Job Summary:We arelooking for a skilled and dynamic Business Analyst to join ourteam (Australian Superannuation provider).
The ideal candidate will workclosely with business stakeholders to understand their needs, gather anddocument requirements, and ensure that solutions are implemented effectivelywithin the Digital environment.
The candidate should ideallyhave knowledge and experience with Amazon Connect Contact CentreSolution, Dynamics CRM and its integration with Microsoftproducts, and External Applications (Data repositories, Portal,Registry).
You will be responsible for transforming business requirementsinto functional specifications and ensuring that the solution is aligned withthe business goals.KeyResponsibilities:• Requirements Gathering & Analysis:o Collaborate with business stakeholders (BusinessBA's) to understand business requirements and translate them intofunctional specifications.o Have strong communication skills, and a consultative mindsetinto understanding business problems and delivering end to end client outcomes.o Assess proposed solutions not just for technical feasibility,but for alignment with long -term client strategic goalso Having a consulting -led approach to effectivelylead high -impact discovery sessions and elicitation workshops with diversestakeholder groupso Document business processes, workflows, and pain points torecommend effective solutions.o Ability to translate complex data and "tech jargon"into clear, persuasive narratives for business decision -makers.o Translate business requirements into well -defined technical userstories, identifying gaps, assumptions, and technical dependencies• Solution Design & Implementation:o Work closely with Solution Architects and Solution Designers todefine contact centre technical implementation approacheso Facilitate and lead design and requirements workshops withcross -functional teamso High domain and industry knowledge across variousbusiness functions to provide holistic adviceo Work closely with technical team to design Amazon ContactCentre & CRM solutions that meet business needs and improve businessprocesses.o Configure and customize CRM applications as required (e.g.,entities, forms, views, workflows, business rules).
o Ensure alignment across integrations including AWS, Dynamics365, APIs, and external systemso Participate in the testing of the solution to ensure it meetsfunctional and non -functional requirements.
• Project Management & Stakeholder Communication:o Act as the primary link between business strategy and technicalimplementation.o Ability to hold the attention of the room and build peer -levelrelationships with senior leaderso Strategic Change Management Consulting skills in guidingstakeholders through transformations and generating buy -in for recent solutions.o Assist in managing strategic digital projects,ensuring that timelines, deliverables, and expectations are met.o Participate in Daily Scrum calls and give updates onproject deliverables.
The person should conduct backlog groomingsessions with technical team, review test cases and answertechnical team queries in Q&A; sessions.o Develop and maintain strong relationships with key businessstakeholders to ensure smooth communication and project success.o Support release planning and contribute to overall projectroadmap discussionso Providing supporting throughout the end to end releasemanagement activitieso Provide ongoing support during and after deployment, helpingusers with troubleshooting and ensuring user adoption.
• Data Analysis & Reporting:o Work with business users to create and manage reports,dashboards, and analytics within the platform.o Monitor data integrity and ensure the system remains accurate,up -to -date, and effective for reporting.RequiredSkills and Qualifications:• Preferred: Post Graduate degree in business administration,Information Systems, or a related field.
• 10+ years of experience as a Business Analyst, with a focuson Contact Centre,



CRM and Microsoft products.
• Consulting -led mindset, to identify and understand businesschallenges and opportunities, with an underlying domain context• Consulting approach to challenge decisions and status quo, andidentify opportunities for enhancements and AI infusion • Strong understanding of Dynamics 365 Sales, CustomerService, Marketing, etc core functionalities• Proven experience in delivering solutions using Model -DrivenApps and Canvas Apps, with dependencies on Power Automate and workflows• Exposure to Amazon Connect integration with Dynamics 365 withina customer contact centre environment (nice to have).
• Solid understanding of API -based integrations with Dynamics 365• Strong knowledge of data migration and data transformation,particularly using Azure Data Lake• High -level understanding of superannuation domain concepts andoperations• Hands -on experience in supporting end -to -end releasemanagement, including: o UAT management and coordinationo Stakeholder sign -off processeso Change request implementationo Hypercare and post -go -live production support• Strong communication skills (both verbal and written), with theability to engage effectively with technical and non -technical stakeholders• Excellent analytical and problem -solving skills with the abilityto document and interpret business requirements.
• Experience in Agile/Scrum methodologies is desirable.SoftSkills:• Strong interpersonal and communication skills to workeffectively with cross -functional teams.
• Ability to prioritize and manage multiple tasks in a fast -pacedenvironment.
• Strong attention to detail and the ability to understand complexbusiness needs.
• Self -motivated, proactive, and comfortable working in a dynamicenvironment.

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