SYNOPSIS:

The City of Melville is embarking on an exciting Customer Experience Reimagined (CxR) Project, implementing a new enterprise CRM system that will transform how we connect with and support our community. To make this a success, we’re seeking a skilled Business Analyst to lead the discovery and documentation of requirements, processes and workflows that underpin the new system.
Location: City of Melville Civic Centre
Salary: $115,000 - $125,000 pro-rata p.a. + 12% Super
Employment Type: 18-Month Contract, Full Time

• Map and analyse over 300 existing service request types and workflows
• Partner with stakeholders to define and validate business and technical requirements
• Identify opportunities for process improvement, automation, and digitisation
• Facilitate workshops and discovery sessions to capture user needs and stories
• Collaborate with ICT, vendors, and project teams to ensure solutions meet organisational and community needs