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