" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eBusiness Analyst - Customer Case Management\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"14174\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"17826\"\u003e Business Analyst \u003c/li\u003e \u003cli data-id=\"14175\"\u003e Contract or Temp \u003c/li\u003e \u003cli data-id=\"14176\"\u003e Brisbane \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 20/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003eStarts ASAP - Ends 30/06/2027\u003c/li\u003e \u003cli\u003e$900-$1,000 inc of super\u003c/li\u003e \u003cli\u003eBrisbane CBD, hybrid, 3 days a week onsite\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e \u003cbr\u003eContract Salesforce BA driving enterprise discovery \u0026amp; Tranche 1 case management for a regulated public sector agency in Brisbane.\u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cbr\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eStarts ASAP - Ends 30/06/2027\u003c/li\u003e \u003cli\u003e$900-$1,000 inc of super\u003c/li\u003e \u003cli\u003eBrisbane CBD, hybrid, 3 days a week onsite\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003eWe are seeking an experienced \u003cstrong\u003eBusiness Analyst\u003c/strong\u003e to drive the enterprise discovery phase and foundational delivery of a major, multi-domain Case Management transformation.\u003cbr\u003e\u003cbr\u003e In this role, you will help shape an enterprise-wide approach to customer case management, consolidating multiple distinct initiatives into a coordinated, scalable delivery model. \u003cbr\u003e\u003cbr\u003eUtilising \u003cstrong\u003eSalesforce\u003c/strong\u003e as the core platform, you will work collaboratively across diverse business units to map future-state processes, capture requirements, and define shared organisational standards before scaled delivery begins.\u003cbr\u003e \u003cbr\u003e\u003cbr\u003e\u003cstrong\u003eKey Responsibilities\u003c/strong\u003e As a vital bridge between business stakeholders and technical delivery teams, your day-to-day will involve:\u003cbr\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eEnterprise Discovery \u0026amp; Standardisation:\u003c/strong\u003e Support a time-boxed enterprise discovery phase to capture case management requirements across various business areas, identifying opportunities for standardisation across complaints, disputes, and workflows.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eRequirements \u0026amp; Agile Delivery:\u003c/strong\u003e Elicit, analyse, and document high-level and detailed requirements. Translate complex business needs into clear user stories and acceptance criteria aligned to Salesforce delivery.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eProcess \u0026amp; Framework Design:\u003c/strong\u003e Map future-state case management processes including intake, triage, routing, resolution, and closure while documenting business rules and workflow triggers.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eData \u0026amp; Integration Alignment:\u003c/strong\u003e Capture requirements for data flows, reporting, and integrations between Salesforce and broader enterprise systems.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eStakeholder Engagement:\u003c/strong\u003e Facilitate collaborative workshops with subject matter experts (SMEs) and technical delivery teams to build consensus and drive enterprise-wide adoption.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eTesting \u0026amp; Validation:\u003c/strong\u003e Develop test scenarios and support SIT/UAT to validate solution delivery against agreed standards.\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003e\u003cbr\u003eRequired Experience \u0026amp; Capabilities\u003c/strong\u003e \u003cbr\u003e\u003cbr\u003eTo be successful in this role, you will have:\u003cbr\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eProven Salesforce Experience:\u003c/strong\u003e Solid background acting as a Business Analyst within Salesforce environments.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eEnterprise-Scale Capability:\u003c/strong\u003e Demonstrated experience working across multi-domain, complex organisational initiatives or contributing to enterprise discovery phases.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eStrong Process Modeling:\u003c/strong\u003e Advanced workflow design and process mapping capabilities.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eAgile Expertise:\u003c/strong\u003e Extensive experience working within Agile delivery methodologies, maintaining backlogs, and ensuring traceability.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eTop-tier Communication:\u003c/strong\u003e Exceptional stakeholder management and facilitation skills, with the ability to navigate diverse business domains.\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eDesirable Criteria\u003c/strong\u003e \u003cul\u003e \u003cli\u003eExperience with \u003cstrong\u003eSalesforce Service Cloud\u003c/strong\u003e or \u003cstrong\u003eExperience Cloud\u003c/strong\u003e implementations.\u003c/li\u003e \u003cli\u003ePrevious experience within \u003cstrong\u003egovernment, public sector, or highly regulated environments\u003c/strong\u003e.\u003c/li\u003e \u003cli\u003eBackground working specifically with complaints, disputes, or regulatory case management workflows\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e\u003cstrong\u003eAPPLY NOW!\u003cbr\u003e\u003c/strong\u003e\u003cem\u003eRedwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture,\u0026nbsp;\u003c/em\u003e\u003cem\u003eand race. If you are a person with a disability and require modifications to the recruitment process,\u0026nbsp;\u003c/em\u003e\u003cem\u003eplease contact the Recruitment Consultan\u003c/em\u003e\u003cem\u003et\u003cbr\u003e\u003cbr\u003e\u003cbr\u003eRedwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact your Redwolf + Rosch Recruitment Consultant\u003cbr\u003e\u0026nbsp;\u0026nbsp;\u003cbr\u003eredwolfrosch.com.au\u003cbr\u003e\u003c/em\u003e \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"4480013\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "