Your current company Join a higher education organisation undertaking a significant transformation initiative focused on complaints management, governance, compliance, and service excellence. This strategic program will deliver a centralised complaints management platform designed to improve transparency, reporting, operational efficiency, and user experience across the organisation. Your recent role As a Senior Business Analyst, you will play a key role in the implementation of a recent enterprise Complaints Management System. Working across business and technology teams, you will lead requirements gathering, process analysis, solution design, testing, and business readiness activities to support successful delivery.

Key responsibilities include:
Leading business analysis activities across the full project lifecycle
Facilitating workshops and eliciting business requirements from a diverse stakeholder group
Conducting current-state and future-state process mapping
Analysing business processes, data flows, integrations, and reporting requirements
Supporting SaaS platform implementation activities, including data migration and testing
Working closely with business stakeholders, technical teams, vendors, and implementation partners




Managing requirements traceability and ensuring high-quality BA artefacts
Supporting governance, compliance, operational readiness, and transition-to-BAU activities

What you'll need to succeed
10+ years' experience as a Business Analyst delivering complex enterprise transformation programs
Proven experience implementing large-scale SaaS platforms
Strong process mapping, requirements elicitation, and stakeholder engagement skills
Experience working on transformation, governance, compliance, risk, or case management initiatives
Excellent workshop facilitation and communication skills
Ability to influence and engage senior stakeholders
Experience supporting testing, data migration, and implementation activities
Proven ability to work effectively across business and technology teams

Desirable experience
Complaints Management System implementations
Case management platforms
Higher Education, Government, Regulatory, Risk, Compliance, or Governance environments

What you get in return
Opportunity to work on a high-profile enterprise transformation program
Collaborative and stakeholder-rich environment
Attractive contract opportunity
Flexible working arrangements
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📌 Business Analyst City Of Sydney
🏢 Rashi Joshi
📍 City of Sydney