Service Improvement Analyst application checklist: requirements, root causes and service outcomes

The Service Improvement Analyst role at Transport for NSW investigates problems across Shared Services and helps teams develop workable improvements. It combines analysis of complex data with process mapping and the documentation of business requirements. You will support larger initiatives and lead smaller projects, working with stakeholders to understand root causes and measure whether a change improves the service.

Role conditions and qualifications

- Burwood home base, with flexibility to work from other office locations at times
- Team collaboration days on Tuesdays

Candidate evidence for Service Improvement Analyst

Investigate Shared Services problems through data analysis, process mapping and business requirements, identify root causes with stakeholders and support improvements with measurable service perks. The evidence areas below help you choose examples for that work.

Requirement or evidence area

How to demonstrate it

Business problems,



root causes and insights Explain how you investigated a service problem, checked the data and distinguished the underlying cause from the symptoms, then used the finding to recommend a practical change.

Stakeholders, process mapping and requirements Describe how you worked with the people involved in a service, mapped the process and documented their business requirements clearly enough to guide an improvement.

Advanced Excel and complex data sets Name the Excel methods you used to analyse a large or complex data set, how you checked the reliability of the results and how your reporting helped someone make a decision.

Improvement activities and enabling tools Show your contribution to a larger improvement or a smaller project you led, including how you measured benefits. Where relevant, describe your experience with Power BI, Power Automate, Power Apps, Python or another analysis tool and the service problem it helped address.

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📌 Service Improvement Analyst (Burwood)
🏢 Team 3Thirty
📍 Burwood