Help Shape the Future of Government Digital Services

The Digital and Identity Division delivers and enhances the digital experiences that connect millions of Australians with government services every day.

As a Business Analyst or Senior Business Analyst, you will contribute to the design, delivery and continuous improvement of customer and staff digital solutions that support the agency's vision of providing easy, helpful, respectful and transparent services. Working in cross-functional teams, you will collaborate with stakeholders across business and technology areas to understand needs, solve complex problems and help deliver meaningful digital outcomes.

Joining the division means being part of a dynamic and collaborative environment where your work will directly influence the future of government service delivery and improve experiences for both customers and staff.

About the Digital and Identity Division

The Digital and Identity Division is responsible for the delivery and continuous improvement of a diverse portfolio of digital channels, platforms and applications that support Australians and enable effective service delivery across the agency and broader whole of government.

The division delivers and supports some of the Australian Government's most widely used digital experiences, including myGov, Digital ID, online services and mobile applications, as well as digital solutions supporting Centrelink, Medicare and Child Support customers, and staff-facing platforms and business applications that support frontline service delivery and agency operations.

Working in partnership with policy, operational, technical and design teams, as well as other government agencies, the division delivers secure, accessible and reliable digital solutions that meet customer and business needs. Through the delivery of contemporary online services and platforms, the division contributes to improved customer experiences, strengthened service delivery outcomes and the agency's broader digital transformation agenda.

Job Overview

Senior Business Analysts and Business Analysts play a key role in shaping and delivering digital solutions that improve outcomes for customers, staff and the agency. They work collaboratively with stakeholders to understand business needs, identify opportunities for improvement and support informed decision-making through research, analysis and engagement.

Senior Business Analysts and Business Analysts contribute to the design, delivery and continuous improvement of customer and staff digital experiences. They help define business requirements, analyse processes, assess impacts and risks, and support the development of solutions that align with business objectives, customer needs, strategic priorities and outcomes.

Senior Business Analysts and Business Analysts engage with a broad range of business, technical and delivery stakeholders to develop a shared understanding of problems, opportunities and desired outcomes.



They apply business analysis practices and techniques to support the successful delivery of digital initiatives, while contributing to improved business processes, service delivery and customer experiences.

These roles provide opportunities to work on complex and high-profile digital initiatives that support millions of Australians accessing government services and contribute to the ongoing digital transformation of Services Australia.

The division is seeking APS5 Business Analysts and APS6 Senior Business Analysts to support the successful delivery of digital initiatives across a range of high-profile programs and projects.

The key duties of the position include:

APS5 Business Analyst

Duties may include:

- Conduct research and analysis to identify business needs, issues, opportunities and impacts.
- Liaise with stakeholders to plan and facilitate elicitation activities, gather requirements and support a shared understanding of business needs.
- Analyse, document and maintain business requirements and business analysis artefacts, including process models, user stories and business rules.
- Translate business needs into clear, traceable and testable requirements that support solution delivery.
- Analyse business processes and contribute to continuous improvement initiatives that enhance customer, staff and business outcomes.
- Contribute to project planning, testing, implementation and business readiness activities.
- Contribute to the identification of risks, issues and dependencies affecting delivery outcomes and contribute to risk management practices, controls and treatments.
- Prepare reports, briefings and project documentation while applying relevant business analysis methodologies, frameworks and standards.

APS6 Senior Business Analyst

Duties may include:

- Lead the planning, coordination and delivery of business analysis activities across projects, programs and digital initiatives.
- Lead stakeholder engagement and requirements elicitation activities involving business, technical and executive stakeholders.
- Analyse complex business problems, opportunities, impacts and risks, and develop evidence-based recommendations and solution options.
- Provide specialist business analysis advice to support operational and strategic decision-making.
- Lead the development, review and quality assurance of business analysis artefacts and requirements throughout the delivery lifecycle.
- Build and maintain effective stakeholder relationships, negotiate outcomes and manage competing priorities across diverse stakeholder groups.




- Anticipate, assess and manage complex risks, issues and dependencies, contributing to governance, planning and continuous improvement activities.
- Represent the work area in forums and capability initiatives, including mentoring team members, promoting best practice and supporting organisational change.
- Experience leading and developing staff through effective coaching, mentoring, performance management and capability development, while fostering employee engagement, wellbeing and high performance.

Eligibility

Essential Requirement:

Security Clearance level required: Baseline Level (or ability to obtain and maintain)

In accordance with section 22(6) of the Public Service Act 1999, Services Australia requires applicants to be Australian citizens to be eligible for employment with Services Australia.

An applicant’s suitability for employment with the agency will be assessed through a pre-employment screening process. This process includes but is not limited to a national police history check, referee checks, code of conduct check and an employment history integrity check.

Some positions within Services Australia may be required to work in settings where mandatory vaccinations are required. Staff in such positions will need to demonstrate that they meet the vaccination requirements or have a relevant exemption.

Notes

Services Australia’s workforce operates using an agile approach, and all staff should be prepared to redeploy to critical frontline functions as required. Should you need to redeploy as part of the agency’s surge workforce, all learning and development and technical/pastoral support will be provided to you to enable you to undertake that work.

Getting to know the Services Australia

We are one of Australia’s largest public sector employers. We are located in every capital city and over 400 local, regional, and remote locations across Australia. Job opportunities in Services Australia can be right where you are or might be right where you want to be. We are looking for people who want to work with us to deliver a simple, helpful, respectful, and transparent experience for our customers. We offer diverse employment opportunities so you can plan to take your career anywhere you want to. We celebrate people with different cultural backgrounds and disabilities. We are also a leading employer of First Nations Australians and a Platinum tier LGBTQIA+ inclusive employer. When you work with us, you will be doing something that matters and be respected for the unique views and skills that you bring. What our people say about working with us: 'It’s rare you find a job that provides such a direct link to the community’ 'You can work for the same agency for your whole career but have the opportunity to work in many different roles' 'Highly supportive team and flexible working conditions where you can be at your best'

📌 Business Analyst / Senior Business Analyst (Australia)
🏢 Services Australia
📍 Australia