Technical Business Analyst, Technology Services

Catholic Archdiocese of Sydney – Leichhardt NSW

Work on diverse technology and improvement initiatives that support the Archdiocese and its parishes

Partner with stakeholders across the organization to solve problems and drive better business outcomes

Join a growing Technology Services team and contribute to projects that shape future ways of working

About Us

The Catholic Archdiocese of Sydney (the Archdiocese) is made up of more than 120 Parishes, ecclesial movements, lay communities and ethnic chaplaincies. As well as nurturing the spiritual lives of the hundreds of thousands of Catholics, the Archdiocese supports thousands more in the local community through health and aged care, education, welfare and community services.

As an organization, we are guided by ourMission, Vision & Values and are committed to supportive, respectful and ethical behavior, with a dedication to justice, fairness and outreach to those in need.

Why work for the Archdiocese?

As well as serving the Sydney community, the Archdiocese is committed to providing its employees with a healthy blend of work, family and personal life. We seek to provide flexible and accommodating work options that support our people in balancing their professional and personal commitments. To enhance this commitment, we also provide a provide a range of additional paid and unpaid leave options, professional development and study support, and extra paid time off between Christmas and New Year’s.

About the Opportunity

We are seeking an experienced Business Analyst to lead requirements elicitation, process mapping, and solution design for our CRM ecosystem. This role sits at the intersection of business operations and technology, translating real-world business needs into clear, actionable IT requirements. The ideal candidate has deep CRM domainexpertisecombined with broad, versatile business analysis skills, and is comfortable working directly with business stakeholders who may have limited IT or formal project experience. This role will regularly collaborate withexternal implementation partners(CRM system integrators, consultants, and vendor delivery teams) to ensure requirements are accurately understood and delivered against.

Working closely with stakeholders across the Archdiocese, parishes, and Technology Services, you will:

CRM Process Mapping & Design

Lead end-to-end process mapping initiatives for CRM-related workflows (sales, marketing, service, or customer lifecycle processes), documenting current-state ("as-is") processes and designing optimized future-state ("to-be") processes.

Identify inefficiencies, redundancies, and gaps in existing CRM processes, and design streamlined workflows that align with business goals and system capabilities.

Translate future-state process designs into detailed functional and technical requirements for CRM configuration, customization, or integration.

Partner with CRM administrators, developers, and solution architects to ensure designed processes are technically feasible and scalable.

Design to-be processes with a strong preference for "Out of the Box" (OOTB) functionality, evaluating and justifying any proposed customizations only where standard CRM capabilities cannot meet the business need.

Work with Functional Leads to define and document business rules — such as user-based permissions, role hierarchies, approval thresholds, and data access controls — ensuring these rules are accurately reflected in process designs and requirements.

Requirements Elicitation & Analysis

Conduct structured elicitation sessions (interviews, workshops, JAD sessions,



surveys, observation) to gather business requirements from stakeholders across departments.

Translate ambiguous or informally expressed business needs ("business speak") into clear, structured, and testable requirements ("IT outcomes") — including user stories, use cases, functional specs, and acceptance criteria.

Facilitate requirements workshops with Subject Matter Experts (SMEs) who may lack deep IT knowledge or prior project experience, using plain language, visual aids, and relatable examples to bridge understanding gaps.

Validate and prioritize requirements with business stakeholders and IT teams to ensure alignment before development begins.

Stakeholder Collaboration & Communication

Serve as the primary liaison between business SMEs, internal technical teams, and external implementation partners (system integrators, consultants, and vendor delivery teams), ensuring mutual understanding throughout the project lifecycle.

Coach and guide non-technical SMEs through unfamiliar project processes (e.g., requirements sign-off, UAT, change management) with patience and clarity.

Produce clear documentation — process maps, workflow diagrams, requirements traceability matrices, and business cases — tailored to both technical and non-technical audiences, including external partner teams.

Present findings, recommendations, and trade-offs to stakeholders at varying levels of seniority and technical fluency, both internal and external.

Act as the business's representative in working sessions with external implementation partners, holding partners accountable to agreed requirements and scope.

Broader BA Responsibilities

Support solution evaluation, gap analysis, and vendor/system assessments as needed.

Assist with test case development and User Acceptance Testing (UAT) coordination.

Contribute to change management and training material development to support user adoption.

Identify risks, dependencies, and assumptions throughout the project lifecycle and elevate proactively.

Mentor and coach less experienced Business Analysts, sharing techniques for elicitation, process mapping, and stakeholder management to help grow internal delivery capability and reduce long-term reliance on external implementation partners.

Assist with data definitions and data migration mapping, working with business and technical teams to define data standards, source-to-target mappings, and data quality rules to support clean, accurate CRM data migration.

This is a full-time maximum-term contract opportunity through to November 2027. The role is currently based in Leichhardt and will relocate to Elizabeth Street, Sydney CBD in the first quarter of 2027.

This role is ideal for a naturally curious and analytical skilled who enjoys solving problems, engaging with stakeholders, and turning ideas into practical solutions that deliver measurable value.

About You

You are an inquisitive and analytical professional who enjoys understanding how organizations work and identifying opportunities to improve processes, systems, and user experiences.

Required:

5+ years of experienceworking as a Business Analyst, with a demonstratedtrack recordacross multipleprojects.

Deep, hands-on experience with CRM systems(e.g.,



Salesforce, Microsoft Dynamics 365, HubSpot, or similar), specifically inprocess mapping and process (re)design.

Proven experience working with SaaS-based CRM solutions, particularlySalesforce CRMand/orMicrosoft Dynamics 365 CRM, including familiarity with their standard data models, configuration options, and typical implementation/customization constraints.

Strong command of process mapping tools and notations (e.g., Visio, BPMN, swim-lane diagrams).

Proven experience translating business requirements into functional/technical specifications for IT teams.

Excellent facilitation and elicitation skills — able to run effective workshops and interviews with stakeholders of varying technical fluency.

Demonstrated ability to work withnon-technical SMEs, simplifying complex concepts and guiding them through unfamiliar project methodologies.

Strong written and verbal communication skills, with the ability to flex tone and detail level depending on audience (executive, business user, or developer).

Experience with requirements documentation standards (user stories, use cases, BRDs, FRDs, acceptance criteria).

Comfortable working in Agile, Waterfall, or hybrid project environments.

Demonstrated experience working withexternal implementation partners(system integrators, consultants, or vendor delivery teams), including managing requirements handoff, scope alignment, and quality of delivered work.

Certification in Business Analysis or process improvement— the following are highly regarded:IIBA ECBA or CBAP,Lean Six Sigma,BPMN certification.

Experience with CRM platform configuration or administration (even if not a primary responsibility).

Familiarity with integration concepts (APIs, data flows) to better bridge conversations between business and technical teams.

Experience supporting change management or training initiatives tied to CRM rollouts.

Familiarity with AI tools(e.g., generative AI for documentation/drafting, AI-assisted process mapping, or CRM-native AI features such as Salesforce Einstein or Dynamics Copilot) and an interest in applying them to improve BA workflows.

Experience mentoring or coaching junior BusinessAnalysts, orinformally leading a BA community of practice.

You are collaborative, proactive, and comfortable working with stakeholders at all levels of an organisation. You enjoy bridging the gap between business needs and technology solutions and take pride in ensuring projects deliver meaningful and measurable outcomes.

Above all, you bring a professional approach, strong integrity, and a genuine desire to contribute to a values-based organization committed to continuous improvement and service excellence.

Enquiries and Application Process

Applicants must have unrestricted work rights in Australia. Only candidates whose applications will be progressed will be contacted. The successful candidate must be willing to complete a National Police Check.

The Archdiocese is wholly committed to ensuring the safety, well-being and dignity of all children and adults at risk, and acknowledges its important legal, moral and spiritual responsibility to create a safe and nurturing environment for those children and adults at risk. The Archdiocese has a zero-tolerance approach to child abuse. You are encouraged to read the Archdiocese Commitment Statement and Safeguarding Policy.

Additionally, the Archdiocese is committed to continuous improvement to assess and address the risk of modern slavery in its operations and supply chains and to report annually on these actions in the form of a Modern Slavery Statement.

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📌 Technical Business Analyst, Technology Services (Inner West Council)
🏢 Catholic Archdiocese of Sydney
📍 Inner West Council