Role Overview

We are looking for a proactive and analytical Business Analyst who can bridge business needs, operational processes, and digital transformation.

Beyond traditional requirements gathering, the role will work closely with business stakeholders to critically examine existing workflows, identify opportunities for improvement, and reimagine how services can be delivered more effectively.

The ideal candidate should be comfortable navigating ambiguity, challenging existing practices constructively and translating business problems into practical, user-centric solutions.

Key Responsibilities

• Business Analysis & Discovery: Engage stakeholders to understand business processes, operational challenges, and underlying user needs, going beyond stated requirements to uncover root causes.
• Business Process Transformation: Analyse existing workflows, identify inefficiencies and opportunities for simplification, standardisation, automation, or fundamental process redesign.
• Product & Solution Thinking: Translate business needs into clear problem statements, user journeys, functional requirements, and user stories, while considering opportunities for reuse and integration.
• Stakeholder Engagement: Facilitate workshops and discussions with business users, operational teams and technology stakeholders to challenge assumptions, align priorities, and drive meaningful change.
• Change & Implementation Support: Support solution validation, user acceptance testing, change impact assessments and adoption of redesigned processes.
• Continuous Improvement: Proactively recommend improvements based on user feedback, operational insights and emerging technologies, ensuring solutions deliver measurable business outcomes.

Requirements

• Experience in business analysis, business process improvement, digital transformation, product management, or related disciplines.
• Strong analytical and problem-solving skills, with the ability to deconstruct complex business problems and propose practical improvements.
• Ability to facilitate stakeholder discussions, challenge existing assumptions, and influence decisions constructively.
• Experience in process mapping, requirements elicitation, user journey analysis, and translating business needs into actionable deliverables.
• Comfortable working across business and technology teams, with an understanding of Agile delivery practices.
• Self-driven, adaptable, and comfortable operating in ambiguous or evolving environments.

Preferred Attributes

• Experience in public-sector transformation, social services, or complex service delivery environments.
• Exposure to service design, design thinking, business process re-engineering, or product discovery.
• Ability to balance immediate operational needs with longer-term transformation objectives.
• Strong curiosity, empathy for end users and willingness to question the status quo.

Technology-agnostic role: Experience with specific platforms or enterprise applications is not mandatory. We value strong business judgement, transformation capabilities, and the ability to identify the right solutions over proficiency in any technology.