Business Analyst

Role Summary

We are looking for a SmartCOMMs Business Analyst to play a key role in bridging business requirements and technical implementation within enterprise customer communications programs. This role will focus on optimising and delivering communication solutions through the Smart Communications SmartCOMM platform, ensuring consistency, compliance, and efficiency across customer engagement channels.

Contract SummaryRate: Based on experienceDuration: 6 monthsWork model: mostly remoteLocation: Sydney, Brisbane, Melbourne, South AustraliaKey Responsibilities

• Engage with business stakeholders to elicit, document, and validate requirements for customer communication solutions leveraging the SmartCOMM platform.
• Analyse existing customer communication processes, templates, and data integrations to identify optimisation and automation opportunities.
• Collaborate with solution architects, developers, and designers to translate business needs into SmartCOMM configuration specifications and functional designs.
• Develop and maintain business and technical documentation, including user stories, process flows, data mapping, and integration requirements.
• Support the configuration, testing, and deployment of SmartCOMM solutions in collaboration with development teams.
• Perform gap analysis between current and target state customer communication architectures.
• Ensure compliance with enterprise standards, legal, and regulatory requirements for customer communications (e.g., privacy, accessibility, branding).
• Work closely with downstream and upstream systems (such as CRM, ERP, or billing systems) to define integration and data flow requirements.
• Lead user acceptance testing (UAT) cycles, defect triage, and sign-off processes.
• Provide post-implementation support, including training and documentation for business users.

Skills and Experience

• 5+ years of experience as a Business Analyst, preferably within large enterprise environments.
• Proven experience working with the SmartCOMM platform (Smart Communications) for managing customer communications, templates, and correspondence.
• Strong understanding of document generation, template management, and omnichannel communication workflows.
• Familiarity with SmartCOMM Designer, Smart Editor, and SmartCORR modules.
• Experience integrating SmartCOMM with enterprise systems.
• Solid understanding of API-based integrations, data mapping, XML/JSON structures, and document composition processes.
• Excellent analytical and problem-solving skills with the ability to translate business needs into clear technical specifications.
• Strong stakeholder engagement and communication skills with both business and IT teams.
• Experience in Agile or hybrid project delivery environments.
• Exposure to regulated industries (e.g., finance, insurance, utilities, government) is highly regarded.