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.

 

Desirable experience 

• Experience in learning services, education programs, or government delivery environments.
• Exposure to event coordination, course administration, or workforce development programmes.
• Experience designing and maintaining Standard Operating Procedures.

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.

KPMG Australia: grow with us!