Business Systems Analyst

Job description

**Be Part of Our Next Chapter** For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – *Creating Connections. Empowering Partnerships. Always Evolving*. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences. The Business Systems Analyst (BSA) converts ambiguous business problems into structured, execution-ready technical requirements, driving alignment between business strategy and Application Delivery. Operating across CRM (Salesforce), ERP, and core operational platforms, this role champions application delivery maturity by standardizing intake discipline, optimizing process mapping, and ensuring solution quality through rigorous functional testing within fast-paced sprint cycles. ### Key responsibilities for the role - Lead discovery and clarification efforts across ambiguous or evolving initiatives, ensuring requirements are validated, documented, and aligned to agreed delivery readiness standards. - Map current-state and future-state business and system processes to identify functional gaps, dependencies, handoffs, and downstream impacts prior to development. - Promote and educate on the use of standardized intake frameworks, ensuring every initiative enters the engineering pipeline with a clearly defined scope, explicit acceptance criteria, and established business priorities. - Support the design of scalable, process-driven solutions across CRM, ERP, Customer Experience Portals, Lead-to-Cash, Field Service, and Revenue Management processes that improve operational efficiency, data consistency, and customer experience. - Partner with developers, architects, and business stakeholders to evaluate solution options, clarify trade-offs, and ensure solutions are practical, scalable, and aligned to business needs. - Support end-to-end solution quality by validating requirements, acceptance criteria, and delivered functionality through stakeholder review, sprint QA testing, and UAT activities. - Proactively surface risks, inefficiencies, unclear ownership, and cross-functional dependencies early in the lifecycle to strengthen execution planning and reduce downstream delivery issues. - Provide continuity of support across the deployment lifecycle, assisting stakeholders through User Acceptance Testing (UAT) and post-go-live hypercare. - Establish and promote consistent intake, requirements, and documentation standards that improve delivery predictability and reduce rework. - Identify opportunities to improve processes, documentation standards, operational efficiency, and delivery scalability. ### Qualifications and experience - Bachelor’s degree in Computer Science, Business Management, Information Management Systems, or a related field. - 3+ years of experience in Business Systems Analysis, Product Owner, or hybrid BA/QA/Delivery roles within software delivery environments. - Experience supporting CRM, ERP, or enterprise system implementations, with Salesforce experience highly desirable. - Experience working closely with software development teams on system design, integrations, workflows, and dependencies - Advanced proficiency in Lucidchart, Visio, or similar visual mapping platforms for complex data and workflow visualization. - Practical experience using JIRA and Confluence for story management, backlog organization, and documentation - Certifications & Development (Advantageous) - Product Owner or product-oriented delivery experience strongly preferred. - Agile/Scrum exposure or certification (CSM, Scrum Foundations) - Interest in process improvement (Lean, Six Sigma, etc.)