Job Info

Location: PERTH, WA

Salary: Award

Job Type: Permanent position | Full time position

Job Description

An ICT Business Analyst identifies business needs and determines technological solutions to operational challenges. The position works directly with key stakeholders to investigate, analyse, and document requirements for software and system deployments. By reviewing existing systems and processes, the role assists in identifying efficiencies and managing the implementation of functional technology solutions to align IT infrastructure with broader business objectives.

Responsibilities Oversee the end-to-end collection, management, and alignment of technology requirements from stakeholders. Evaluate organizational workflows and recommend system changes to improve operational efficiency.

Manage project delivery timelines, scope, and resource allocations using standard project management frameworks. Direct quality assurance processes by overseeing system test plans to ensure functional solution integrity. Coordinate functional and technical specifications between business units and software development teams.

Act as the primary point of contact for technical query resolution and project guidance. Plan and deliver system documentation, change management strategies, and user training. Assess technology risks and formulate mitigation strategies across project life cycles.

Main Tasks Consult with end-users and management to gather, define, and document formal business requirements. Investigate and analyse existing business processes, workflows, and operational practices.

Identify operational inefficiencies and formulate recommendations for system functionality and process enhancements. Develop detailed project management plans incorporating cost estimates, resource requirements, and schedules. Create data models, process flow diagrams, and logical system specifications for development teams.

Write functional design documents and user stories to guide software design and configuration. Formulate and implement comprehensive system testing protocols to validate software functionality. Prepare clear technical documentation, operational manuals, and training materials.

Conduct structured training sessions for end-users on new or updated ICT systems. Provide expert guidance and technical context to assist executive decision-making during IT deployment. Relevant qualifications





According to ANZSCO Skill Level 1 benchmarks, this position requires an AQF Bachelor Degree or higher qualification in Information Technology, Business Information Systems, Computer Science, or a related field. At least five years of relevant industry experience or vendor certification may substitute for the formal qualification. Relevant skills

Requirements Elicitation: Proficiency in gathering and translating technical requirements from stakeholders. Process Modelling: Capability in business process mapping and modelling using standard frameworks (e.g., BPMN, UML). Project Management: Knowledge of project management methodologies (e.g., Agile, Scrum, PMBOK, PRINCE2).

System Testing: Ability to design, manage, and execute system integration and user acceptance testing plans. Analytical Thinking: Skill in evaluating complex system workflows and identifying technical gaps or inefficiencies. Stakeholder Coordination: Strong ability to coordinate and present complex technical information to non-technical teams.

Technical Writing: Precision in drafting functional specifications, requirements documentation, and user guides. Change Management: Competence in guiding organizations through technology transitions and system rollouts. SUPPLEMENT — MANAGED SERVICE PROVIDER (MSP) CONTEXT

The following material is additional context specific to Insource IT's managed-services operating model. The core position description above (identifiers, summary, responsibilities, main tasks, qualifications and skills) is unchanged. About Insource IT

Insource IT was founded in 2015, and since then we've been supporting SMBs across a range of industries with enterprise-level technology solutions. As a Perth-based Managed Service Provider (MSP), Insource IT delivers managed IT, cyber security and cloud services to clients on an ongoing, agreement-based model, and is proudly ISO 27001:2022 certified. The Business Process Analyst role therefore operates not for a single in-house IT function,



but across a portfolio of managed clients, improving the systems and processes through which those services are delivered.

Managed services operating environment Work is delivered within a multi-client managed services workplace. Service delivery is coordinated through the company's Professional Services Automation (PSA) / IT Service Management (ITSM) platform and supporting Remote Monitoring & Management (RMM) tooling, and is governed by client Service Level Agreements (SLAs).

Process and system improvements are designed to scale and standardise across the managed client base, rather than for a single organisation. MSP-specific responsibilities – Analyse and refine service desk, ticketing and queue workflows within the PSA/ITSM platform to improve first-response and resolution performance against SLA targets.

– Standardise and document repeatable service processes — client onboarding and offboarding, change management, and recurring service requests — for consistent delivery across all managed clients. – Map, specify and improve integrations between core MSP tooling (PSA, RMM, documentation, quoting/procurement and accounting systems) to reduce manual handling and data duplication. – Translate service delivery and client reporting requirements into configuration of the ITSM platform, dashboards, automations and SLA reporting.

– Support continual service improvement (CSI) initiatives aligned to ITIL service management practices across the service desk and projects functions. MSP-specific skills & platforms PSA / ITSM platforms: Practical familiarity configuring and analysing managed-services platforms such as HaloPSA, ConnectWise Manage or Autotask.

RMM & endpoint tooling: Understanding of remote monitoring, patching and endpoint management data as inputs to process design and reporting. Service management frameworks: Working knowledge of ITIL and SLA-based service delivery within a managed-services context. MSP commercial awareness: Understanding of managed-services agreements, recurring service models and add-on/contract structures that shape client segmentation and delivery.

Reporting line & team Reports to the Operations Manager and works within the Service Delivery / Operations function, collaborating closely with the service desk, projects and account management teams.

📌 Business Process Analyst (Perth)
🏢 HARUM HOLDING
📍 Perth