Senior Business Analyst

• Experience or an interest in Contact Centres and customer technology (CRM)
• Multi locational role: Hawthorn East and Blackburn  
• Initial 12-month fixed term contract

We’re embarking on an exciting IT Transformation project, and are looking for a value and outcome driven Business Analyst to lead the discovery and service improvement design phase for our medium-sized Customer Centre.

The aim of the project is to enable the Customer Centre to deliver best practice customer experience, using technology to improve data integrity and effectiveness, deliver insights and deliver a single view of customer. The project will focus on re-designing call flows and undertaking a comprehensive review of operations and subsequent technology stack including the CRM platform, Service Desk tools and the need for a single view of customer.

To do this, you will immerse yourself in our business to analyse the current state, including identifying and documenting Customer centre agent and customer pain points, manual processes, and opportunities to automate delivery of information. The challenge will be in how you consult with and engage different stakeholders, while maintaining a focus on the overarching objectives of improving operational performance.

Some of the ways you’ll make a difference:

• Embed yourself in the Customer Centre to review operations and services
• Conduct detailed SWOT analysis to kick start transformational planning
• Run workshops, interviews and other engagement activities with a range of stakeholders
• Model “as is” business processes, perform gap analysis to identify improvement opportunities and define how enabling technology can maximise delivery outcomes
• Develop future state operating model options, maximizing the use and value of information automation and process rationalisation, re-engineering of business processes and systems to simplify human knowledge support and service administration
• Clearly communicate risks and benefits of the future state design
• Generate “cost-benefit” assessments for transformation options to guide project direction based on an evidence-based review
• Engage with stakeholders to agree on future state models
• Create relevant future state and transition models using appropriate techniques for sponsored solutions.

To help you achieve this, you will:

• Be experienced as a Senior Business Analyst, ideally in a Call Centre / Contact Centre /Customer Service environment
• Be a capable observer and listener to embed yourself in, and develop a deep understanding of the business, challenges and opportunities in this growing sector
• Be curious but also able to question “why” to determine evidence based solutions
• able to translate and quantify benefits (cost savings, activity automation, performance improvements)
• Have experience in business assessment, gap analysis, process engineering, reengineering, process and service overhauling
• Possess excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Be able to use a suite of tools to develop and document requirements and solutions design (process mapping, data modelling, data flow modelling, ER modelling)
• Be tertiary qualified in a related degree (Information Technology) and related certifications (i.e. PMBOK or equivalent business analysis domains, Six Sigma, Kaisan etc.)

Why work with us? 

• Work with a passionate, talented  IT team and business teams with an empathetic, supportive and collaborative culture
• Partner with our business stakeholders to really make a difference in how we operate
• Close to public transport with nearby parking options in Toorak Road, Hawthorn East
• Not-for-profit salary packaging up to $18,300 per year - offering you more take home pay with less tax!
• Work on highly diverse and exciting projects
• Proudly being part of a business that values Respect, Responsibility, Community, and Spirit

Interested in applying:

• We are proud to provide an inclusive workplace - with a diverse workforce that reflects the client base .We respect and value differences and encourage people of all ages backgrounds to apply.
• Please note we may consider applications on an ongoing basis and therefore encourage you to apply at your earliest opportunity.
• The successful candidate will need to undertake a police check and provide proof of immunisation for the current annual flu immunisation.

What do we do? We care – in a big way!

We make a difference - We have been caring for older Victorians for over 70 years, providing a safe and supportive services that cater for all such as residential aged care, retirement living, respite, primary care and in-home services – all across Victoria.

By working with our values in mind – Respect, Responsibility, Community, and Spirit, we are able to care for and celebrate every client and resident for being the incredible individual that they are. Not only do we celebrate our residents, but we celebrate each other.

Have a meaningful career with Benetas where the work that you do will really matter. Should you apply? It is a yes from us!