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Process Analyst

Organisation/Entity:  Transport For NSW
Job Category:  Projects
Job Location: 

Wollongong, NSW, AU, 2500

Job Ref No:  45041
Employment Type:  Permanent Full-Time
Salary Range:  $106086.0-$118816.0


Transport for NSW (TfNSW) is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions. We work with several government agencies to coordinate metro, train, bus, ferry, light rail, and maritime services, always keeping the safety and comfort of our customers at the heart of what we do.


About the Team


Improving service experiences for regional customers is what we live for within the newly created Customer Service Experience & Planning branch! We are a new branch responsible for gathering insights, identifying improvements, and bringing together short and long-term plans to deliver great customer outcomes. We are the heartbeat of the customer & a centre of excellence for addressing problems with customer centric solutions in new and innovative ways.


The Customer Journey Planning (CJP) team, within which this position is located, leads customer engagement, develops service improvements and manages the implementation and activation of programs which will uplift customer service experience within the Regional & Outer Metropolitan (ROM) Division.


The Customer Program Implementation team works across the branch to develop integrated implementation strategies & approaches to support the delivery of customer centric programs in ROM. This team leads development of the implementation engagement framework, development of associated tools & templates to drive successful implementation & leads both post implementation reviews & continuous improvement functions. This team leads an innovation program to drive customer centricity in problem identification & improvement activity as well as developing programs to build capability which will drive a customer centric culture in ROM.



The opportunity


Some of the key accountabilities of the Process Analyst will include:


  • Establish systems, processes & dashboard reporting to ensure performance indicators and targets can be accurately measured and monitored.
  • Interrogate information systems to establish information sources and provide non-standard data extraction, modelling, and the development of high-quality custom reports.
  • Identify gaps in the availability of information across a variety of internal and third-party systems and participate in the development of strategies to solve the problem.
  • Assist with technological solutions to provide standard and easily accessible information for use in evaluating & tracking the performance of services.
  • Assist with the development of business cases and improvement initiatives by providing and analysing information, including gap analysis, developing “what if” scenarios and preparing high quality presentation packs.
  • Develop and maintain quick reference guides, support materials, procedures, and electronic libraries/intranet of support materials for end users



About you


You are an energetic and determined individual who enjoys delivering exceptional customer experiences in a constantly changing environment. Excellent written and verbal communication skills are essential. You will need to be able to build rapport, work collaboratively and develop strong stakeholder relations across multiple sources.


You’ve worked in large, multifaceted environments with a large customer base and are comfortable working in cross functional teams which are customer focussed. You will bring both an innovative and creative approach, have strong analytical skills and experience deriving actionable insights from large data sets.  Experience with process mapping techniques and tools are also highly desirable.


By understanding the end-to-end impact of gaps and opportunities identified, you will have the opportunity provide recommendations that will positively impact the client journey across all areas of ROM.

We’re looking for people who have an affinity to regional NSW. You will be passionate about promoting and enabling a continuous connection with regional NSW to enhance the end-to-end passenger and freight customer journeys. You’ll be inspired by the opportunity to make regional NSW a better place to live, work and enjoy. To support this, we have offices at a number of locations in the area and encourage people regionally based in New South Wales to apply as we have flexible working arrangements available.


Demonstrated experience as a Process Analyst in a customer focussed environment will be highly regarded.


Want to know more? 


Please click here to view a copy of the role description. 


Salary and Benefits


The salary for this position is a Transport Service Grade 7 ($106,086 - $118,816) per annum plus superannuation and leave loading.


For more information on Employee Benefits at TfNSW please click here




Right now is an exciting time to join our team as we are delivering the largest infrastructure program Australia has ever seen – to keep people and goods moving, connect communities and shape the future of our cities, centres and regions.


Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us.  


How to apply


To apply for this position, please submit a resume and answer all questions within the online application process.


Closing Date for applications is Sunday 5th December 2021.



We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.


All Transport workers are required to have:

  • at least one dose of a TGA approved COVID-19 vaccine by 6 December 2021 and two doses by 7 February 2022; or
  • an approved medical contraindication. 


You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.

For any enquiries, please email Karen at karen.singer3@transport.nsw.gov.au


Job Segment: Information Systems, Technology

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