Senior Technical Business Analyst, Customer Operations (Temporary opportunity for up to 23 months)

You see the big picture, you’ve always worked on a grand scale, and now you’re ready to re-focus on grand impact.

This is your opportunity to broaden your experience and perspectives, step out of the confines of a standard project role and expand your scope to work with an interconnected ecosystem of industry professionals.

In this role, you will:

Play a critical role in a major business and technology transformation program impacting Customer Operations. This role is responsible for leading investigations to identify, analyse and define complex business requirements, translating them into effective business and technology solutions through improvements to systems, processes, workflows and organisational practices. Working closely with Customer Operations, Contact Centre, Service Delivery, Technology and vendor teams, you will assess and manage operational impacts arising from the transition, facilitate business readiness activities, and develop high-quality artefacts including process maps, business rules, use cases, functional specifications and business cases. You will drive continuous improvement opportunities across a portfolio of complex initiatives, support investment planning and benefits realisation activities, and provide expert advice to business leaders on current and future operational requirements. 

This is an exciting opportunity to shape future customer experiences and operational outcomes by delivering practical, scalable solutions that enable successful business transformation.

This role reports into a Senior Manager within the ONG (Opal Next Gen) Technology Program.

The Opal Next Gen program refers to the full modernisation of the Opal ticketing system to deliver smarter, digital-first, integrated public transport across NSW.

For more information on this position and business unit, view the role description and information pack

About You:

For you to be successful within this role you should meet with all, or most of the following criteria:

• Extensive experience analysing and translating business needs across complex portfolios of initiatives, with a proven track record supporting large scale business and technology transformation and transition programs in federated or multi-sourced environments


• Strong analytical and problem-solving skills, underpinned by expertise in contemporary business analysis methodologies, process modelling, requirements management and solution design within complex business and technology environments


• Exceptional stakeholder engagement, communication, and discovery skills, with the ability to influence outcomes, challenge assumptions, and uncover the root causes of complex business issues and requirements

Nice to Haves:

• Experience with customer operations systems, including ticketing platforms, customer facing digital channels and payment solutions


• Experience developing a Concept of Operations (ConOps)


• Experience using Jama Connect to capture, manage and maintain end-to-end traceability of business and system requirements throughout the project lifecycle


• Relevant tertiary qualification and/or industry recognised certifications in business analysis, project management or a related discipline


• Experience using Signavio or similar business process management and process modelling tools

This is a fixed term opportunity until 31 July 2028. This role is based in a hybrid environment, with 50% of your time spent in the office. You will typically work five days per month from our CBD office and a further five days from our Macquarie Park office location. To support team collaboration though, you will be based in the CBD office every Monday, and Macquarie Park office every Thursday.

This is a Grade 9 role, paying between $163,145.00 - $182,721.00 + super. The grade level will be assessed based on your relevant skills, experiences, capabilities, and qualifications etc.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day. 

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.