Business Analyst – Operations & Support

Sydney, NSW

About the Opportunity

Charles Elena is recruiting a Business Analyst to join a specialist Operations and Support team within a major financial institution. This role sits at the intersection of business analysis and platform operations — supporting the stability, governance, and continuous improvement of enterprise technology platforms and services.

The Details

- ? Location: Sydney, NSW (must be locally based)
- ? Start: Immediate
- ⏳ Contract Length: 6 months

About You You are an experienced Business Analyst with a robust background in IT operations and support environments. You are comfortable working across BAU operations, incident management, and service improvement initiatives, and can translate complex operational requirements into clear, actionable documentation and stakeholder communications.

Key Responsibilities

- Support the operational management and BAU activities of enterprise technology platforms and services
- Analyse and document business and operational requirements, workflows, and processes
- Assist with incident, problem, and change management activities, contributing to root cause analysis and corrective actions
- Produce and maintain operational documentation, support procedures, and service catalogues
- Monitor and report on service performance metrics, SLA compliance, and platform health




- Engage with cross-functional teams and stakeholders to support platform governance and compliance requirements
- Identify and support service improvement, automation, and optimization opportunities
- Support onboarding of new teams, tools, and capabilities, ensuring operational readiness

Required Experience & Skills

- Proven experience as a Business Analyst in an IT operations or support environment
- Familiarity with IT Service Management (ITIL) frameworks including Incident, Problem, and Change Management
- Strong documentation, process mapping, and requirements gathering skills
- Experience working with DevOps, cloud-based technologies, or Quality Engineering platforms highly regarded
- Solid stakeholder engagement and communication skills across technical and non-technical audiences
- Experience with tools such as Jira, Confluence, ServiceNow, or similar
- A self-sufficient and resourceful operator who works efficiently under pressure and delivers without the need for hand-holding
- Comfortable operating with confidence and composure in fast-paced, high-pressure environments

Qualifications Must be located in Sydney with full working rights. A tertiary qualification in Business, Information Systems, Computer Science, or a related discipline is advantageous.

Please apply directly via LinkedIn and answer the required pre-screening questions.

📌 Business Analyst (Operation and Support) (Sydney)
🏢 Charles Elena
📍 Sydney