Are you a Functional Analyst who enjoys being close to the day to day operation of a CRM platform? Do you like owning support requests end to end, working directly with business users, and turning requirements into practical Salesforce solutions?
As a Functional Analyst (CRM BAU) at UTS, you'll play a critical operational role supporting the university's Salesforce ecosystem during a 12 month maternity leave cover. This role sits at the intersection of functional analysis and hands on configuration, with a focus on BAU ticket triage, analysis, and resolution.
You'll be the first point of contact for Salesforce incidents and requests, responsible for understanding business needs, assessing impact and priority, and delivering low risk functional solutions that keep the platform running smoothly.
What You'll Be Doing
* Analyse business processes and translate requirements into fit for purpose Salesforce solutions
* Recommend functional approaches that balance business needs, risk, and delivery timelines
* Document functional designs, configuration decisions, and BAU processes
* Implement functional solutions using declarative configuration (objects, fields, flows, validation rules, reports, dashboards)
* Support Salesforce Experience Cloud functionality from a functional and user experience perspective
* Support BAU readiness for releases, upgrades, and environment refreshes
* Assist with functional testing, impact assessment, and post release support
* Act as the primary intake point for Salesforce BAU incidents and service requests
* Triage, analyse, prioritise, and manage tickets end to end
* Engage with business users to clarify requirements, impacts, and expected outcomes
* Work closely with platform managers, product teams, business stakeholders developers, and IT stakeholders.
What You'll Need to Succeed
* Functional Analyst experience
* Experience working as a Salesforce Functional Analyst, CRM BAU Analyst, or similar role
* Strong ability to analyse requirements, make functional decisions, and advise business stakeholders
* Proven experience managing CRM support queues and resolving incidents and requestsComfortable owning tickets from intake through to resolution
* Confident delivering solutions through Salesforce configuration (not just writing requirements)
* Comfortable working in a fast paced BAU context with competing priorities
* Experience working with business users, developers, and platform teams
* Able to explain functional decisions clearly to both technical and non technical audiences
* Salesforce (Sales Cloud, Service Cloud, Experience Cloud), Jira, Confluence, FormAssembly and Conga.
Base Salary Range: 109,014- 139,674 p.a. (HEW7/8)
These roles attract 17% superannuation (pension) in addition to the base salary.
This position is full-time and an appointment will be made on a fixed term basis for 12 months, covering a parental leave.
UTS staff also benefit from a wide range of Employee Benefits, including flexible work practices, generous parental leave and salary packaging opportunities.
How to Apply
* Submit your application via the UTS online recruitment system. Your application should include:
* A cover letter (maximum 2 pages) stating your motivation for applying, as well as your suitability for the role
* A copy of your resume
* Ensure that each document submitted includes IRC338229 and your name.
* For specific inquiries or issues with your application, contact the UTS Recruitment Team at recruitment@uts.edu.au
* Closing Date: Wednesday 27 May at 11:59 PM (AEST)
* Applicants must have current and valid working rights for the duration of the appointment.
UTS prioritises safety, respect, and inclusion for every member of our community. In support of this, and in line with our statutory obligations under the National Code to Prevent and Respond to Gender-Based Violence 2026, all prospective employees must declare any past investigations relating to gender-based violence. Employment at UTS is contingent upon completion of this declaration, and, where necessary, assessment of any identified risk factors. We appreciate your role in upholding the standards and behaviour expected of our community.
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