Business Analyst contract for a major Dynamics 365 CRM uplift.
Your new company
Join one of South Australia's most trusted and loved organisations. The business is modernising its customer platforms and investing in a strategic CRM uplift using Microsoft Dynamics 365. You'll work with supportive leaders and a cross‐functional delivery team focused on building momentum, creating clarity, and delivering tangible outcomes for members and frontline staff.
Your new role
As a Business Analyst, you'll be pivotal in a Six‐Week design sprint and a broader CRM rollout. Your focus is to validate the technical approach for Dynamics 365 and translate business needs into a clear, workable design that the program can execute at pace. You'll drive the following key outcomes:
* Design validation & blueprinting: Confirm the CRM approach across key capability areas (e.g. member management, case handling, field/dispatch workflows), documenting the why/what/how for the build.
* Integration analysis: Perform gap analysis and define integration requirements between Dynamics 365 and core operational platforms (e.g. roadside dispatch/CAD, call handling, and interstate solutions), including data flows, ownership, and message/event models.
* Requirements & traceability: Elicit, refine and prioritise functional and non‐functional requirements; maintain clear traceability through design decisions and acceptance criteria.
* Process & experience design: Map current/future processes, user journeys and edge cases (e.g. post‐call survey flows and associated document packages), ensuring they fit cleanly into CRM.
* Governance readiness: Produce high‐quality BA artefacts (decision logs, interface specs, data dictionaries, sequence/flow diagrams) to support architecture/design authority review.
* Delivery enablement: Partner with architects, product owners, SMEs and vendors to de‐risk assumptions, align on scope, and prepare for the build and rollout phases.
While the initial design sprint is six weeks, this engagement runs for six months to support subsequent phases of delivery.
What you'll need to succeed
* Demonstrated Business Analyst experience on complex (and highly customised) enterprise CRM programs—ideally with Microsoft Dynamics 365 (Customer Service, Sales and/or Field Service).
* Strong capability in requirements engineering, process modelling (BPMN), and writing user stories/acceptance criteria for agile delivery.
* Proven experience with systems integration (APIs, events, data mapping, error handling) across operational platforms such as call centres and dispatch/field operations.
* Confidence producing clear, consumable BA artefacts (context/data flow diagrams, interface specs, decision logs, data dictionaries).
* Insight into architecture/design governance and preparing packs for review/approval.
* Comfortable facilitating workshops with busy stakeholders and converting ambiguity into structured, prioritised outcomes.
* Proficiency with collaboration and backlog tools (e.g. Azure DevOps/Jira, Confluence) and strong Excel skills for data definition/mapping.
* A practical, hands‐on style—organised, inquisitive, and able to "roll up your sleeves" to keep scope, decisions and dependencies moving.
What you'll get in return
* A high‐impact role shaping the blueprint for an enterprise CRM transformation with genuine visibility.
* The opportunity to de‐risk complexity across integrations and member‐facing processes—setting the program up for delivery success.
* Supportive leadership, a collaborative program team, and strong alignment between business and technology.
* Hybrid work in Adelaide, competitive day rate, and a 6‐month contract with potential to extend as the rollout progresses.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.