Business Analyst

20 hours ago

City of Melbourne, Australia FinXL Full time

Overview

FinXL Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise sectors. FinXL is seeking a Business Analyst to join our consulting team and be deployed with a leading Telco client on a key transformation engagement. Candidates must be Australian citizens or hold an active baseline or NV1 clearance.

Responsibilities

- Map and re-engineer current state contact centre processes.
- Work closely with development and testing teams to ensure solutions meet business needs.
- Facilitate workshops and manage stakeholders across business and technology domains.
- Create clear documentation, including BRDs, FSDs, and user stories.
- Support User Acceptance Testing (UAT) and defect resolution for new IVR features.
- Analyse and design end-to-end IVR call flows to optimise customer experience.
- Elicit, document, and manage technical and functional requirements for contact centre projects.

Key Skills & Experience

- Proven experience as a Technical Business Analyst or Business Analyst in a contact centre environment.
- Strong practical knowledge of IVR (Interactive Voice Response) systems and call flow design preferred.
- Excellent requirements gathering, analysis, and documentation skills.
- Experience operating within an Agile or hybrid delivery framework.
- Must hold or be eligible to obtain an Australian Government Security Clearance (NV1).

Next Steps

- Apply now and address your application to Julia Leung. Please note that due to the volume of responses, only shortlisted consultants will be contacted.

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