Business Analyst – CRM

Company Description

About SEEK

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities.  

We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.

Life at SEEK

At SEEK, innovation, creativity and passion drive us.  We challenge the status quo and retain the entrepreneurial spirit which drove our early success. 

This is what’s led us being named the AFR Boss Overall Winner for Best Place to Work in in Australasia, and the Best Place to Work – Technology.

SEEK strives to support the wellbeing of our employees so they can lead more fulfilling and productive lives. We do this by providing our people with a phenomenal experience at work.  We support many types of flexible working arrangements and provide additional leave days such as personal flexi days and volunteer leave.

Our state of the art offices in Cremorne provide an exceptional space to collaborate with colleagues with our speciality spaces designed for testing, observation and research.  Internal wintergardens, along with outdoor terraces and courtyards provide areas to catch up with colleagues.  The Hub and Level 6 Terrace provide sweeping views of the city, as well as a games area featuring a pool table, table tennis table, Xbox Series X and PlayStation.

The opportunities to collaborate and socialise with colleagues continue, with two hackathons a year and social events such as the SEEK Slam, SEEK Soccer, Footy and annual family carnival days.

SEEK is also a proud sponsor of the Midsumma Festival and participates in loads of wellbeing programs throughout the year such as RuOKDay, Wellbeing week and many more.

Job Description

The Role 

SEEK is undertaking a large scale enterprise wide Unification program to consolidate their technology platforms across its Asia Pacific business and standardising operating processes across Asia to support this. 

As part of this Unification program, the Asia CRM project objective is to replace SEEK Asia’s custom CRM systems with Salesforce, aligning to the existing implementation in Australia and New Zealand, supported by consolidated and aligned process and requirements across the different Asian countries. This will enable SEEK to have all client data integrated and available through one central platform, enabling our growth aspirations and increasing our competitiveness in all our Asian markets.
The Salesforce Business Analyst will work with the Asia business groups and SME’s (Subject Matter Experts) to deliver significant change across Sales, Service and Billing processes.  The business analyst will be involved in driving process and reporting alignment, business requirements for technical build as well as supporting other key project activities as required. 

Key Responsibilities

  • Work with business groups and SME’s to understand business strategies, context and existing technology platforms
  • Support the SME’s to manage stakeholder groups
  • Supporting change team in project roll out activities (where needed) and help to monitor, measure and collect feedback.
  • Identify and escalate risks and issues to the project leadership team

Process Analysis

  • Support the process team to understand the current business processes and support analysis and refinement in order to align the to-be processes
  • Support the process team to document current state, interim and to-be Sales, Service and Billing processes to inform solution design and drive business operations.
  • Identify opportunities to streamline and improve business process in order to gain efficiencies
  • Work with the  change team to understand the gaps between the current and future state processes.  

Reporting Analysis

  • Support the reporting team to understand the current reporting and support analysis and refinement in order to align the to-be reporting
  • Support the reporting team to document Sales, Service and Billing reporting requirements 

Requirements Analysis

  • Develop a requirements management framework with the systems implementation partner that can track user stories and requirements throughout the project lifecycle.
  • Work with business representatives and SME’s to understand business requirements and provide input into epics and user stories based on the agreed future state business processes..
  • Supporting the data migration team to define data migration requirements

Testing Support

  • Support the UAT (User acceptance testing) lead to define testing scenarios
  • Support engagement with business representatives to co-ordinate and run UAT
  • Assist with preparing training materials for UAT
     

Qualifications

  • Solid Business Analyst CRM experience across Sales and Service domains. Salesforce experience & certifications would be ideal but are not essential.
  • Proven experience in being able to understand CRM Service and Sales/Marketing pain points and ability to ‘put yourself in the users’ shoes’
  • Ability to manage optimisations and have experience developing business requirements, user stories and support the technical build process in a fast paced and deadline driven environment
  • Experience across large scale business and technology programmes of work with multiple concurrent streams
  • Great analytical and documentation skills, commercial/business nous and ability to think widely whilst keeping the focus and perspective on core requirements
  • Strong interpersonal skills with an ability to work collaboratively and foster effective relationships with business representatives and project team members
  • Well-developed stakeholder management and expectation management skills
  • Experience with Agile methodology and some exposure to Waterfall is desirable
  • Ability to quickly breakdown problems and find innovative solutions and to challenge the status quo when required
  • Ability to deal with uncertainly and ambiguity well and be able to ‘run with it’ and adapt to new requirements

Additional Information

Perks and benefits

Fixed Term Perks
At SEEK we offer:

  • Support of flexible working
  • SEEKer Support, offering mental/physical wellbeing counselling
  • Year-round events, with something for everyone!
  • Regular brown bag sessions covering a variety of topics
  • Empower sessions with industry leading guest speakers

Here at SEEK we pride ourselves on harbouring a flexible and inclusive working environment. Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

For this role, only those candidates with the eligible right to work will be considered

At SEEK, the health and safety of our people is our highest priority. For this reason, SEEK has introduced a policy requiring all employees and visitors to be fully vaccinated for COVID-19 within our offices, unless a formal medical exemption applies. In addition, all employees attending in-person work related meetings or events outside the office will also need to be fully vaccinated.  We have chosen to share this information early in our hiring process, so that candidates can make an informed choice. On this basis, as part of the application process you will be asked to confirm that you have read and understood this policy, and would like to continue with the hiring process.  Further details about this policy will be shared during the hiring process, as required.  

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