Opportunity

We are seeking an experienced Change Analyst to join a major enterprise-wide SAP transformation program, supporting the implementation of SAP Service Cloud and Contact Centre / Case Management initiatives.

Location: Sydney – Hybrid (2–3 days in the office)
Duration: 12 month contract
Day Rate: $950–$1,150 including super

You will play a key role in assessing and managing the organisational impacts of current processes and technology, with a particular focus on developing detailed Change Impact Assessments down to Level 4 process detail.

Working closely with Business Analysts, Process Analysts, Operational SMEs and the broader Change team, you'll translate future-state process changes into clear people impacts, readiness activities and adoption plans.

Responsibilities

- Lead the development of detailed Change Impact Assessments across impacted business functions.
- Analyse current and future-state processes to identify impacts across people, process, technology, roles, controls and customer outcomes.
- Conduct detailed impact analysis down to Level 4 process detail.
- Develop and maintain change impact registers, impact matrices and traceability models.
- Work closely with Business Analysts and SMEs across customer service, contact centre, case management and service operations.
- Facilitate workshops with business stakeholders to validate change impacts and future-state requirements.
- Identify change risks, adoption barriers, capability gaps and readiness issues.
- Support stakeholder engagement, communications,



learning and business readiness activities.
- Support go-live planning, deployment readiness and hypercare.
- Track change activities, risks, readiness metrics and adoption indicators.

Experience

- 5+ years' experience working across large business and technology transformation programs.
- Strong hands-on experience developing detailed Change Impact Assessments.
- Experience working with Level 3 and Level 4 process models and translating process changes into people and organisational impacts.
- Strong understanding of organisational change methodologies such as Prosci / ADKAR.
- Experience with business readiness, stakeholder analysis and adoption planning.
- Previous transformation experience within Contact Centres, Customer Service, Case Management, Shared Services or Service Delivery environments.
- Strong facilitation and stakeholder engagement skills, with the ability to work across frontline teams through to senior operational leaders.
- SAP transformation experience is highly desirable, particularly SAP Service Cloud, SAP ESM, SAP CRM or Customer Experience programs.
- Experience with Genesys Cloud CX, Amazon Connect, Cisco Contact Centre, Signavio or BPM would be advantageous.

This is an excellent opportunity to join one of Australia's major SAP transformation programs and take ownership of detailed change impact and business readiness activities across a complex customer service transformation.

Please apply ASAP to secure an interview slot for next week!

📌 Change Analyst - SAP Service Cloud / Contact Centre -12 Months - $950-1150 a Day (Sydney)
🏢 Clear Recruitment
📍 Sydney