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 environment, 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 up-to-date 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 robust 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