Job Description

Employment Type Permanent

Closing Date 16 Aug 2023 11:59pm

Job Title Business Analyst - Specialist

Job Summary



"We\'re Australia\'s leading telecommunications and technology company. And 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. We\'re 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.

Make a difference

As a Business Analyst - Specialist, you shall apply in-depth process and business analytical skills to enhance areas of system, process, and people. You shall have a strong belief that there is always a better way to improve or automate the way we do business and hence continuously look for and create opportunities to streamline our processes.

You have to engage with and work with a diverse stakeholder group within Global Business Services (GBS) and across Telstra International including the Business Transformation team, regional teams, activation teams, engineering teams, assurance teams, sales team, product teams, IT, billing, etc and help shape the design, implementation, and delivery of improvement programs aligned to the teams strategic direction.

Key Accountabilities:

The Business Analyst - Specialist is responsible for the overall service delivery and outcomes for their customer(s).

• Participate in the development of various digitization initiatives, driving the design and implementation of O2A requirements along the O2A processes (through discovery workshops, design, refinement, UAT, defects fixing, project rollout, Service Delivery training, etc.)
• Identify opportunities for enhancements, highlight priorities, and influence project and improvement outcomes.
• Perform gap analysis, develop/review/maintain delivery process maps and high-level workflows.
• Develop and maintain easy-to-understand training materials regarding Phoenix (SFDC), ServiceNow (SNOW), and the inventory system for each of the Product/Order Types as they get re-modeled and launched.
• Train the SD SME on new product/functionality onboard Phoenix
• Owner of and is accountable for creating and updating the Process Guide and Work Instructions for the O2A domain
• Create and maintain content on the knowledge portal, ensuring information is both relevant and up-to-date.
• Manage requests for system enhancements, log user stories in JIRA, create acceptance criteria, prioritize, and support the deployment.
• Shape customer communication templates to make sure any changes are aligned with the service delivery workflow in managing customer expectations and delivering revenue timely.
• Collaborate with other functional teams to align our objectives and deliverables to ensure consistency across processes, with full knowledge of impacts on upstream and downstream teams.

About You

We\'re looking for someone who\xe2\x80\xa6has experience in

• Experience in a service delivery and process improvement role within a Telecommunications or IT business.
• Proven ability to manage multiple tasks to critical deadlines.
• Ability to translate business requirements to functional, technical, and non-functional requirements.
• Initiative, commitment, and drive in providing excellent customer service.
• A high level of interpersonal skills and a strong commitment to working in a team environment.
• Sound problem-solving skills: a creative approach with the ability to develop new ideas.
• Proficient with CRM & Microsoft Office applications, in particular Word, Excel, and PowerPoint.
• High level of oral and written communication skills

If you want to be surrounded by top talent at a company that gives back to the community, apply now.



We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with a disability.

When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process.

www.telstra.com.au/careers/diversity-and-inclusion or email us at DisabilityandAccessibility@team.telstra.com noting your preferred method of contact.

Telstra