Change Analyst - CRM and Case Management

Aspirante; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Aspirante is seeking an experienced Change Analyst to support a Queensland Government department’s Enterprise CRM and Case Management Service project. You will help teams understand changes, prepare for transition and confidently adopt the new service.

Working with the Product Owner, Project Manager, business representatives and technical teams, you will deliver practical change, communication and learning activities throughout implementation. Attendance at 50% WFH / 50% office is expected.

Qualifications

• Minimum five years’ experience in organisational change, communications, or similar in a project/program.
• Experience supporting complex change involving digital, ICT or enterprise systems.
• Experience conducting change impact assessments and business readiness activities.
• Strong stakeholder engagement across end users, management and partners.

Responsibilities

• Conduct change impact assessments across business areas, roles and processes.
• Identify change risks, dependencies and mitigation actions.
• Develop and maintain change/adoption plans and engagement schedules.
• Support business readiness assessments and go-live criteria.
• Facilitate workshops, interviews and stakeholder consultations.
• Develop targeted communications across channels (SharePoint Online, intranet, presentations).
• Support learning needs and develop practical materials (guides, job aids).
• Contribute to cutover, go-live, hypercare and post-rollout support.
• Report on progress, readiness, risks and issues.

Skills

Change management

Stakeholder engagement

Workshop facilitation

Written communication

Prioritisation

Education

PROSCI or APMG Change Management certification

Tools

CRM systems (Dynamics 365)

Power Platform

SharePoint Online

Job description

Change Analyst - CRM and Case Management

Aspirante is seeking an experienced Change Analyst to support a Queensland Government department’s Enterprise CRM and Case Management Service project.

The project will introduce new technology, processes, roles and ways of working across multiple business areas. You will help impacted teams understand the changes, prepare for transition and confidently adopt the new service.

Working closely with the Product Owner, Project Manager, business representatives and technical teams, you will deliver practical change, communication and learning activities throughout implementation.

Your responsibilities will include:

• Conducting detailed change impact assessments across business areas, roles, processes, systems and ways of working.
• Identifying change risks, dependencies and mitigation actions to support planning and implementation decisions.
• Developing and maintaining change and adoption plans, stakeholder engagement plans, communications schedules, readiness checklists and adoption measures.
• Supporting business readiness assessments, checkpoints and go-live criteria.
• Facilitating workshops, briefings, interviews and consultation activities with stakeholders and end users.
• Developing targeted communications across channels such as SharePoint Online, intranet pages, presentations and electronic communications.
• Supporting learning needs analysis and developing practical materials, including quick reference guides, job aids and walkthroughs.
• Contributing to cutover, go-live, hypercare and post-rollout support, including coaching, feedback collection and adoption monitoring.
• Reporting on change progress, readiness, risks and issues, and recommending practical actions.

Aspirante is seeking an experienced Change Analyst to support a Queensland Government department’s Enterprise CRM and Case Management Service project.

The project will introduce new technology, processes, roles and ways of working across multiple business areas. You will help impacted teams understand the changes, prepare for transition and confidently adopt the new service.

Working closely with the Product Owner, Project Manager, business representatives and technical teams, you will deliver practical change, communication and learning activities throughout implementation.

Your responsibilities will include:

• Conducting detailed change impact assessments across business areas, roles, processes, systems and ways of working.
• Identifying change risks, dependencies and mitigation actions to support planning and implementation decisions.
• Developing and maintaining change and adoption plans, stakeholder engagement plans, communications schedules, readiness checklists and adoption measures.
• Supporting business readiness assessments, checkpoints and go-live criteria.
• Facilitating workshops, briefings, interviews and consultation activities with stakeholders and end users.
• Developing targeted communications across channels such as SharePoint Online, intranet pages, presentations and electronic communications.
• Supporting learning needs analysis and developing practical materials, including quick reference guides, job aids and walkthroughs.
• Contributing to cutover, go-live, hypercare and post-rollout support, including coaching, feedback collection and adoption monitoring.
• Reporting on change progress, readiness, risks and issues, and recommending practical actions.

About you You will bring:

• A minimum of five years’ experience in organisational change, communications, business readiness or a similar role within a project or program environment.
• Demonstrated experience supporting complex change involving digital, ICT or enterprise systems.
• Practical experience conducting change impact assessments and supporting business readiness, transition and adoption.
• Strong stakeholder engagement skills, including working with end users, management, subject matter experts, technical teams and delivery partners.
• Experience facilitating workshops and translating stakeholder feedback into practical change actions.
• Strong written communication, presentation and organisational skills, with the ability to manage competing priorities.
• Experience working in government or a large, complex organisation.
• Strong Microsoft Office skills, particularly PowerPoint, Word and Excel.

Highly regarded

• PROSCI or APMG Change Management certification, or relevant tertiary qualifications.
• Experience with CRM, case management, Microsoft Dynamics 365, Power Platform or comparable enterprise platforms.
• Familiarity with Agile, incremental and waterfall delivery approaches.
• Experience with learning management systems, e-learning authoring tools and communication or collaboration platforms such as SharePoint Online, Viva Engage and Microsoft Forms.

Contract and working arrangements
Contract: 4 January 2027 to 1 October 2027
Hours: 40 hours per week, Monday to Friday, eight hours per day
Location: Carseldine or Brisbane CBD
Hybrid arrangement: 50% WFH and 50% office
Flexibility to work from either office location is preferred. Optional extensions may be available at the client’s discretion.

Applications close 9 am 4 November 2026.