Business Analyst. - ITSM - ACT, NSW, QLD, SA, VIC (Onsite or Remote) Open To: Holders of Baseline Location: ACT, NSW, QLD, SA, VIC (Onsite or Remote) The Business Applications team plays a pivotal role in our daily operations, ensuring the seamless functionality of critical ICT applications and platforms. The Business Analyst will contribute to the agency’s delivery of projects and programs designed to meet our strategic objectives. You wi; be responsible for supporting the successful planning, management and delivery of complex projects and initiatives including the identification, assessment, implementation and embedding of fit-for-purpose solutions, both technical and non-technical. In-scope projects include the implementation of small to medium SAAS products such as service management platforms and legal practice management software. Key Accountabilities Support the business analyst capability in the Technology Services Division. Work with the divisions and stakeholders to gather, validate and document business requirements for a variety of projects and initiatives. In consultation with project sponsors, business owners and project managers, build project mandates, business cases and project initiation documents, which may include: Defining problem statements and current state analysis Discovery and analysis of solutions Defining and articulating scope based on business requirements Project benefits identification and analysis Project risk identification and analysis Defining project deliverables and the related resource requirements Undertake robust analysis to identify gaps between as-is and future state procedures, systems and frameworks to inform work plan and policy development. Facilitate communication between the business and technical teams, translating technical information so it is easily understood by all. Strategic engagement with Senior Executives and other key stakeholders to increase awareness and knowledge of project requirements. Skills and capabilities Apply Digital Dexterity Demonstrates commitment to explore, learn and adopt new technologies and ways of working, to achieve better business outcomes. Displays a growth mindset. Communicates clearly in plain English, without using jargon. Demonstrates and ability to convey a message succinctly and with empathy, regardless of the medium (written, verbal, digital). Understands the target audience, and tailors’ message in a way that appeals to them. Acts with honesty, integrity and respect in dealings with others. Is willing and able to understand others’ perspectives. Sets and manages expectations to achieve positive outcomes. Keeps people at the centre of thinking, decisions and actions, including internal systems and processes. Demonstrates empathy, and curiosity and listens deeply to understand a person’s context, challenges and needs. Keep one’s word and follow through on promises or commitments made. Has a macro view and looks beyond the boundaries of own responsibilities to the team, and industry and the broader community. Represents and advocates the agency’s position in a professional and specialist context. Keeps the end user in mind to shape program outcomes to meet needs. Research identifies and integrates relevant evidence towards finding solutions to the problem. Provides unbiased, comprehensive and accurate advice to others. Uses past experience and organisational/environmental awareness to analyse what information is important and how it should be used in the decision-making process. Demonstrates proactivity, emotional intelligence and self-direction in the face of uncertainty, change or new situations. Chooses a course of action or decision without having the total picture Qualifications, Accreditations and Experience Minimum 5 years experience as a Business Analysis is required Demonstrated experience managing a diverse range of stakeholders International Institute of Business Analysis (IIBA) certification is highly regarded Experience supporting digital transformation projects is high regarded A broad understanding of technical concepts and modern technology solutions