The Role
Gather and validate end-to-end business requirements for CRM/ERP solutions, map processes, run sprint QA and UAT, support delivery and post-go-live adoption, prioritize intake, and drive continuous process improvement to improve efficiency and customer experience.
Summary Generated by Built In
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, personalized 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.
Responsibilities
•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
•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
Capabilities
- Ambiguity Resolution & Consensus Driving: Ability to navigate poorly defined operational problems, establish clear cognitive structure, and assist in guiding stakeholders toward consensus.
- Systems Thinking & Cross-Functional Mapping: Ability to connect business processes with technical designs by visualizing data flows and predicting how system changes alter upstream and downstream platform behaviors.
- Constructive Facilitation & Analytical Diplomacy: Comfort with challenging business requests or technical assumptions analytically, collaborating with senior team members to evaluate solution trade-offs.
- End-to-End Execution Ownership: An accountability-driven mindset with a strong sense of urgency to independently identify risks, remove blockers, and proactively drives progress on assigned tasks with minimal day-to-day oversight.
- Governance & Documentation Discipline: Commitment to driving delivery team consistency through standardized process mapping, clear requirement traceability, and rigorous knowledge-management practices.
- Business & Operational Acumen: Deep understanding of corporate priorities, value drivers, and operational impacts to ensure technical solutions align with broader organizational goals.
Qualifications
Education & Background:
•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
•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.)
•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.)
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"
- We do not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group
- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co
If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.
Skills Required
- Bachelor's degree in Computer Science, Business Management, Information Management Systems, or related field (or equivalent experience).
- 2+ years of experience in a Business Systems Analyst or hybrid cross-functional role (BA/QA/PM) within a software development environment.
- Proven ability to analyze complex business processes and translate them into system requirements across multiple platforms.
- Hands-on experience supporting all phases of the Software Development Lifecycle (requirements, testing, deployment, post-go-live).
- Strong communication and facilitation skills to work cross-functionally with business users, developers, QA, and vendors.
- Ability to manage competing priorities in a fast-paced environment while maintaining accuracy and attention to detail.
- Self-starter able to drive clarity, structure, and documentation independently.
- Familiarity with development management tools such as JIRA and Confluence (and other documentation platforms).
- Exposure to business process modeling, technical requirements gathering (system inputs/outputs, data flows, integrations).
- Salesforce Administrator or Trailhead badges.
- Exposure to Agile or Scrum methodologies (certifications such as Scrum Foundations or CSM are a plus).
- Interest in process improvement methodologies (Lean, Six Sigma, etc.).
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The Company
What We Do
Coates Group is a growing global technology and digital merchandising solutions provider creating immersive experiences for some of the world's leading brands and their customers. We are focused on creating dynamic, personalised and engaging experiences powered by our range of digital hardware and proprietary content management system. If you’ve ordered in-store or in the Drive-Thru at McDonald’s somewhere in the world, chances are you’ve interacted with our digital solutions! We work across 50+ global markets with our headquarters located in Sydney, Australia and other offices in Japan, India, China, the Middle East, Canada, Europe and the United States. Our people who we proudly call our “Crew” are at the heart of everything that we do. So, it is our commitment to empower and develop the people that set us apart. This is done by implementing new policies that our people care about like an annual market competitive bonus program, opportunities for growth and prioritisation for learning and development that includes kick-starting our new wellbeing program called Thrive. The cornerstone of Thrive is our flexible work approach, including a suite of flexible work options because we are believers that you should never miss an important life or work moment. Thrive also equips our crew with wellness tools and dedicated time to prioritise our health with Yoga and Meditation programs as well as a Global Wellness Day off to enjoy and recharge plus a Give Back Day for the opportunity to make an impact on the community. Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). We are one global crew with diverse perspectives that make us stronger. We are curious, charismatic and authentic. And together, we make our purpose become a reality, to create immersive brand experiences for everyone
