Sr. tech consulting business analyst (melbourne)

Job Summary

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

• Requirements Gathering & Analysis: 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 to understand business problems and deliver end‐to‐end client outcomes.
• Assess proposed solutions not just for technical feasibility, but for alignment with long‐term client strategic goals.
• Adopt 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.
• 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.
• Solution Design & Implementation: 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.
• Leverage 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 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 solution testing to ensure functional and non‐functional requirements are met.
• Project Management & Stakeholder Communication: Act as the primary link between business strategy and technical implementation.
• Build peer‐level relationships with senior leaders and hold attention in the room.
• Apply strategic change‐management consulting skills to guide stakeholders through transformations and generate buy‐in.
• Assist in strategic digital projects, ensuring timelines, deliverables, and expectations are met.
• Participate in Daily Scrum calls, providing updates on project deliverables.
• Conduct backlog grooming sessions, review test cases, and answer technical team queries.
• Maintain strong relationships with key business stakeholders for smooth communication and success.
• Support release planning and contribute to overall project roadmap discussions.
• Provide support throughout end‐to‐end release management activities.
• Offer ongoing support during and after deployment, helping users with troubleshooting and ensuring adoption.
• Data Analysis & Reporting: Work with business users to create and manage reports, dashboards, and analytics within the platform.
• Monitor data integrity and keep the system 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 underlying domain context.
• Consulting approach to challenge decisions and status quo, identifying opportunities for enhancements and AI infusion.
• Strong understanding of Dynamics 365 Sales, Customer Service, Marketing, etc. core functionalities.
• Proven experience 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 transformation, particularly using Azure Data Lake.
• High‐level understanding of superannuation domain concepts and operations.
• Hands‐on experience supporting end‐to‐end release management, including UAT management, stakeholder sign‐off, change request implementation, hyper‐care, and post‐go‐live support.
• Strong communication skills (both verbal and written) to engage effectively with technical and non‐technical stakeholders.
• Excellent analytical and problem‐solving skills, able to document and interpret business requirements.
• Desirable experience in Agile/Scrum methodologies.

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 understanding of complex business needs.
• Self‐motivated, proactive, and comfortable working in a dynamic environment.