Role

The role will be focused on improving operational effectiveness through stronger service documentation, process standardisation, and service governance. Working closely with operational leaders, technical teams, and subject matter experts, you will analyse existing services and business processes, identify improvement opportunities, and produce practical documentation that strengthens operational resilience, supports knowledge retention, and enables consistent service delivery.

Responsibilities

Service & Process Improvement

- Review and assess existing operational services and service definitions.
- Rationalise and maintain a structured, accurate Service Catalogue.
- Identify duplicated, outdated, or inconsistent services and recommend improvements.
- Validate service dependencies and interactions across operational teams.

Business Process Analysis

- Facilitate workshops and interviews to understand current business processes and operating practices.
- Develop and maintain an inventory of operational processes.
- Produce clear process maps and supporting documentation using agreed standards.
- Identify undocumented activities, process inconsistencies, and opportunities for standardisation.

Operational Documentation

- Review existing Standard Operating Procedures (SOPs), work instructions, and operational documentation.
- Consolidate documentation into a consistent and easy-to-maintain framework.
- Develop current procedures where documentation is incomplete or missing.
- Ensure documentation is practical, accurate, and aligned with day-to-day operational requirements.

Support & Escalation Frameworks

- Analyse current support and escalation processes across operational and technology teams.
- Document clear support pathways, escalation points, responsibilities, and decision criteria.
- Develop escalation matrices that support consistent issue management and service continuity.
- Work with operational teams, application support, and IT support to improve cross-functional collaboration and service responsiveness.





Stakeholder Engagement &Continuous; Improvement

- Build strong working relationships with operational teams, technical stakeholders, and business leaders.
- Facilitate workshops to validate business processes, roles, responsibilities, and support models.
- Gather requirements, challenge existing practices where appropriate, and provide practical recommendations for improvement.
- Support project and operational leaders by providing clear analysis and documentation throughout the transformation initiative.
- Identify opportunities to simplify processes, improve service delivery, and reduce operational risk.
- Highlight gaps in documentation, governance, and operational practices.
- Recommend practical, sustainable improvements that can be embedded into business-as-usual operations.

Your Experience

- Proven experience as a Senior Business Analyst delivering business or operational transformation initiatives.
- Strong capability in business process analysis, process mapping, and documentation.
- Experience developing service catalogues, operating procedures, knowledge articles, or other operational documentation.
- Demonstrated ability to facilitate workshops and engage effectively with stakeholders across multiple business functions.
- Excellent written and verbal communication skills, with the ability to translate complex operational information into clear and practical documentation.
- Strong organisational skills with the ability to manage competing priorities and work autonomously.

Desirable

- Experience working within contact centre, customer operations, or service delivery environments.
- Exposure to application support, IT operations, or service management functions.
- Knowledge of support models, incident escalation processes, and operational governance.
- Understanding of ITIL or IT Service Management principles.
- Experience working across outsourced, managed service, or multi-vendor environments.
- Proficiency with documentation and knowledge management platforms such as SharePoint, Confluence, or similar tools.

Salary

Up to 160k + super

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📌 Senior Business Analyst - 6 month FTC (New South Wales)
🏢 FourQuarters Recruitment
📍 New South Wales