Business Analyst

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.

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.