Branch & Division: This role sits within the NSW Fair Trading in the Digital team.
Location: McKell/Parramatta/Hybrid
Employment type: Ongoing
Grade: Clerk Grade 9/10
Salary: $129,464 - $142,665 +Super
Be Part of the Future of Fair Trading
At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.
We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.
This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.
If you’re someone who:
- Thinks deeply about the needs of people and communities
- Is motivated by great outcomes, not just processes
- Wants to be part of an organisation that’s transforming how regulation works
…then there’s a place for you in our future.
Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value.
Your responsibilities
Collaboration & stakeholder engagement: Lead discovery with internal stakeholders to elicit requirements via workshops and meetings. Build strong cross-functional relationships by collaborating with product managers, service designers, architects and others to align scope, dependencies and user needs. Translate between business and technical teams, ensuring requirements are feasible, testable and designed for adoption.- Analysis: Conduct business and systems process analysis, at a complex level, resulting in data, process and software documentation and improvement recommendations. Determine integration requirements and support technical solutioning. Facilitate decision making by framing options, articulating trade-offs and capturing decisions. Conduct impact assessments for changes across process, data, roles, and controls, documenting risks, assumptions, issues and dependencies.
- Documentation: Create the documentation necessary to facilitate change and to add clarity to all stakeholders, both technical and non-technical.This includes actionable user stories with supporting acceptance criteria, workflow diagrams, mock-ups, data rules, security and accessibility considerations, and other communication resources. Ensure documentation is well-organised, consistent, and up to date
- Agile delivery: Participate in Agile ceremonies such as sprint planning, stand-ups, retrospectives, sprint reviews and showcases. Support iterative design, delivery and continuous user feedback. Collaborate closely with product managers, delivery managers, designers and engineers.
- Quality assurance: Conduct walkthroughs with engineers andtesters. Ensure epics and user stories are well understood. Assist in preparing complete and accurate test scripts, coordinate UAT and complete some testing as required. Contribute to defect triage and resolution.
- Hypercare transition & operational readiness: Support go-live and business readiness activities to ensure system adoption and continuity, supported by necessary artefacts. Contribute to change impact assessments, training and communications needs.
To be successful in this role you will demonstrate:
- Extensive experience as a business analyst in significant digital transformation programs.
- Salesforce and automation familiarity is highly favoured.
- Experience supporting technical teams and business stakeholders throughout an Agile product development and release process.
- Ability to identify, document and translate technical requirements and designs, including for system integrations and data migration.
- Outstanding communication, analytical, and stakeholder management skills.
- Work habits that prioritise outcomes, through commitment to speed, flexibility and quality of deliverables with minimal supervision.
- Knowledge of, or ability to adapt to NSW Government practices and standards.
Salary Grade Grade 9/10, with the base salary for this role starting at $129464 base plus superannuation
For enquiries relating to recruitment please contact Francis Wen via
[email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Monday 13th July, 2026 (At 9:59am)
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact
[email protected] or 02 9494 8351.
For more information, please visit
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Information on adjustments available for the recruitment process
