Business Analyst - Managed Service Provider

About the role

A Sydney-based managed service provider is looking for an experienced Business Analyst to take ownership of its workflows, systems and processes and make them work more efficiently. The role suits a self-starter comfortable talking process and solutions with stakeholders at every level, offering the autonomy to make a visible difference. It is a permanent position based in the Sydney CBD.

Key responsibilities

• Review workflows, processes, compliance and SLAs, then recommend how systems can better support the business
• Take ownership of the SharePoint environment, including redesign, structure, maintenance and ongoing improvements
• Support the sales-related aspects of the ERP platform
• Engage stakeholders to understand current processes and challenges, then gather, analyse and document business and functional requirements
• Map and optimise processes across IT systems, finance operations and insurance requirements
• Analyse operational, service, financial and customer data to identify trends, run root cause analysis and recommend practical solutions
• Drive testing and implementation, and support business cases, cost-benefit analysis and impact assessments
• Help modernise customer-facing platforms and work with vendors and technology partners through delivery

Required profile

• 5+ years in a Business Analyst, Process Analyst, Service Analyst or similar role
• Delivery experience on technology transformation programs, ideally with exposure to ERP and/or CRM platforms
• Proven ability to gather, document and validate business requirements
• Experience analysing and improving business processes and workflows
• Confident facilitating workshops, meetings and stakeholder discussions
• Managed services, IT services or service delivery experience is highly regarded but not essential

Required skills

• Strong analytical and problem-solving skills, with the ability to interpret data and make clear recommendations
• Understanding of ITIL and project delivery frameworks
• Strong report, presentation and business documentation skills