SmartComm Business Analyst

SmartComm Business Analyst delivering customer communication solutions by translating business needs into compliant, high-quality outcomes.

Company Description

Showtime Consulting is a leading provider of Shielded Cloud and Digital Solutions across Australia and New Zealand. We specialise in delivering secure, enterprise-scale technology solutions across digital transformation, customer communications, cloud, software engineering, and enterprise platforms.

We partner with major organisations to build high-performing technology teams and deliver innovative solutions that enhance customer experience, streamline business processes, and support large-scale transformation initiatives.

The Role

We are seeking an experienced Business Analyst - SmartComm to join a high-performing team based in Melbourne.

This role is ideal for a Business Analyst with strong experience working on OpenText SmartComm Customer Communications Management (CCM) solutions. You will act as the bridge between business stakeholders and technical teams, helping define, document, and deliver customer communication solutions that align with business objectives, compliance requirements, and customer experience standards.

Working closely with business users, product owners, architects, developers, and QA teams, you will play a key role in gathering requirements, supporting document composition initiatives, and ensuring successful delivery of SmartComm-based solutions.

Key Responsibilities

• Gather, analyse, document, and validate business requirements for SmartComm communication solutions.
• Work closely with business stakeholders, product owners, architects, and development teams to define functional and non-functional requirements.
• Translate business requirements into SmartComm document specifications, user stories, and detailed solution requirements.
• Conduct gap analysis, impact assessments, and feasibility reviews.
• Develop and maintain Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), process maps, use cases, and acceptance criteria.
• Facilitate workshops, stakeholder interviews, requirement walkthroughs, and solution review sessions.
• Support SmartComm template design discussions and document composition initiatives.
• Collaborate with QA teams to define test scenarios and validate requirements.
• Support User Acceptance Testing (UAT), defect management, and business sign-off processes.
• Ensure customer communications comply with branding, regulatory, and business standards.
• Participate in Agile ceremonies including sprint planning, backlog grooming, stand-ups, and retrospectives.
• Act as the key liaison between business and technical teams throughout the project lifecycle.

What You'll Need

• 5-8 years of experience as a Business Analyst within enterprise technology environments.
• Proven experience working with OpenText SmartComm or Customer Communications Management (CCM) platforms.
• Strong requirements gathering, business analysis, and stakeholder engagement skills.
• Experience translating business requirements into functional specifications and user stories.
• Experience supporting SmartComm document composition, template development, and customer communication initiatives.
• Strong understanding of business process analysis, gap analysis, and impact assessment techniques.
• Experience creating BRDs, FRDs, use cases, process flows, and acceptance criteria.
• Experience facilitating workshops and managing stakeholder expectations.
• Strong collaboration skills with development, architecture, and QA teams.
• Experience supporting UAT planning, execution, and defect resolution.
• Understanding of compliance, regulatory, and customer communication requirements.
• Experience working within Agile delivery environments.
• Excellent communication, presentation, and documentation skills.
• Strong analytical and problem-solving abilities.

Why Join Us?

• Work on enterprise-scale customer communication and digital transformation initiatives.
• Collaborate with experienced business, technology, and delivery teams.
• Play a key role in shaping customer communication solutions and customer experience outcomes.
• Gain exposure to leading CCM technologies and enterprise platforms.
• Join a consulting culture focused on innovation, delivery excellence, and continuous improvement.
• Contribute to projects delivering meaningful business and customer value.

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