Full job description

ICT Business Analyst – CRM, Dealer Network & Supplier Coordination

Location: Laverton, Melbourne VIC

Employment Type: Full-time

Salary: AUD $80,000 – $90,000 plus superannuation

About Us

We are a growing Australian business based in Laverton, Victoria, specialising in the import, distribution and technical support of specialised instruments, equipment and spare parts.

We work with manufacturers and suppliers in China, as well as dealers and business customers across Australia. As our product range, stock volume, online sales channels and national dealer network continue to expand, we are seeking a full-time ICT Business Analyst to improve our CRM, e-commerce, stock coordination, dealer management, reporting and internal business systems.

About the Role

The ICT Business Analyst will work closely with management, internal staff, overseas manufacturers, suppliers, Australian dealers and end users to analyse business requirements, improve existing ICT systems, and support the development of scalable digital processes for stock management, supplier coordination, dealer support and customer service.

The main focus of this role is business system analysis, CRM improvement, dealer workflow design, e-commerce process improvement, stock coordination processes, reporting, documentation, user requirements and system optimisation.

Key Duties and Responsibilities

The successful applicant will be responsible for:

• Gathering and documenting business and system requirements from management, internal staff, suppliers, dealers and end users.
• Reviewing and improving the company’s CRM, e-commerce platform, website, dealer management processes, stock coordination system and internal workflows.
• Mapping current business processes and identifying system gaps, inefficiencies and opportunities for improvement.
• Developing and improving digital workflows for dealer onboarding, product enquiries, stock updates, order tracking, customer service and after-sales support.
• Coordinating with overseas manufacturers and suppliers regarding product information, stock availability, order status, technical updates and system-related communication.
• Supporting the establishment of an effective coordination network between China-based suppliers, the Laverton office, Australian dealers and end users.
• Preparing business requirement documents, workflow charts, user guides, system process notes and implementation records.
• Working with internal users and external service providers to improve system functions, data accuracy, reporting and user experience.
• Assisting with UAT, system testing, issue reporting and user feedback collection before and after system changes.
• Analysing sales, dealer, product, stock and customer data to support management decisions and business planning.
• Communicating Australian dealer and customer feedback to suppliers and assisting with system or process improvements to better support the Australian market.
• Ensuring system changes support the company’s operational needs, supplier coordination, dealer expansion and long-term business growth.

Skills and Experience Required

The successful applicant should have:

• A bachelor’s degree or higher qualification in Information Systems, Business Information Systems, ICT, Business Analytics, Data Analytics, E-commerce, or a closely related field.
• Strong understanding of CRM systems, e-commerce platforms, business process improvement, stock coordination and digital workflow management.
• Ability to gather user requirements and translate them into clear business and system documentation.
• Good analytical, problem-solving and communication skills.
• Ability to work with management, dealers, suppliers, technical service providers and overseas manufacturers.
• Experience with business reporting tools, dashboards, Excel, Power BI, CRM platforms or similar systems will be highly regarded.
• Experience in product distribution, dealer network management, technical products, import/export, stock coordination or e-commerce operations will be an advantage.
• Mandarin communication skills will be highly regarded, as the role involves regular coordination with manufacturers and suppliers in China regarding stock management, product information, system requirements and dealer support processes.

Why Join Us?

This is an opportunity to join a growing Australian business at an important stage of expansion. You will play a key role in improving the company’s ICT systems, supplier coordination, dealer network processes, e-commerce operations, stock management workflows and business reporting structure.

The position offers practical involvement in real business system improvement, cross-functional communication and long-term business development.

How to Apply

Please submit your resume and a brief cover letter outlining your relevant experience in business analysis, CRM, e-commerce systems, workflow improvement, stock coordination, dealer support and ICT system improvement.

Pay: $80,000.00 – $90,000.00 per year

Work Location: In person