Business Analyst - Telco/Utilities billing

Business Analyst – Consumer and Billing Transformation

Scale by Avec is seeking an experienced Business Analyst to join a Consumer team delivering key technology and business transformation initiatives.

You will work across business and technical teams to understand customer and operational needs, define clear requirements and improve the processes supporting consumer products, services and billing. This is a hands-on role requiring strong workshop facilitation, stakeholder engagement and documentation skills.

Key responsibilities

• Collaborate with stakeholders across Technology and business teams to gather, analyse, validate and prioritise business and technical requirements.
• Facilitate workshops, interviews and walkthroughs to identify business needs, customer pain points and improvement opportunities.
• Apply persona-based requirements gathering and user story mapping to understand different customer and user needs.
• Translate complex business and technical concepts into clear requirements, user stories, acceptance criteria and process documentation.
• Document current-state and future-state processes using appropriate process-modelling techniques.
• Work closely with architects, engineers and project managers to align business requirements with practical technical solutions.
• Identify process inefficiencies, control gaps and opportunities for improvement.
• Initiate discussions on improvement opportunities and ensure proposed solutions appropriately address them.
• Maintain accurate documentation, requirements traceability and version control across all analysis artefacts.
• Support stakeholder reviews, solution walkthroughs, testing and business acceptance activities.
• Manage competing priorities and maintain progress in an evolving and sometimes ambiguous environment.
• Perform other reasonable duties as directed by the company.

What you’ll bring

• More than six years of comprehensive Business Analyst experience.
• Previous experience within electricity, gas, power, utilities or telecommunications.
• Strong understanding of consumer, customer-service or billing-related processes.
• Highly developed stakeholder-management, facilitation and negotiation skills.
• Demonstrated ability to build trust, collaborate and influence across business and technical teams.
• Strong requirements elicitation, analysis and process-documentation capability.
• Advanced experience with user story mapping and persona-based requirements gathering.
• Experience creating clear, accurate documentation from scratch.
• Understanding of Business Process Model and Notation (BPMN).
• Working knowledge of BABOK techniques and business-analysis practices.
• Exposure to AI tools that support business analysis, documentation or requirements management.
• Strong written and verbal communication skills.
• Confidence operating at both strategic and operational levels.
• Ability to manage competing priorities, navigate ambiguity and support continuous improvement.
• Experience working within Agile, Waterfall or hybrid delivery environments.

Highly regarded

• Experience with Velocity, Gentrack or similar utilities and billing platforms.
• Exposure to Australian Energy Market Operator processes or AEMO market interactions.
• Experience supporting consumer, billing, customer-platform or digital transformation programs.
• Understanding of customer journeys, products, pricing, metering, payments and billing processes.
• Familiarity with Jira, Confluence, Azure DevOps, Visio, Miro or equivalent tools.

What success looks like

You will bring structure and clarity to complex consumer and technology initiatives. You will confidently lead workshops, establish accurate requirements and produce documentation that stakeholders, architects, engineers and project teams can use to progress their work.

Your must have a background working in Utilities or Telco especially in the Customer billing platform space.

The role will suit a proactive and self-sufficient Business Analyst who combines strong domain knowledge with practical delivery capability.