Job Description – Business Analyst

Role overview

We are hiring a Business Analyst to own how our systems, data and processes work together — from gathering requirements to building, automating, reporting and training, with AI used as a core part of how the work gets done.

On any given day you may map a process, write a spec, build an automation, fix a CRM layout, produce a dashboard, run a project stand-up or train a team. You will act as the bridge between the business and the tech stack, and turn messy problems into clear, working solutions.

Key responsibilities

AI-led delivery (day to day)

• Use AI tools (e.g. Claude, ChatGPT, Copilot, Zia) daily to speed up requirements, documentation, analysis, testing and build work.
  

• Design and deploy AI-powered workflows: agents, assistants, classification, summarisation, data enrichment and AI-generated content inside business systems.
  

• Write, test and maintain prompts and prompt templates; evaluate AI output for accuracy, tone and risk before it reaches staff or customers.
  

• Connect AI models to business systems through APIs, MCP servers and automation platforms.
  

• Proactively identify where AI can replace manual tasks, and measure time saved.
  

• Keep up with new AI tools and features, run quick pilots and recommend what to adopt.
  

• Apply responsible AI practice: data privacy, access control, human review and clear usage guidelines.
  

Business analysis (functional and technical)

• Run stakeholder workshops and interviews to capture requirements, pain points and success criteria.
  

• Map current-state and future-state processes; identify gaps, waste, automation and AI opportunities.
  

• Write clear BRDs, functional specs, user stories, acceptance criteria and technical specs (data models, field mappings, API and integration logic).
  

• Translate business needs into system configuration and build-ready designs, and validate delivered work against requirements.
  

Data analysis and business intelligence

• Clean, audit and maintain data quality across CRM and operational systems (duplicates, picklists, field hygiene, ownership).
  

• Build and maintain dashboards, KPIs and recurring reports for leadership and operational teams.
  

• Use AI-assisted analysis to surface trends, insights and recommended actions.
  

• Write queries and data transformations to support reporting and decision-making.
  

Project management

• Plan and deliver system and process projects end to end: scope, timeline, risks, dependencies and sign-off.
  

• Run sprints, stand-ups and status updates; keep tasks, priorities and blockers visible.
  

• Manage multiple concurrent workstreams and re-prioritise quickly as business needs change.
  

Automation and integration

• Design and build workflow automations, blueprints and custom functions (e.g. Zoho Deluge, Make.com scenarios, GoHighLevel workflows).
  

• Build and maintain integrations between platforms using APIs, webhooks and connectors.
  

• Identify and implement AI and automation opportunities that remove manual work.
  

• Monitor automations for failures and fix them quickly.
  

Tech stack management and system administration

• Administer core platforms: users, roles, profiles, permissions, modules, layouts, fields and templates.
  

• Maintain the tech stack inventory, licences, access and vendor relationships; recommend tools to add, consolidate or retire.
  

• Own change management: test in sandbox, document changes and release safely.
  

• Handle tier-2 system support and troubleshooting for internal users.
  

Training, documentation and best practice

• Create SOPs, user guides, process maps and training materials for every system or process change, using AI to produce and maintain them faster.
  

• Deliver onboarding and refresher training to staff, live and recorded.
  

• Define and enforce system, data and AI standards, naming conventions and governance; train staff to use AI tools effectively and safely.
  

Team management

• Lead, guide and review the work of junior analysts, admins or offshore support staff.
  

• Allocate tasks, set priorities and quality-check output.
  

• Coach team members and contribute to hiring and onboarding new team members.
  

Requirements

Must have

• 3–5 years in a business analyst, systems analyst or business systems role, covering both functional and technical BA work.
  

• Demonstrated daily use of AI tools (Claude, ChatGPT, Copilot or similar) to accelerate analysis, documentation and build work, with examples to show.
  

• Hands-on experience building AI-powered automations: calling LLM APIs, prompt engineering, and embedding AI steps into workflows (e.g. via Make.com, Zoho Flow or n8n).
  

• Sound judgement on AI output quality, data privacy and when human review is needed.
  

• Hands-on administration of at least one major CRM (Zoho CRM strongly preferred; Salesforce or HubSpot considered).
  

• Proven experience building workflow automations and integrations (APIs, webhooks, JSON, low-code tools such as Make.com, Zapier or Zoho Flow).
  

• Strong data skills: Excel / Google Sheets (advanced), SQL or similar query language, and a BI tool (Zoho Analytics, Power BI, Looker Studio or Tableau).
  

• Experience managing projects with defined scope, timelines and stakeholders, using tools such as Zoho Projects, Jira or Asana.
  

• Experience writing requirements, user stories, process maps (BPMN or swimlane) and SOPs.
  

• Experience delivering user training and supporting adoption of new systems.
  

• Excellent written and spoken English.
  

Nice to have

• Scripting experience (Zoho Deluge, JavaScript or Python).
  

• Advanced AI experience: building AI agents, MCP servers, RAG / knowledge-base assistants or multi-step AI workflows.
  

• Experience across the wider Zoho One suite (Desk, Recruit, Creator, Sprints, Learn, Cliq).
  

• Google Workspace and Microsoft 365 administration.
  

• Prior experience leading or mentoring a small team.
  

• Experience supporting Australian businesses or working with remote teams across time zones.
  

• Relevant certification (e.g. Zoho CRM Certified Administrator, IIBA ECBA/CCBA, PMP/CAPM, Agile/Scrum, or an AI/LLM course).
  

What we're looking for

• AI-first mindset. Your default question is "how can AI make this faster or better?", and you back it with working solutions.
  

• Strong communicator. You explain technical ideas in plain language, write clearly, ask the right questions and keep stakeholders informed without being chased.
  

• Highly organised. You juggle many requests, prioritise by impact and urgency, and keep your work documented and traceable.
  

• Fast turnaround. You move quickly, deliver in iterations and don't let small tasks sit.
  

• Multi-dimensional problem solver. You consider the process, the people, the data and the system together, not just the immediate symptom.
  

• Solution- and process-driven. You bring a recommended fix, not just a problem, and you design repeatable processes rather than one-off workarounds.
  

• Ownership mindset. You take responsibility end to end, from requirement to adoption, and work well with limited supervision.