Job Description
Your new 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 current role As a Senior Business Analyst, you will play a key role in the implementation of a new 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.
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Key responsibilities include:
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Leading business analysis activities across the full project lifecycle
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Facilitating workshops and eliciting business requirements from a diverse stakeholder group
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Conducting current-state and future-state process mapping
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Analysing business processes, data flows, integrations, and reporting requirements
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Supporting SaaS platform implementation activities, including data migration and testing
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Working closely with business stakeholders, technical teams, vendors, and implementation partners
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Managing requirements traceability and ensuring high-quality BA artefacts




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Supporting governance, compliance, operational readiness, and transition-to-BAU activities
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What you'll need to succeed
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10+ years' experience as a Business Analyst delivering complex enterprise transformation programs
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Proven experience implementing large-scale SaaS platforms
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Strong process mapping, requirements elicitation, and stakeholder engagement skills
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Experience working on transformation, governance, compliance, risk, or case management initiatives
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Excellent workshop facilitation and communication skills
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Ability to influence and engage senior stakeholders
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Experience supporting testing, data migration, and implementation activities
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Proven ability to work effectively across business and technology teams
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Desirable experience
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Complaints Management System implementations
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Case management platforms
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Higher Education, Government, Regulatory, Risk, Compliance, or Governance environments
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What you get in return
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Opportunity to work on a high-profile enterprise transformation program
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Collaborative and stakeholder-rich environment
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Attractive contract opportunity
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Flexible working arrangements
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📌 Business Analyst (New South Wales)
🏢 Rashi Joshi
📍 New South Wales