Job Description
Job Summary:
n
n
We are
n looking for a skilled and dynamic Business Analyst to join our
n team (Australian Superannuation provider). The ideal candidate will work
n closely with business stakeholders to understand their needs, gather and
n document requirements, and ensure that solutions are implemented effectively
n within the Digital environment. The candidate should ideally
n have knowledge and experience with Amazon Connect Contact Centre
n Solution, Dynamics CRM and its integration with Microsoft
n products, and External Applications (Data repositories, Portal,
n Registry). You will be responsible for transforming business requirements
n into functional specifications and ensuring that the solution is aligned with
n the business goals.
n
n
Key
n Responsibilities:
n
n
•
Requirements Gathering & Analysis:
n
n
o Collaborate with business stakeholders (Business
n BA's) to understand business requirements and translate them into
n functional specifications.
n
n
o Have strong communication skills, and a consultative mindset
n into understanding business problems and delivering end to end client outcomes.
n
n
o Assess proposed solutions not just for technical feasibility,
n but for alignment with long -term client strategic goals
n
n
o Having a consulting -led approach to effectively
n lead high -impact discovery sessions and elicitation workshops with diverse
n stakeholder groups
n
n
o Document business processes, workflows, and pain points to
n recommend effective solutions.
n
n
o Ability to translate complex data and "tech jargon"
n into transparent, persuasive narratives for business decision -makers.
n
n
o Translate business requirements into well -defined technical user
n stories, identifying gaps, assumptions, and technical dependencies
n
n
•
Solution Design & Implementation:
n
n
o Work closely with Solution Architects and Solution Designers to
n define contact centre technical implementation approaches
n
n
o Facilitate and lead design and requirements workshops with
n cross -functional teams
n
n
o High domain and industry knowledge across various
n business functions to provide holistic advice
n
n
o Work closely with technical team to design Amazon Contact




n Centre & CRM solutions that meet business needs and improve business
n processes.
n
n
o Configure and customize CRM applications as required (e.g.,
n entities, forms, views, workflows, business rules).
n
n
o Ensure alignment across integrations including AWS, Dynamics
n 365, APIs, and external systems
n
n
o Participate in the testing of the solution to ensure it meets
n functional and non -functional requirements.
n
n
•
Project Management & Stakeholder Communication:
n
n
o Act as the primary link between business strategy and technical
n implementation.
n
n
o Ability to hold the attention of the room and build peer -level
n relationships with senior leaders
n
n
o Strategic Change Management Consulting skills in guiding
n stakeholders through transformations and generating buy -in for new solutions.
n
n
o Assist in managing strategic digital projects,
n ensuring that timelines, deliverables, and expectations are met.
n
n
o Participate in Daily Scrum calls and give updates on
n project deliverables. The person should conduct backlog grooming
n sessions with technical team, review test cases and answer
n technical team queries in Q&A; sessions.
n
n
o Develop and maintain strong relationships with key business
n stakeholders to ensure smooth communication and project success.
n
n
o Support release planning and contribute to overall project
n roadmap discussions
n
n
o Providing supporting throughout the end to end release
n management activities
n
n
o Provide ongoing support during and after deployment, helping
n users with troubleshooting and ensuring user adoption.
n
n
•
Data Analysis & Reporting:
n
n
o Work with business users to create and manage reports,
n dashboards, and analytics within the platform.
n
n
o Monitor data integrity and ensure the system remains accurate,
n up -to -date, and effective for reporting.
n
n
Required
n Skills and Qualifications:




n
n
• Preferred: Post Graduate degree in business administration,
n Information Systems, or a related field.
n
n
• 10+ years of experience as a Business Analyst, with a focus
n on Contact Centre, CRM and Microsoft products.
n
n
• Consulting -led mindset, to identify and understand business
n challenges and opportunities, with an underlying domain context
n
n
• Consulting approach to challenge decisions and status quo, and
n identify opportunities for enhancements and AI infusion
n
n
• Strong understanding of Dynamics 365 Sales, Customer
n Service, Marketing, etc core functionalities
n
n
• Proven experience in delivering solutions using Model -Driven
n Apps and Canvas Apps, with dependencies on Power Automate and workflows
n
n
• Exposure to Amazon Connect integration with Dynamics 365 within
n a customer contact centre workplace (nice to have).
n
n
• Solid understanding of API -based integrations with Dynamics 365
n
n
• Strong knowledge of data migration and data transformation,
n particularly using Azure Data Lake
n
n
• High -level understanding of superannuation domain concepts and
n operations
n
n
• Hands -on experience in supporting end -to -end release
n management, including:
n
n
o UAT management and coordination
n
n
o Stakeholder sign -off processes
n
n
o Change request implementation
n
n
o Hypercare and post -go -live production support
n
n
• Strong communication skills (both verbal and written), with the
n ability to engage effectively with technical and non -technical stakeholders
n
n
• Excellent analytical and problem -solving skills with the ability
n to document and interpret business requirements.
n
n
• Experience in Agile/Scrum methodologies is desirable.
n
n
Soft
n Skills:
n
n
• Strong interpersonal and communication skills to work
n effectively with cross -functional teams.
n
n
• Ability to prioritize and manage multiple tasks in a fast -paced
n environment.
n
n
• Strong attention to detail and the ability to understand complex
n business needs.
n
n
• Self -motivated, proactive, and comfortable working in a dynamic
n workplace.
n
n

📌 Sr. Tech Consulting Business Analyst (Melbourne)
🏢 XPT Software Australia Pty
📍 Melbourne