We are seeking an experienced Business Analyst to support the discovery, design, and delivery of a Salesforce-based Case Management solution. This role will play a key part in establishing a scalable, enterprise-wide approach to case management, helping drive consistency, standardisation, and improved customer outcomes across multiple business functions.

Working within a collaborative project workplace, you will engage with stakeholders across the organisation to capture requirements, analyse business processes, define future-state workflows, and support the implementation of Salesforce-based solutions.

This is an excellent opportunity for a Business Analyst who enjoys complex stakeholder environments, enterprise discovery work, and designing sustainable business processes within a modern CRM platform.

Key Responsibilities

Enterprise Discovery & Analysis

- Facilitate discovery activities across multiple business areas to gather and consolidate requirements.
- Identify common business needs, process overlaps, and opportunities for standardisation.
- Contribute to enterprise-wide standards, governance frameworks, and decision-making criteria.

Requirements Management

- Elicit, analyse, and document both high-level and detailed business requirements.
- Develop business requirements documents, user stories, acceptance criteria, and supporting artefacts.
- Maintain requirements traceability throughout the project lifecycle.

Process & Workflow Design

- Analyse current-state processes and design future-state workflows.
- Define case management processes including intake, triage, allocation, investigation, resolution, and closure.
- Document business rules, workflow triggers, and decision logic.

Data & Integration Analysis

- Capture data, reporting, and integration requirements.




- Support alignment between Salesforce and enterprise systems.
- Contribute to data standardisation and reporting frameworks.

Stakeholder Engagement

- Facilitate workshops, interviews, and working sessions with business stakeholders and subject matter experts.
- Build strong relationships and drive consensus across diverse stakeholder groups.
- Translate technical concepts into business-friendly language.

Delivery Support

- Support Agile delivery activities including backlog creation, refinement, and prioritisation.
- Work collaboratively with architects, developers, product owners, and project managers.
- Assist with solution validation and delivery planning.

Testing & Validation

- Develop test scenarios and assist with SIT and UAT activities.
- Support defect triage and resolution processes.
- Ensure delivered solutions align with business requirements and agreed standards.

Required Skills & Experience

- Proven experience as a Business Analyst working on CRM or Salesforce-related projects.
- Strong requirements elicitation, analysis, and documentation skills.
- Demonstrated experience facilitating workshops and engaging senior stakeholders.
- Experience developing user stories, process maps, business rules, and acceptance criteria.
- Strong process modelling and workflow design capability.
- Experience working within Agile delivery environments.
- Excellent communication, facilitation, and stakeholder management skills.

Highly Regarded

- Salesforce Service Cloud experience.
- Salesforce Experience Cloud experience.
- Case management, complaints management, investigations, regulatory, or workflow-intensive environments.
- Enterprise discovery, operating model, or business transformation experience.
- Government, regulatory, or highly governed industry experience.
- Experience with data and integration analysis.

📌 Salesforce Business Analyst (Brisbane)
🏢 Elysium Digital
📍 Brisbane