About FinXL IT

FinXL IT Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise sectors.

FinXL IT is seeking a Senior Business Analyst to join our consulting team and be deployed with a leading Teleco client on a key transformation engagement. This role sits within a critical Contact Centre Program supporting initiatives for a federal government client. Due to the nature of this work, Australian Citizenship is mandatory for eligibility to obtain an NV1 Clearance.

Responsibilities

• Lead workshops and interviews to elicit, analyse, and document detailed business requirements.

• Define and map 'As-Is' and 'To-Be' business processes for contact centre operations.

• Translate business needs into functional specifications, user stories, and detailed call flow designs.

• Design call flows including IVR, routing, and escalations for the Contact Centre Platform.

• Act as the primary liaison between business units, IT teams, and project managers.

• Create and maintain comprehensive documentation, including BRDs and functional specifications.

• Define User Acceptance Testing (UAT) criteria and provide clarification to testing teams.

Key Skills & Experience

• Australian Citizenship - Must be eligible for NV1 security clearance

• Proven experience as a Senior Business Analyst in complex Contact Centre environments

• Demonstrated expertise in requirements elicitation, workshop facilitation, and process mapping

• Strong understanding of contact centre operations and technologies (e.g. call routing, IVR, WFM)

• Proficiency with BA tools and methodologies (e.g. Jira, Confluence, Agile/Scrum)

What's On Offer?

• Initial 6-12 months contract, with a view to extend
• Located north-west of Sydney
• Hybrid working arrangement to get your best work done! (2-3 days in the office)
• Sponsorship for NV1 Security clearance available, only for Australian Citizens

Next Steps (static) If you would like to apply for this opportunity, please submit your CV via SEEK. Please note that due to the volume of responses, only shortlisted consultants will be contacted.

Job number (S4)