Change Analyst

KPMG has been appointed as the learning services partner to The Skills Academy - an exciting and innovative approach to skills development for the WA public sector workforce. This one sector approach to learning will deliver a comprehensive suite of courses via a new intuitive and modern technology platform to more than 35,000 staff across 56 participating agencies. 

Developed in partnership with more than 150 subject matter experts from across the WA public sector, 120 courses will be designed specifically for the WA public sector context. Courses will cover a wide range of skills and foundational knowledge required of a modern public sector workforce.

Your opportunity

The Business Analyst will play a pivotal role in supporting the Service Desk team within the Learning Managed Service. This role is responsible for documenting processes, gathering and analysing requirements, and driving continuous improvement initiatives. The successful candidate will create clear, actionable process flows and documentation to support a team of Service Desk Agents, ensuring operational excellence and a learner-centric support experience. Proactivity, attention to detail, and strong collaboration skills are essential. Please note this is a 12-month fixed term contract. 

Key Responsibilities:

• Document end-to-end Service Desk processes, ensuring clarity and usability for Agents and stakeholders.
• Develop and maintain process flows, Standard Operating Procedures (SOPs), and business requirements documents (BRDs).
• Identify opportunities for process improvement and proactively recommend and implement enhancements.
• Work closely with Service Desk leadership and stakeholders to capture detailed business and operational requirements.
• Facilitate workshops and interviews to define current and future state processes.
• Translate requirements into clear, actionable artefacts and acceptance criteria.
• Collaborate with Service Desk Agents, Team Leaders, and other stakeholders to ensure process documentation meets operational needs.
• Contribute to the creation and maintenance of repeatable frameworks and documentation templates.

Key Skills and Experience:

• Experience as a Business Analyst or in a similar role, ideally within a service delivery, contact centre, or customer support environment.
• Strong documentation and process design skills, with the ability to produce clear, usable artefacts.
• Proactive, detail-oriented, and able to work independently as well as collaboratively.
• Excellent communication and stakeholder engagement skills.
• Proficiency in Microsoft Office 365 tools (e.g., Word, Visio, Teams).
• Ability to analyse data and translate insights into process improvements.