Business Analyst (Service Central)
Business Analyst (Service Central)
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Job Description
Employment Type
PermanentClosing Date
23 Sept 2025 11:59pmJob Title
Business Analyst (Service Central)Job Summary
Job Description
Who We Are
Were Australias leading telecommunications and technology company. With a global presence in more than 22 countries we have a strong global footprint. Our purpose is to build a connected future so everyone can thrive. Were all about providing the best experience and delivering the best tech on the best network.
We are committed to making Telstra the best place to work and creating a diverse and inclusive workplace that works for everyone.
What We Offer
Performance-related pay
Access to thousands of learning programs so you can level-up
Global presence across 22 countries; opportunities to work where we do business.
Purchased annual leave scheme
Additional Telstra day off
Additional 30% off Telstra products and services
Toolkit provided (laptop mobile phone plan paid for)
About The Role
As a Business Analyst you are an important contributor to analysing business problems and recommending solutions that drive data decision making within our organisation. You use your analytical skills and experience to contribute to specialist analysis that leverages various analytical tools to draw critical insights that drive commercial outcomes.
The Business Analyst role involves supporting ongoing work in our legacy assurance platform service central and also work on the transition from service central to the new assurance platform working closely with the product owner to identify and leverage key capabilities.
The role requires defining user personas access management and data management rules with a specific focus on assurance and incident management teams. The Business Analyst will also gather and document business requirements analyse and improve business processes perform data analysis communicate effectively with stakeholders design and propose solutions and assist in project planning execution and monitoring.
As a Business Analyst you draw on your breadth of knowledge and expertise in analytics to deliver on the following responsibilities:
- Take ownership of evaluating and analysing internal performance against business targets and KPIs including the preparation of productivity updates and other company-wide reporting requirements.
- Assist with the management and implementation of key projects ensuring the appropriate mitigations are considered to minimise or eliminate any impact to the business.
- Collaborate and engage with business stakeholders to gather develop and document detailed business requirements considering future needs and changing business needs.
- Gather relevant sources of data (research modelling forecasting and reporting) about business requirements processes and problems to identify key trends which enable business decisions identifying and acting on any risks ng and acting to address risks.
- Actively contribute to the delivery of short-term priorities/projects by conducting data mining and business analysis including sales performance customer segmentation product usage customer experience and behaviour to assist in formulating business strategies.
- Leverage tried and tested problem solving and analytical techniques such as root cause assessment and gap analysis to understand pain points and propose solutions and recommendations for consideration.
- Identify validate and analyse data from multiple sources to provide actionable insights help identify areas of opportunity and make recommendations for consideration to enable effective decision making.
- Conduct modelling forecasting and option/scenario analysis to support business decisions for designated area.
- Identify opportunities to innovate and encourage others to share ideas which create greater efficiency and team effectiveness.
About You
- Strong ability to analyse business processes and propose effective solutions.
- Familiarity with Service Central or ServiceNow.
- Proven experience in assurance space incident management and service desk operations.
- Proficiency in data analysis to support decision-making.
- Ability to work closely with product owners and stakeholders.
- Experience in project planning and execution with strong problem-solving skills
Were amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023 being awarded an A rating. If you want to work for a company that cares about sustainability we want to hear from you.
As part of your application you may receive communications from us on(for job applications in Australia) and 1 (for job applications in the Philippines and India).
When you join our team you become part of a welcoming and inclusive community where everyone is respected valued and celebrated. We actively seek individuals from various backgrounds ethnicities genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind and we prioritise creating a workplace culture where everyone is safe and can thrive.
As part of the hiring process all identified candidates will undergo a background check and the results will play a role in the final decision regarding your application.
We work flexibly. Talk to us about what flexibility means to you. When you apply you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.
We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form and require this in an alternate format please contact our Talent Acquisition team on
Required Experience:
IC
Employment Type
Full-Time
