The Business Process Analyst is accountable for defining, designing, and continuously improving end-to-end migration processes across the customer lifecycle.

This role plays a critical part in ensuring migrations are delivered with minimal customer disruption, strong governance, and clear operational handover, working across Product, Engineering, Operations, and Customer teams.

The Business Process Analyst translates business objectives into clear, scalable, and operationally viable processes, ensuring alignment between migration strategy, system capability, and customer experience outcomes.

The role follows hybrid working pattern and may involve occasional travel for team workshops; security clearance may be required; no shift work is required.

Duration of the Role: 6 months and could extend

Key Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

1. Process Design & Optimization

- Develop and maintain current state, future state, and transition-state process views
- Identify process inefficiencies, risks, and failure points, driving continuous improvement initiatives
- Ensure processes are scalable, repeatable, and aligned to migration volumes and timelines

2. Migration Delivery Enablement

- Partner with Migration Leads and Program stakeholders to translate migration strategy into executable process frameworks
- Define operational readiness requirements to support each migration wave




- Ensure processes support safe customer cutover, service continuity, and stabilization
- Contribute to risk mitigation strategies, particularly around customer experience, billing impacts, and service assurance
- Elicit, define, and document business and process requirements for migration initiatives
- Support the creation and prioritization of a migration delivery backlog aligned to program timelines
- Work with technical teams to refine epics, features, and user stories ensuring clear acceptance criteria
- Maintain traceability between business outcomes, process design, and technical delivery

4. Stakeholder Engagement & Governance

- Act as the process SME across migration value chains, engaging Product, Engineering, Operations, and Customer teams
- Facilitate workshops, discovery sessions, and design reviews to align on migration approaches
- Ensure explicit process ownership, RASCI alignment, and decision governance
- Provide structured input into SteerCo, ELT updates, and program reporting where required

5. Operational Readiness & Handover

- Define and document operational processes, SOPs, and work instructions to support migrations and BAU transition
- Support training content development and business readiness activities




- Ensure clear handover to BAU teams, including roles, responsibilities, and support models
- Align with Change and Project Management to ensure controlled implementation of process changes

6. Risk, Dependency & Performance Management

- Identify and manage process-related risks, issues, and dependencies
- Track and report on process readiness, delivery progress, and key migration metrics
- Support development of KPIs and success measures for migration outcomes (e.g., customer impact, fault rates, completion rates)
- Drive data-informed insights to improve migration performance and customer experience

Key Skills & Experience

- 5+ years Business Process Analysis experience, preferably within telecommunications or complex service environments
- Demonstrated experience supporting large-scale migration or transformation programs
- Strong expertise in Business Process Management (BPM) and process modelling
- Experience working across end-to-end customer lifecycle processes (sales, provisioning, assurance, billing)
- Ability to translate business needs into clear, structured, and actionable requirements
- Proven capability in stakeholder engagement across cross-functional teams
- Strong analytical mindset with ability to identify risks, dependencies, and improvement opportunities
- Experience with process improvement frameworks (e.g., Lean, Six Sigma)
- Exposure to automation/RPA and system-enabled process optimisation (desirable)
- Excellent communication skills, with ability to present at both operational and executive levels

#J-18808-Ljbffr

📌 Business Process Analyst (New South Wales)
🏢 Tech Mahindra
📍 New South Wales