As a Technical Business Analyst, you'll help ensure the integrity, reliability, and operational excellence of our suite of family and inter-generational products. You'll work at the intersection of operations and product, supporting the ongoing enhancements with outsourced development teams and downstream or upstream agencies. This role suits someone who thrives in a systems-driven environment, enjoys connecting dots across teams, and communicates clearly and confidently in both technical and non-technical settings.
What You'll Work On:
- Partner with product managers, engineers, and policy leads to ensure smooth rollout of new features and changes that impact the product.
- Support the operationalisation of agencies engagements - coordinating processes, documentation, and testing.
- Understand and map data flows and user journeys between systems identify dependencies, risks, and opportunities for improvement.
- Manage and triage operational issues related to identity records, ensuring user data remains consistent and accurate across systems.
- Develop playbooks, SOPs, and internal documentation to strengthen our operational readiness and cross-team coordination.
- Analyse operational data to identify trends, guide prioritisation, and drive continuous improvement.
- Act as a bridge between frontline teams and technical teams to ensure smooth issue resolution and feedback loops.
What we are looking for
- 3 to 5 years of experience as tech business analyst or product operations in a tech or systems-driven environment.
- Experience with data flows, backend processes and comfortable with SQL querying.
- Ability to break down complex systems into clear user journeys, operational steps, and risks.
- Bonus: Experience working on medium scale products or in the public sector.
- Strong written and verbal communication skills able to translate technical concepts for technical and non-technical stakeholders.
- A practical understanding of how databases, APIs, and system architecture fit together to create end-to-end user journeys.
- Structured, detail-oriented, and accountable - clear documentation and followthrough are essential.
- Comfortable working cross-functionally with engineering, product, policy, and frontline teams.
- Curious about backend systems, data integrity, system reliability, and how identity data flows across government platforms.
- A collaborative, humble mindset with a strong sense of ownership.
Nice to Have
- Familiarity with SFTP and common API integration concepts.
- Experience supporting or improving internal tools (e.g., operations dashboards, admin portals, internal user interfaces).
- Exposure to data governance, digital identity, or public-sector systems.
