Business Analyst

Your new company Join a higher education organisation undertaking a significant transformation initiative focused on complaints management, governance, compliance, and service excellence. This strategic program will deliver a centralised complaints management platform designed to improve transparency, reporting, operational efficiency, and user experience across the organisation. Your new role As a Senior Business Analyst, you will play a key role in the implementation of a new enterprise Complaints Management System.

Working across business and technology teams, you will lead requirements gathering, process analysis, solution design, testing, and business readiness activities to support successful delivery.

Key responsibilities include:

• Leading business analysis activities across the full project lifecycle
• Facilitating workshops and eliciting business requirements from a diverse stakeholder group
• Conducting current-state and future-state process mapping
• Analysing business processes, data flows, integrations, and reporting requirements
• Supporting SaaS platform implementation activities, including data migration and testing
• Working closely with business stakeholders, technical teams, vendors, and implementation partners
• Managing requirements traceability and ensuring high-quality BA artefacts
• Supporting governance, compliance, operational readiness, and transition-to-BAU activities

What you'll need to succeed

• 10+ years' experience as a Business Analyst delivering complex enterprise transformation programs
• Proven experience implementing large-scale SaaS platforms
• Strong process mapping, requirements elicitation, and stakeholder engagement skills
• Experience working on transformation, governance, compliance, risk, or case management initiatives
• Excellent workshop facilitation and communication skills
• Ability to influence and engage senior stakeholders
• Experience supporting testing, data migration, and implementation activities
• Proven ability to work effectively across business and technology teams

Desirable experience

• Complaints Management System implementations
• Case management platforms
• Higher Education, Government, Regulatory, Risk, Compliance, or Governance environments

What you get in return

• Opportunity to work on a high-profile enterprise transformation program
• Collaborative and stakeholder-rich environment
• Attractive contract opportunity
• Flexible working arrangements

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