Business Analyst - Customer Case Management

REDWOLF + ROSCH PTY LTD; Melbourne; Híbrido; AUD 166.000 - 185.000; Jornada completa

Descripción de la vacante

REDWOLF + ROSCH PTY LTD is seeking an experienced Business Analyst to drive the enterprise discovery and foundational delivery of a major, multi-domain Case Management transformation in Brisbane. The role focuses on shaping a scalable delivery model using Salesforce as the core platform.

You will map future-state processes, capture requirements, define shared standards, and engage SMEs and delivery teams across business units to ensure alignment and a successful phased rollout.

Formación

• Proven Salesforce experience in business analysis.
• Experience across multi-domain enterprise initiatives.
• Strong process modeling and workflow design skills.
• Extensive Agile delivery experience with backlog management.
• Excellent stakeholder engagement and facilitation abilities.

Responsabilidades

• Enterprise Discovery & Standardisation: capture case management requirements across areas and identify standardisation opportunities.
• Requirements & Agile Delivery: elicit, document high-level and detailed requirements; translate into user stories and acceptance criteria.
• Process & Framework Design: map future-state processes including intake, triage, routing, resolution and closure.
• Data & Integration Alignment: capture data flows, reporting, and integrations with Salesforce and enterprise systems.
• Stakeholder Engagement: run workshops with SMEs and technical teams to build consensus and drive adoption.
• Testing & Validation: develop test scenarios and support SIT/UAT against standards.

Conocimientos

Salesforce

Enterprise-scale

Process mapping

Agile delivery

Stakeholder comms

Herramientas

Salesforce

Descripción del empleo

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

• 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

• 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