Business Analyst - Customer Case Management

Redwolf + Rosch; Brisbane; Hybrid; AUD 166,000 - 185,000; Full time

Job summary

Redwolf + Rosch is seeking an experienced Business Analyst to lead the enterprise discovery phase and foundational delivery of a major, multi-domain Case Management transformation for a regulated public sector agency in Brisbane. You will help shape an enterprise-wide approach, consolidating initiatives into a scalable delivery model.

Using Salesforce as the core platform, collaborate across business units to map future-state processes, capture requirements, and define shared standards before

Qualifications

• Proven Salesforce experience as a Business Analyst.
• Experience across multi-domain, enterprise-scale initiatives.
• Strong process modeling and workflow design skills.
• Extensive Agile delivery experience with backlogs & traceability.
• Excellent stakeholder management across diverse domains.

Responsibilities

• Enterprise discovery and standardisation across case management.
• Elicit, analyse and document requirements; translate to user stories.
• Map future-state processes and business rules; document triggers.
• Capture data flows, reporting, and integrations with Salesforce.
• Facilitate workshops with SMEs and delivery teams; drive adoption.
• Develop test scenarios and support SIT/UAT against standards.

Skills

Salesforce

Enterprise scope

Process modeling

Agile delivery

Stakeholder mgmt

Job description

Contract Salesforce BA driving enterprise discovery & Tranche 1 case management for a regulated public sector agency in Brisbane.

• Starts ASAP - Ends 30/06/2027
• $900-$1,000 inc of super
• Brisbane CBD, hybrid, 3 days a week onsite

We are seeking an experienced Business Analyst to drive the enterprise discovery phase and foundational delivery of a major, multi-domain Case Management transformation.

In this role, you will help shape an enterprise-wide approach to customer case management, consolidating multiple distinct initiatives into a coordinated, scalable delivery model.

Utilising Salesforce as the core platform, you will work collaboratively across diverse business units to map future-state processes, capture requirements, and define shared organisational standards before scaled delivery begins.

Key Responsibilities

As a vital bridge between business stakeholders and technical delivery teams, your day-to-day will involve:

• Enterprise Discovery & Standardisation: Support a time-boxed enterprise discovery phase to capture case management requirements across various business areas, identifying opportunities for standardisation across complaints, disputes, and workflows.
• Requirements & Agile Delivery: Elicit, analyse, and document high-level and detailed requirements. Translate complex business needs into clear user stories and acceptance criteria aligned to Salesforce delivery.
• Process & Framework Design: Map future-state case management processes including intake, triage, routing, resolution, and closure while documenting business rules and workflow triggers.
• Data & Integration Alignment: Capture requirements for data flows, reporting, and integrations between Salesforce and broader enterprise systems.
• Stakeholder Engagement: Facilitate collaborative workshops with subject matter experts (SMEs) and technical delivery teams to build consensus and drive enterprise-wide adoption.
• Testing & Validation: Develop test scenarios and support SIT/UAT to validate solution delivery against agreed standards.

Required Experience & Capabilities

To be successful in this role, you will have:

• Proven Salesforce Experience: Solid background acting as a Business Analyst within Salesforce environments.
• Enterprise-Scale Capability: Demonstrated experience working across multi-domain, complex organisational initiatives or contributing to enterprise discovery phases.
• Strong Process Modeling: Advanced workflow design and process mapping capabilities.
• Agile Expertise: Extensive experience working within Agile delivery methodologies, maintaining backlogs, and ensuring traceability.
• Top-tier Communication: Exceptional stakeholder management and facilitation skills, with the ability to navigate diverse business domains.

Desirable Criteria

• Experience with Salesforce Service Cloud or Experience Cloud implementations.
• Previous experience within government, public sector, or highly regulated environments.
• Background working specifically with complaints, disputes, or regulatory case management workflows

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact the Recruitment Consultan

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact your Redwolf + Rosch Recruitment Consultant redwolfrosch.com.au