3 positions | 15-month contract | Petone, Lower Hutt
The opportunity
Be part of a large-scale transformation for an essential public service. Our client is building a new Customer Services and Billing function for the Wellington region. This is the first and highest-priority project in a wider technology programme, with a customer-experience-led design and a "one team, one plan" delivery approach. The business, the SaaS vendor and the delivery partners work as one integrated team.
We're looking for three Senior Business Analysts to join the team.
A slightly different BA role
- Work alongside a business lead and a vendor delivery lead in each workstream (Accounts and CRM, Billing, Payments and Debt, or Reporting).
- Help the business map customer journeys and document processes and business rules on the platform's standard capabilities.
- Facilitate design sessions and prepare design inputs in the vendor's format.
- Help the business develop test scripts and define UAT criteria, then support testers through execution and help resolve defects.
- Support the change management team with training materials.
- Flag any deviation from the operating model, or any complex or costly request, so it can be decided through the right governance.
You are outgoing, positive and a confident communicator. You'll work closely with business leads and the vendor every day. You build trust quickly and can hold a line constructively when pressure builds for exceptions.
Essential
- 5+ years' business analysis experience on large, complex system implementations.
- Hands-on delivery of at least one SaaS or COTS implementation, working to the vendor's methodology.
- Proven ability to work with multiple business units and a wide range of stakeholders, including senior business leads and vendor specialists.
- Experience designing end-to-end customer journeys and processes for a customer-facing or transactional service (utilities, telecommunications, banking, insurance or similar).
- Strong skills in facilitation, documentation, process design, business rules, data analysis and acceptance testing.
- Experience in an iterative or agile design–build–test cycle at a vendor-led pace.
- Working knowledge of Jira, Confluence and Visio (or equivalents).
- Tertiary qualification or equivalent experience.
- Utility customer care and billing experience (accounts, billing, payments, credit and debt), or experience with a modern utility billing platform.
- Data migration analysis from multiple legacy sources.
- NZ public sector or council-controlled organisation experience, including the Privacy Act 2020 and Official Information Act 1982.
- Certification such as IIBA CBAP/CCBA or Agile BA.
- Comfort with ambiguity and a pragmatic, outcome-focused approach.
- A customer-first mindset.
- A collaborative style that adapts to the audience.
