At a Glance
- Tasks: Drive enterprise discovery and case management transformation using Salesforce.
- Company: Leading public sector agency in Brisbane with a focus on innovation.
- Benefits: Competitive pay, hybrid work model, and long-term contract until 2027.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Shape the future of customer case management and make a real impact.
- Qualifications: Proven Salesforce experience and strong process modelling skills required.
The predicted salary is between 900 - 1000 $ per month.
Contract Salesforce BA driving enterprise discovery & Tranche 1 case management for a regulated public sector agency in Brisbane.
- Starts ASAP - Ends 30/06/2027
- Brisbane CBD, hybrid, 3 days a week onsite
We are seeking an experienced Business Analyst to drive the enterprise discovery phase and foundational delivery of a major, multi-domain Case Management transformation.
In this role, you will help shape an enterprise-wide approach to customer case management, consolidating multiple distinct initiatives into a coordinated, scalable delivery model.
Utilising Salesforce as the core platform, you will work collaboratively across diverse business units to map future-state processes, capture requirements, and define shared organisational standards before scaled delivery begins.
Key Responsibilities
- Enterprise Discovery & Standardisation: Support a time-boxed enterprise discovery phase to capture case management requirements across various business areas, identifying opportunities for standardisation across complaints, disputes, and workflows.
- Requirements & Agile
Delivery: Elicit, analyse, and document high-level and detailed requirements.
Translate complex business needs into clear user stories and acceptance criteria aligned to Salesforce delivery.
- Process & Framework
Design: Map future-state case management processes including intake, triage, routing, resolution, and closure while documenting business rules and workflow triggers.
- Data & Integration Alignment: Capture requirements for data flows, reporting, and integrations between Salesforce and broader enterprise systems.
- Stakeholder Engagement: Facilitate collaborative workshops with subject matter experts (SMEs) and technical delivery teams to build consensus and drive enterprise-wide adoption.
- Testing & Validation: Develop test scenarios and support SIT/UAT to validate solution delivery against agreed standards.
- Required Experience & Capabilities
- Proven Salesforce Experience: Solid background acting as a Business Analyst within Salesforce environments.
- Enterprise-Scale Capability: Demonstrated experience working across multi-domain, complex organisational initiatives or contributing to enterprise discovery phases.
- Strong Process Modeling: Advanced workflow design and process mapping capabilities.
- Agile Expertise: Extensive experience working within Agile delivery methodologies, maintaining backlogs, and ensuring traceability.
- Top-tier Communication: Exceptional stakeholder management and facilitation skills, with the ability to navigate diverse business domains.
Desirable Criteria
- Experience with Salesforce Service Cloud or Experience Cloud implementations.
- Previous experience within government, public sector, or highly regulated environments.
- Background working specifically with complaints, disputes, or regulatory case management workflows
Business Analyst - Customer Case Management in Melbourne employer: REDWOLF + ROSCH PTY LTD
Join a purpose-driven organisation in the heart of Melbourne CBD, where you will be part of a transformative initiative that enhances national product assessment services. With a hybrid work model, competitive remuneration, and a strong focus on employee growth, this role offers a collaborative culture that values diverse perspectives and fosters professional development. Experience the unique advantage of working within a highly regulated environment, contributing to meaningful change while enjoying the flexibility of both office and remote work.
