We are looking for a skilled and dynamic Business Analyst to join our team (Australian Superannuation provider). The ideal candidate will work closely with business stakeholders to understand their needs, gather and document requirements, and ensure that solutions are implemented effectively within the Digital environment. The candidate should ideally have knowledge and experience with Amazon Connect Contact Centre Solution, Dynamics CRM and its integration with Microsoft products, and External Applications (Data repositories, Portal, Registry). You will be responsible for transforming business requirements into functional specifications and ensuring that the solution is aligned with the business goals.
Key Responsibilities
* Collaborate with business stakeholders (Business BA's) to understand business requirements and translate them into functional specifications.
* Have strong communication skills, and a consultative mindset into understanding business problems and delivering end to end client outcomes.
* Assess proposed solutions not just for technical feasibility, but for alignment with long-term client strategic goals.
* Having a consulting-led approach to effectively lead high-impact discovery sessions and elicitation workshops with diverse stakeholder groups.
* Document business processes, workflows, and pain points to recommend effective solutions.
* Ability to translate complex data and "tech jargon" into clear, persuasive narratives for business decision-makers.
* Translate business requirements into well-defined technical user stories, identifying gaps, assumptions, and technical dependencies.
* Work closely with Solution Architects and Solution Designers to define contact centre technical implementation approaches.
* Facilitate and lead design and requirements workshops with cross-functional teams.
* High domain and industry knowledge across various business functions to provide holistic advice.
* Work closely with technical team to design Amazon Contact Centre & CRM solutions that meet business needs and improve business processes.
* Configure and customize CRM applications as required (e.g., entities, forms, views, workflows, business rules).
* Ensure alignment across integrations including AWS, Dynamics 365, APIs, and external systems.
* Participate in the testing of the solution to ensure it meets functional and non‐functional requirements.
* Act as the primary link between business strategy and technical implementation.
* Ability to hold the attention of the room and build peer‐level relationships with senior leaders.
* Strategic Change Management Consulting skills in guiding stakeholders through transformations and generating buy‐in for new solutions.
* Assist in managing strategic digital projects, ensuring that timelines, deliverables, and expectations are met.
* Participate in Daily Scrum calls and give updates on project deliverables. Conduct backlog grooming sessions with technical team, review test cases and answer technical team queries in Q&A sessions.
* Develop and maintain strong relationships with key business stakeholders to ensure smooth communication and project success.
* Support release planning and contribute to overall project roadmap discussions.
* Provide supporting throughout the end to end release management activities.
* Provide ongoing support during and after deployment, helping users with troubleshooting and ensuring user adoption.
* Work with business users to create and manage reports, dashboards, and analytics within the platform.
* Monitor data integrity and ensure the system remains accurate, up‐to‐date, and effective for reporting.
Required Skills 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 focus on Contact Centre, CRM and Microsoft products.
* Consulting-led mindset, to identify and understand business challenges and opportunities, with an underlying domain context.
* Consulting approach to challenge decisions and status quo, and identify opportunities for enhancements and AI infusion.
* Strong understanding of Dynamics 365 Sales, Customer Service, Marketing, etc core functionalities.
* Proven experience in delivering solutions using Model-Driven Apps and Canvas Apps, with dependencies on Power Automate and workflows.
* Exposure to Amazon Connect integration with Dynamics 365 within a 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 and operations.
* Hands‐on experience in supporting end-to-end release management, including:
o UAT management and coordination.
o Hypercare and post-go-live production support.
* Strong communication skills (both verbal and written), with the ability to engage effectively with technical and non-technical stakeholders.
* Excellent analytical and problem-solving skills with the ability to document and interpret business requirements.
* Experience in Agile/Scrum methodologies is desirable.
Soft Skills
* Strong interpersonal and communication skills to work effectively with cross‐functional teams.
* Ability to prioritize and manage multiple tasks in a fast‐paced environment.
* Strong attention to detail and the ability to understand complex business needs.
* Self-motivated, proactive, and comfortable working in a dynamic environment.
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