• Employment Type: Full Time Permanent  

• Remuneration: $132K - $149K + 17% super (Level 8) 

• Location:  Kensington Campus (hybrid) 

About the role 

The Senior Business Analyst (D365 CRM), internally called Senior Business CX Analyst, is a technically focused business analyst role, acting as the product owner to work as the conduit between the business stakeholders and our technical delivery team to ensure that processes and systems meet business requirements.  

The role is accountable for analysing and defining requirements and functionality for the CRM system, providing system user configuration and administration. This includes implementation/product ownership, data and business analysis, supporting project and change leadership for professional and academic teams, process improvement, and knowledge management. This position will also be responsible for overseeing/advising on the integration with core UNSW systems.  

The role reports to the Manager, Student Systems (Core Connections) and has 1 direct report. 

Key accountabilities 

• Define, document and verify functional and non-functional business requirements, including gap analysis, to support effective CRM solutions 

• Undertake systems and data modelling to support process change and improvement initiatives 

• Build an understanding of cross-Faculty, Division and sector contexts to gather requirements and design solutions that meet client needs 

• Develop, coordinate and support user acceptance testing for CRM changes and enhancements 

• Complete project deliverables, including process and system requirements, testing materials and implementation documentation 

• Support project and program management activities across the Insight CRM program and related project streams. 

• Provide change management support, subject matter expertise, training and assistance to help end users adopt new or modified systems 

• Compile and present reports on data and metrics to inform operational efficiency and strategic planning 

About You   

We are looking for someone who is aligned with UNSW’s vision and values and who brings: 

• Demonstrated experience as a CRM/IT/technical/business analyst , both for operational and IT oriented processes, ideally in an education environment 

• High level analytical skills with the ability to collect, interpret and evaluate both quantitative and qualitative data to successfully interpret business requirements and design complete and effective solutions 

• Experience using Microsoft Dynamics 365 (D365) CRM an advantage 

• High level interpersonal, leadership and negotiation skills including the ability to interact effectively with a wide client base and communicate and negotiate with external clients  

• Proven ability to develop comprehensive, concise reports and briefings to stakeholders in a timely manner 

• Outstanding planning and project co-ordination skills with previous experience working in an agile environment to deliver projects.  

• Strong MS Office skills, particularly Excel, PowerPoint, Visio and Jira.  

• Proven ability to provide effective customer service with demonstrated capacity to communicate clearly and confidently with business end-users and functional and technical staff  

Candidates will need to have ongoing working rights – this role is not available for sponsorship.   

Recruitment process: Please submit your resume as well as cover letter that addresses your motivation and the experience you bring to the role. You’ll also be asked a couple of application questions (you can save and come back to your answers later). 

Applications close:  28 September 11.55PM  . Shortlisting will commence after applications close. 

Get in touch for any question or support: Anne de Voronine, Talent Acquisition Associate, a.de_voronine@unsw.edu.au   

Applications cannot be accepted if sent directly to the contact listed  

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Pre-Employment Checks  
As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.