Technical Business Analyst for ServiceSG (Contract)

[12months contract]

ServiceSG aims to transform the service experience for citizens receiving public services. The Service Transformation and Planning team within ServiceSG leads the service transformation work for key citizen journeys.

As a Data and Systems Business Analyst (Service Transformation & Planning), you will play a crucial role in overseeing and coordinating various aspects of a tech-ops data project within the business domain to support service delivery transformation. You will:

. Data Governance & Data Sharing - Support cross-agency data sharing initiatives by defining clear data exchange processes, governance mechanisms, and technical standards - in compliance with government and privacy regulations. Drive the adoption, use, and alignment of data systems to enable data-ops-tech integration across government agencies and partner entities. Support the design and deployment of interoperable digital and data architectures that facilitate and align with the next bound of the public service vision - to know and serve citizens as one and with heart.

. Shaping Service Experience through Insights & Requirements - Lead the engagement of agencies and stakeholders to capture strategic requirements and feedback that shape future digital and data service delivery systems. Design and conduct user research including surveys and focus group discussions to better understand user requirements. Translate operational needs and user behaviours into actionable system requirements and feature roadmaps. Ensure that day-to-day operational insights are elevated into long-term planning, enabling ServiceSG to anticipate demand and design future-ready solutions.

. Programme Leadership & Governance - Oversee and steer multiple project workstreams to achieve service transformation outcomes. You will set direction, establish governance mechanisms, and monitor programme health across delivery milestones. Anticipate risks and craft mitigation strategies to ensure alignment with national digital and service strategies. Provide oversight of project reporting, executive briefings, and progress updates for senior leadership and decision-makers.

. Cross-Agency Collaboration & Strategic Partnerships - Build and sustain strong partnerships with GovTech, public agencies, and cross-functional teams to co-create tech-enabled solutions that balance citizen experience, innovation, and operational efficiency. You will act as a strategic integrator, aligning diverse agency priorities and fostering whole-of-government coherence in service delivery.

. Risk, Foresight & Continuous Improvement - Shape and deliver clear, concise, and compelling reports, dashboards, and presentations for senior management and policy-makers. Ensure that key project information and learnings are systematically captured, disseminated, and translated into strategic insights that inform broader WOG service transformation efforts.

. Reporting and Documentation - You will prepare clear & concise reports, dashboards, and presentations for senior management, as well as ensure all key project information is accurately documented and easily accessible when needed.

We are looking for motivated individuals who are self-starters in a fast-paced environment and enjoy large systems problem solving. You should be comfortable with the ambiguity in driving large system complex change, action-biased via experimentation and prototyping, and always seeking to bring in new ideas and best practices for the public service.

Key Competencies Required

. [Working Effectively with Stakeholders]: Able to work closely with senior management and other Public Service agencies to drive the service transformation initiative and achieve better coordination and seamless integration of technology and processes. Influence agencies to see beyond their individual agency's missions, towards a collective purpose of seamless service delivery for the citizens.

.[Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesize data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.

.[Creative Thinking and Problem Solving]: Contextualise and apply design methodologies and processes to uncover insights and solve specific service-related challenges. You would be required to demonstrate creativity in generating solutions to complex issues.

.[Technical and Data Acumen]: Sound understanding of data systems, governance frameworks, and integration processes.

.Prior experience in project management and projects involving using scrum and / or agile methodology / or technology projects will be useful. In addition, prior experience with data infrastructure or technology projects will be advantageous.

Work Experience

At least 5 years of work experience in at least two of the following areas in service delivery would be preferable:

. Data Governance and Management

. Service Design and Experience Management

. Service Strategy, Policy and Planning

. Service Operations and Management

. Digital Transformation

. Product Management

. Project Management

Personal Traits

Excellent communication, presentation and stakeholder management skills, with the ability to bridge strategic thinking with practical implementation, and articulate complex technical concepts to non-technical audiences.