Role: Senior Business Analyst - Ventia
Location: Victoria Cross, North Sydney
Hours: Normal business hours, Mon-Fri, Hybrid working available
Contract: 12 Month casual contract with chance of extension
Position Summary
This role will be key in designing, building and implementing, case management and service delivery processes using SAP Enterprise Service Management application. This role serves as the critical link translating business needs into technical solutions, ensuring seamless integration with contact centre platforms and other enterprise systems. The successful candidate will collaborate across all business units to align diverse requirements with system capabilities, driving efficiency and consistency in service delivery.
This role requires a highly capable professional with proven experience operating in complex, customer-centric environments. The successful candidate will work across business, project and third-party vendor teams to define and deliver the solution and ensure a smooth and value-driven implementation of case management capability for Ventia.
Essential Experience
- Proven experience as a Business Analyst in service delivery or case management projects.
- Hands-on experience with SAP Service Cloud, SAP ESM, or similar service management platforms.
- Strong understanding of service request lifecycle, SLAs, and escalation management.
- Experience in integration projects involving contact centre platforms and ERP.
- Excellent stakeholder engagement and communication skills.
Desirable
- Knowledge of SAP Integration Suite, CPI, or middleware tools.
- Familiarity with ITIL or service management frameworks.
- Experience using Signavio or similar BPM solutions
- Exposure to AI-driven service automation and omnichannel service strategies.
Full Australian Working Rights Needed