that deliver value to the business.
About the team

This role sits within the Enterprise Analysis and Delivery team in NSW Telco Authority.

The team forms part of the Digital, Technology and Innovation division and is responsible for delivering business analysis, solution design and project support across strategic initiatives. The team partners closely with stakeholders to drive transformation outcomes and support the successful delivery of the FY26-27 roadmap.

Your responsibilities will include

- Eliciting, analysing and documenting business and functional requirements for the ServiceNow Enterprise Uplift Project

- Developing user stories, acceptance criteria and formal requirements documentation

- Working with stakeholders to understand business needs and identify solution options

- Providing subject matter expertise and advice on ServiceNow capabilities and configuration approaches

- Facilitating workshops, stand-ups and stakeholder discussions

- Supporting solution design, testing and implementation activities

- Building and maintaining effective relationships with business and technical stakeholders

- Contributing to business analysis activities across other initiatives and projects within the Enterprise Analysis and Delivery portfolio

For more information on the role and its accountabilities,



click here to view the role description.

To be successful in this role you will have

- Demonstrated experience in requirements elicitation, analysis and documentation

- Strong analytical and problem-solving skills

- Experience writing user stories, acceptance criteria and business requirements documentation

- Delivery-focused mindset with the ability to achieve outcomes in a fast-paced environment

- Ability to work effectively with both business and technical stakeholders

- Strong communication and facilitation skills

Nice to have:

- Experience with ServiceNow or enterprise platform uplift projects

- Experience facilitating workshops, stand-ups and stakeholder forums

- Experience working within Agile delivery environments

About NSW Telco Authority

NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders.

We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.

NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services.

We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.

NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements.

We’re proud of our customer-centric, people-first culture and it is key to the success of our rapid-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.





We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.

For more information, go to NSW Telco Authority

Salary Grade 7/8, with the base salary for this role starting at $116981 base plus superannuation

For enquiries relating to recruitment please contact Fiona Glover via [email protected].

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.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 9:59am Wednesday 12th August

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the prospect 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

📌 Business Analyst (Sydney)
🏢 Department of Customer Service
📍 Sydney