Salesforce Platform Lead & Optimization Analyst

NSW Department of Primary Industries and Regional Development; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Job summary

NSW Department of Primary Industries and Regional Development seeks a Lead Business Systems Analyst to lead ongoing administration, governance and enhancement of Salesforce CRM and integrations. You will own the platform's lifecycle, coordinate releases, manage vendors and drive continuous improvement for better services and customer experiences.

The role sits in the Digital & Data Solutions team, offering a hybrid work arrangement across Sydney and regional NSW with travel as required.

Qualifications

• Experience administering and supporting enterprise business systems including Salesforce CRM.
• Experience administering and monitoring middleware or integration platforms.
• Proven experience leading application support, release management and continuous improvement.
• Strong stakeholder engagement and communication skills.
• Experience managing vendors and operational service delivery in a complex environment.
• Proactive, customer-focused approach with strong leadership.
• Relevant tertiary qualifications or equivalent professional experience.
• Current NSW driver's licence and willingness to travel.

Responsibilities

• Lead the operational management, governance and optimisation of the Salesforce CRM platform and integrations.
• Mentor Systems Analysts responsible for CRM support and improvements.
• Oversee platform releases, upgrades and enhancements for safe delivery.
• Liaise between business stakeholders, vendors and ICT to prioritise work and maximise value.
• Lead incident management, problem resolution and service improvement for CRM.
• Drive process automation and system optimisation across the organisation.
• Ensure data integrity, security, and platform governance standards.
• Develop and manage the CRM roadmap balancing priorities with improvements.

Skills

Salesforce CRM

Middleware integration

Stakeholder engagement

Release management

Vendor management

Leadership

Customer focus

Problem solving

Education

Tertiary qualification

Job description

NSW Department of Primary Industries and Regional Development seeks a Lead Business Systems Analyst to lead ongoing administration, governance and enhancement of Salesforce CRM and integrations. You will own the platform's lifecycle, coordinate releases, manage vendors and drive continuous improvement for better services and customer experiences.

The role sits in the Digital & Data Solutions team, offering a hybrid work arrangement across Sydney and regional NSW with travel as required.