Responsibilities
- Translate business needs into clarity
- Ensure end-to-end requirements are consistently captured and validated, enabling CRM and ERP solutions that reduce rework and accelerate delivery.
- Enable fit-for-purpose solutions
- Deliver process-driven, scalable solutions across Customer Experience Portals, Lead-to-Cash, Field Service, and Revenue Management that directly improve efficiency and customer experience.
- Execute structured intake to enable prioritization
- Ensure all requests are consistently documented and assessed, allowing BTS to allocate resources effectively and focus on the highest-value initiatives.
- Surface and address process gaps
- Proactively identify inefficiencies, dependencies, and unclear ownership during discovery, reducing late-stage issues and ensuring cross-system alignment.
- Support seamless delivery
- Partner with technical teams to design, test, and deploy solutions that integrate smoothly across systems and minimize disruption to business operations.
- Participate in sprint QA testing
- Execute functional QA each sprint by validating acceptance criteria, running test cases, logging defects, and collaborating with developers on fixes.
- Drive confident adoption
- Lead structured UAT and post-implementation support, ensuring new capabilities are adopted by end-users, with measurable improvements in usability and operational performance.
- Optimize processes continuously
- Regularly evaluate business processes to identify and deliver automation and simplification opportunities, improving efficiency and scalability across teams.
Capabilities
- Requirements & Analysis
- Skilled at eliciting, analyzing, and translating complex or ambiguous business needs into clear, validated, and testable requirements.
- Business Acumen & Prioritization
- Understands business goals and value drivers to prioritize initiatives effectively and ensure analysis efforts support organizational strategy.
- Communication & Facilitation
- Strong communicator who can engage stakeholders at all levels, lead discussions to clarify ownership and priorities, and bring cross-functional teams to alignment.
- Structure & Detail Orientation
- Brings clarity through consistent documentation, process mapping, and knowledge management.
- Continuous Improvement & Adaptability
- Comfortable refining intake and analysis frameworks, anticipating risks, and adjusting to fast-paced or ambiguous environments.
Qualifications
- Education & Background:
- Bachelor’s degree in Computer Science, Business Management, Information Management Systems, or a 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, translate them into system requirements, and support delivery across multiple platforms.
- Hands-on experience supporting all phases of the Software Development Lifecycle (SDLC), including requirements, testing, deployment, and post-go-live support.
- Strong communication and facilitation skills; able to work cross-functionally with business users, developers, QA, and external vendors.
- Ability to manage competing priorities in a fast-paced environment while maintaining accuracy and attention to detail
- Self-starter with the ability to drive clarity, structure, and documentation independently.
- Familiarity with development management tools such as JIRA, Confluence, and other software development management /documentation platforms.
- Exposure to both business process modeling and technical requirements gathering (system inputs/outputs, data flows, integrations).
- Certifications & Development (Advantageous)
- Salesforce Administrator or Trailhead badges (preferred but not required)
- Exposure to Agile or Scrum methodologies (certifications a plus: Scrum Foundations, Certified Scrum Master)
- Interest in process improvement (Lean, Six Sigma, etc.)
Top Skills
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
