Business Analyst (IT Managed Services)

Job Description

Business Analyst (IT Managed Services / IT Service Management) Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team. We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us. ABOUT THE ROLE: The Business Analyst will work closely with stakeholders (both internal Tecala stakeholders and our client stakeholders), gathering requirements, mapping processes, and ensuring the successful delivery of IT solutions in a fast-paced IT managed services environment. There will also be elements of documentation analysis, and will be responsible for creating clear, concise, and accurate documentation for a range of our technical products, services and processes. This role requires a strong ability to translate technical concepts into user-friendly content that supports our products and enhances the user experience. Process creation and documentation will be used by both internal Tecala users and our customers. This position can be based in Sydney or Melbourne. Key responsibilities: Collaborate with business stakeholders, technology teams, and vendors to gather and analyze business requirements. Document business and functional requirements, process flows, and user stories. Work with technical teams to translate business needs into technical specifications. Create and revise content for various platforms, including online help systems, training materials, and release notes. Conduct gap analysis and provide recommendations for system improvements. Identify process inefficiencies and suggest improvements for optimisation. Conduct UAT to ensure documentation effectively supports user needs. Facilitate stakeholder communication, ensuring alignment between business needs and IT solutions. Coordinate and manage multiple projects concurrently. WHAT WE'RE LOOKING FOR: The 'Must haves': Previous experience in business/process analysis, technical writing and IT Service Management Experience working for a Technology services provider or consulting (ideally IT Managed Services) Strong skills in creating clear and concise technical documentation Excellent written and verbal communication skills Excellent presentation skills to create clear, concise, and user-friendly procedure manuals, guides, and process documents Expertise in documentation tools such as MS Word, MS Visio, Adobe Pro, Confluence Strong understanding of ITIL Framework Demonstrated customer focus with a capacity to deliver innovative service improvements Recognised certifications (ITIL, ITSM) WHAT CAN WE OFFER YOU As part of our team, you'll be able to learn and grow in a supportive environment. We were certified as a Great Place to Work for 2023 and 2024 and ranked in the top 20 of Australia's Best Workplaces in Technology 2024. We have listed some of those benefits below for you: Access to ongoing Learning & Development opportunities, including self-paced learning through our learning management system Paid certifications and remuneration incentive to get upskilled / certified to support your development Access to Career Pathways so you can continue building a career with us. Reward & Recognition Program where you can also thank and reward your teammates Employee discounts—Access discounted rates and offers from various providers, including health insurance and IT Hardware. Employee Assistance Program (EAP) Note : As an essential part of our hiring process, you must undertake a National Criminal History Check. HOW TO APPLY If you're excited about the opportunity to make a difference in our business, meet the musts and tick some maybes, then apply now. Be sure to include a cover letter and CV to support your application. No agencies, please – we've got this one covered. We foster an inclusive and diverse work environment where people can be themselves. Every idea and perspective is valued so that our services reflect the companies we support. We welcome diversity in all its forms, and so we welcome applications from suitably qualified candidates across the range of underrepresented communities. #J-18808-Ljbffr