Strategic ICT Business Analyst - Improve Service Ops

About Us:
Ad Facility is a leading provider of commercial and industrial cleaning solutions across Australia. With a growing range of services including office, medical, retail cleaning, strata maintenance, and specialized sanitation, we are seeking an experienced ICT Business Analyst to enhance and streamline our IT platforms and business processes.

Key Duties and Responsibilities:

Analyse current business systems and workflows to identify areas for improvement across service delivery and client engagement.

Collaborate with stakeholders to gather, document, and validate business and functional requirements.

Evaluate inefficiency and recommend and implement ICT solutions that align with strategic business goals and enhance operational efficiency.

Utilize project management principles to develop project plans, allocate resources, estimate costs, and manage project delivery within scope and timeline.

Lead the implementation of ICT solutions by creating and executing testing plans to ensure solution quality and data integrity.

Liaise between management, software developers, and end-users to ensure effective system design and implementation.

Conduct cost-benefit analysis for proposed IT systems and present findings to senior leadership.

Ensure the effective use of CRM, ERP, and reporting tools to support customer service, scheduling, and internal coordination.

Provide support and training for staff on new systems and technology-driven processes along with developing user manuals, training materials and conducting training session.

Monitor data integrity, security, and compliance with company policies and relevant standards.

Use data modelling and process mapping techniques to create clear, structured system specifications for software design and implementation.

Prepare regular reports and dashboards to assist with performance tracking and strategic decision-making.

Role Requirements:
A minimum of a bachelors degree in a relevant field is required.
Minimum 3 years of experience in a similar ICT Business Analyst role.
Strong understanding of business process mapping, data analysis, and system design.
Excellent communication and stakeholder engagement skills.
Proven ability to translate business needs into technical specifications.
Experience in the service industry (e.g., cleaning, facilities management) is desirable.
Knowledge of cybersecurity best practices and compliance standards.