Senior Customer Solutions Analyst

Redmap Pty Ltd; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Redmap Pty Ltd in Sydney seeks a Business Solutions Analyst to untangle customer problems by examining processes and systems, documenting clear requirements, and delivering practical solutions for delivery teams or Product.

You will collaborate with Support, Professional Services, Product and Engineering to uncover root causes, map data flows, and translate findings into actionable changes across workflows and systems.

Qualifications

• 3-5+ years in a business analysis, implementation, solutions or technical support role within SaaS or software.
• Experience switching context between workflows and data-mapping problems.
• Proven ability to identify root causes and influence product priorities.
• Experience turning support or operations data into clear reporting and recommendations.
• Experience leading requirements-gathering workshops and using BA methodologies.
• Strong understanding of customer support workflows, software implementation lifecycle, onboarding and UAT.
• Comfort discussing APIs, data integrations, authentication and system architecture with IT teams.
• Excellent written and verbal communication; able to explain complex requirements to technical and non-technical stakeholders.
• Strong customer-facing skills and escalation handling.
• A collaborative, customer-first mindset; experience with AlayaCare is a plus.

Responsibilities

• Act as primary escalation point for diagnosing and resolving complex customer issues, collaborating with Support.
• Assess customer environments and validate integration requirements across platforms (ERP, AP automation, document management).
• Map and troubleshoot data flows and transaction lines for customers on platforms like AlayaCare.
• Analyse tickets and feedback to identify recurring themes and root causes; propose fixes that address multiple customers.
• Prioritise work by impact, frequency and effort; provide recommendations to tackle first.
• Regularly report on issue trends and impact of changes to CS leadership, Support and Product.
• Collaborate with stakeholders to identify business needs and document clear requirements.
• Translate requirements into specifications for technical and delivery teams; keep docs current.
• Support API, data flow, authentication and file transfer discussions with customer IT teams.
• Help develop test plans and validate delivered solutions meet requirements.
• Facilitate communication across customers, teams and stakeholders; represent the voice of the customer.
• Participate in project and account meetings with updates on requirements and progress.
• Support CS planning and execution; monitor progress and resolve risks.

Skills

Root cause analysis

Stakeholder management

Business analysis

Requirements gathering

Communication

Problem solving

Customer-facing

Tools

JIRA

Confluence

MS Office

APIs

Data mapping

Job description

Redmap Pty Ltd in Sydney seeks a Business Solutions Analyst to untangle customer problems by examining processes and systems, documenting clear requirements, and delivering practical solutions for delivery teams or Product.

You will collaborate with Support, Professional Services, Product and Engineering to uncover root causes, map data flows, and translate findings into actionable changes across workflows and systems.