Business Analyst

8 hours ago

Macquarie Park New South Wales, Australia 0dc20d16-3994-4b20-9a27-712f371ea4d6 Full time $80,000 - $120,000 per year

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 contact centre transformation engagement. Candidates must be Australian citizens or hold an active security 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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