Senior Business Analyst

Are you ready to unlock your true potential?

Who are we? #Tranzformd

Tranzformd is a management consulting and program delivery company that leverages our extensive network of highly motivated, skilled and experienced professionals to deliver optimal results for enterprise business.

With our bespoke, human-centric engagement style, Tranzformd partner with ambitious organisations to achieve transformational goals.

We are passionate about transforming the consultants of today, into the consultants of the future. We empower our people to do their best work, providing exceptional training, development and mentoring programs and together, we produce world-class outputs.

As a consultancy, we work on diverse projects that offer continuous learning, dynamic client interaction, and the opportunity to impact businesses of all sizes and sectors.

We are seeking a
Senior Business Analyst (BA)
to lead and deliver a contact center and telephony upgrade programme for a client in the
construction and holiday parks sector
. This is a
hands-on role
requiring deep experience in
business analysis, contact center technology, and customer experience transformation for an initial FTC role
.

You will work closely with stakeholders across operations, IT, and customer service to define requirements, shape solutions, and ensure the new platform meets the business' evolving needs.

The opportunity #yourrole

By joining Tranzformd, you will be working with ASX listed companies on transformation strategies, initiatives and programs of work. This might include but is not limited to the following:

• Lead business analysis activities
  for the contact center/telephony upgrade project from discovery through to implementation.
• Engage with business and technical stakeholders
  to capture requirements, map processes, and identify gaps in the current environment.
• Document
  business, functional, and non-functional requirements
  to support solution design and vendor implementation.
• Assess existing telephony systems
  (IVR, ACD, call routing, reporting, integrations with CRM/ERP).
• Support vendor selection and
  evaluate potential solutions
  against business needs.
• Collaborate with project managers, architects, and delivery teams to ensure alignment between
  business goals and technical implementation
  .
• Conduct
  workshops, process mapping, and impact assessments
  to support change readiness.
• Act as a
  bridge between operations and technology
  , ensuring customer experience, scalability, and compliance are at the forefront of solution design.
• Hands-on testing, validation, and support
  during UAT and rollout.
• Provide
  ongoing analysis, reporting, and recommendations
  to optimise telephony and contact center performance post-implementation.

Required Qualifications:

• Proven track record as a
  Senior Business Analyst
  on
  contact center or telephony transformation projects
  (Avaya, Cisco, Mitel, Genesys, Five9, Amazon Connect, or similar platforms).
• Strong
  hands-on BA skills
  : requirements gathering, process mapping, gap analysis, functional documentation, and stakeholder management.
• Understanding of
  customer service operations
  , contact center KPIs, and telephony workflows.
• Experience working in or with the
  construction, property, or leisure/holiday park industries
  is highly desirable.
• Familiarity with
  CRM integrations
  (Salesforce, Dynamics, or sector-specific platforms).
• Strong
  communication, facilitation, and influencing skills
• comfortable engaging with senior stakeholders and end users.
• Analytical mindset with the ability to
  balance business priorities with technical constraints
  .
• Experience supporting
  UAT, training, and change management
  .

Who are you joining? The #Tranzformd community

#Tranzformdawards2024

1. 6th in the Deloitte Tech Fast 50
2. 28th in the
   The Australian Financial Review
   hashtag#AFR
   Top 100 Fast starters

Our vision:

To bring the best, most experienced talent on the market and pair it with a relentless commitment to excellence, quality, and risk management. The goal is to consistently achieve exceptional outcomes that exceed expectations.

• Varied and Impactful Projects:
  At #Tranzformd you'll have the opportunity to work on diverse, high-impact projects across multiple industries.
• Accelerated Professional Development:
  We're committed to helping you advance your career. You'll have access to ongoing training, mentorship from our team of experts and community.
• Collaborative & Supportive Environment:
  You'll be part of a team that values collaboration and knowledge-sharing. We believe in learning together, solving problems, and supporting each other to deliver the best results for our clients.
• Work-Life Balance & Flexibility:
  We understand the importance of work-life balance. With flexible work options, you can design a schedule that works for you while delivering top-tier results for our clients.
• Competitive Compensation & Benefits:
  Enjoy a competitive salary, comprehensive benefits, and a rewarding career path with opportunities for career advancement.

If you're ready to make a difference in the world transformation and work on exciting, diverse projects, join us at #Tranzformd, a consultancy that values innovation, growth, and teamwork.