Product Analyst - CRM

Careers at Council; Maitland; On-site; AUD 95,000 - 105,000; Full time

Benefits offered by this job

Flexible work arrangements

14 weeks paid parental leave

2 weeks' personal leave & 4 weeks of 1

My Leave

Long Service Leave

Training and development

Fitness Passport

Healthy Employee Program

Job summary

Maitland City Council is seeking a Product Analyst - CRM to enhance digital services and customer platforms for our community and employees.

You will work with the Product Owner - CRM to analyse business needs, document requirements, coordinate testing, support enhancements and drive continuous improvement across customer-facing and operational systems.

Qualifications

• Qualifications in Business, Information Systems, Customer Experience, Digital Services or related discipline, or demonstrated equivalent experience.
• Experience supporting CRM systems, digital services or enterprise platforms with a focus on customer outcomes.
• Strong business analysis skills including process mapping, requirements gathering and clear documentation.
• Experience supporting system testing, enhancements, implementations and continuous improvement activities.
• Strong communication, organisation and problem-solving skills with the ability to collaborate across teams.

Responsibilities

• Analyse business needs and document requirements.
• Coordinate testing activities and support system enhancements.
• Contribute to the continuous improvement of customer-facing and operational platforms.
• Collaborate with stakeholders across technical and non-technical teams.

Skills

Analytical thinking

Collaborative

Problem solving

Communication

Requirements gathering

Process mapping

Data analysis

Education

Business degree

Information Systems

Customer Experience/Digital Services

Tools

Salesforce

Microsoft 365

ManageEngine

TechOne

Figma

Job description

We're looking for a Product Analyst - CRM to help improve the digital services and customer platforms that support our community and employees.

Working closely with the Product Owner - CRM, you'll analyse business needs, document requirements, coordinate testing activities, support system enhancements, and contribute to the continuous improvement of Council's customer-facing and operational platforms.

This is a great opportunity for someone who enjoys solving problems, improving processes, and working with a broad range of stakeholders to deliver practical digital solutions that make a real impact.

The Opportunity:

We're looking for a Product Analyst - CRM to help improve the digital services and customer platforms that support our community and employees.

Working closely with the Product Owner - CRM, you'll analyse business needs, document requirements, coordinate testing activities, support system enhancements, and contribute to the continuous improvement of Council's customer-facing and operational platforms.

This is a great opportunity for someone who enjoys solving problems, improving processes, and working with a broad range of stakeholders to deliver practical digital solutions that make a real impact.

About you:

You're an analytical, and collaborative professional who enjoys solving problems, understanding customer needs and improving digital products.

Experience with using data, reporting or customer insights to evaluate digital product performance, measure adoption and identify improvement opportunities.

The ideal candidate will posses:

• Qualifications in Business, Information Systems, Customer Experience, Digital Services or a related discipline, or demonstrated equivalent experience.
• Experience supporting CRM systems, digital services or enterprise platforms, with a focus on improving customer and user outcomes.
• Strong business analysis skills, including process mapping, requirements gathering and clear documentation
• Experience supporting system testing, enhancements, implementations and continuous improvement activities
• Strong communication, organisational and problem-solving skills, with the ability to collaborate effectively across technical and non-technical teams

Experience with Salesforce, Microsoft 365, ManageEngine, TechOne, Figma or a similar enterprise platform will be highly regarded.

Benefits:

This is a full-time, permanent role working a 35-hour week, with a base salary range of $94,812 - $105,241 + 12% super.

Council also offers a range of other benefits for its employees, including:

• Flexible work arrangements
• 14 weeks paid parental leave
• 2 weeks' personal leave & 4 weeks of annual leave
• One extra week of \"My Leave\" a year (to use how you like!)
• Long Service Leave after five years
• Ongoing training and development
• Fitness Passport
• Healthy Employee Program

Applications close: Sunday 25th October 2025

Only candidates with current Australian work rights (Australian citizens, permanent residents, NZ citizens with a current passport, valid work visa) will be considered.

What happens next?

Once applications close, we will review all candidates' details against the role requirements and will be back in touch with you to advise the status of your application.

Please note, prior to an offer of employment being made, recommended candidates will be required to undertake a medical assessment (including drug and alcohol testing). Council also completes a range of other pre-employment checks which may include reference checks, psychometric testing or a criminal history check. For more information about the recruitment process, visit the \"Jobs at Council\" page on our website.

Diversity, Equity, and Inclusion

Maitland City Council is dedicated to providing a workplace that is inclusive and supportive and is reflective of the diverse community we serve. We support equal opportunities for all employees, and encourage applications from people from all cultures, nationalities, identities, and abilities. We believe all employees have the right to feel valued, respected and heard. If you have any special considerations or accessibility requirements, please let us know in the recruitment process how we are able to meet your needs.

If you require special assistance, or have any questions about the recruitment process please contact us for a confidential conversation (***********@maitland.nsw.gov.au)