Business Analyst - CRM

We are currently working with a Queensland Government agency who are undertaking a whole-of-organisation Customer Relationship Management (CRM) transformation and is seeking an experienced Senior Business Analyst to lead the end-to-end definition of detailed stakeholder and solution requirements.

The role sits at the centre of a significant procurement activity (ITO/RFQ), and you will be responsible for producing the high-quality requirements baseline used to request and evaluate supplier responses for the CRM solution.

About the role
Working closely with business stakeholders, SMEs, internal technical resources and the project manager, you will own the requirements workstream from current state through to an approved, traceable baseline. Key responsibilities include:

• Documenting current state and defining future state business processes
• Capturing detailed functional and non-functional requirements
• Defining transition requirements, including data cleansing and migration
• Gathering reporting, dashboard and analytics requirements
• Defining integration requirements across connected systems
• Developing CRUD matrices and role/access models
• Facilitating workshops and driving outcomes across multiple streams
• Producing clear, structured, traceable documentation and supporting stakeholder sign-off

About you
You are a senior BA with strong process and requirements capability, able to work independently and drive outcomes through ambiguity. You will bring:

• Demonstrated end-to-end business analysis on transformation initiatives
• Hands-on CRM systems implementation experience
• Strong current state / future state process mapping
• A track record producing requirements artefacts that support significant procurement and supplier evaluation
• Confident workshop facilitation and senior stakeholder engagement
• The ability to challenge gaps and unclear business needs constructively

Experience across transformation programs, enterprise process redesign and government environments will be highly regarded.

For further information or for a confidential chat, reach out to Matthew Cameron at any stage on matthew.cameron@empiregroup.com.au or on 0450 207 555.