Are you ready to be part of a team of high performing digital experts? Grow your career surrounded by colleagues who are energised by the opportunity to produce marketing and client experience service solutions that have big social impact. We take on the impossible and achieve outstanding results – we’re your calling to right wrong. The Opportunity As our Senior Business Analyst , based in our Brisbane CBD head office, you’ll assist in the delivery of our marketing and client service digital transformation. This digital transformation includes bringing to life the future state of Shine’s client acquisition and client engagement strategies, through marketing automation and direct communication strategies. In this permanent full time role, you’ll support the evolution of our client intake and service processes, driving improved enquiry outcomes, service standards, and operational productivity. You’ll work to integrate new technologies with existing core systems and processes, collaborating across departments and with third party vendors to ensure seamless technology integration. You’ll gather, analyse, and document business requirements from a variety of stakeholders, ensuring requirements align with our business objectives of delivering increased quality new client acquisition and enhancing client service delivery, and conduct in depth analysis of our current business processes and identify opportunities for improvement. Here's how you’ll help us stay ahead of the pack: Business requirements gathering : Collaborate with stakeholders to document functional and non-functional business requirements for our Digital Advancement Program, including Salesforce, translating needs into clear user stories with acceptance criteria and test cases. Business process analysis : Analyse current business processes and identify improvement opportunities, translating complex processes into actionable user stories and design innovative solutions for efficiency. Solution design and implementation : Work with the team to design and deliver technology solutions that meet business goals and best practices for system integration and data flow. Build reports and dashboards to track performance and ROI. Product planning and roadmap support : Contribute to product roadmaps, using user feedback, analytics, and market trends to prioritise features and inform strategy. Process improvement : Identify opportunities to optimise marketing processes through automation and system enhancements, proposing improvements for scalability and efficiency. Project & change management support : Assist in planning and executing our Digital Advancement initiative, ensuring timely delivery. Support change management with training, user support, and smooth transitions, through facilitating stakeholder communication. User experience and adoption : Incorporate feedback into solution design, and promote user adoption through intuitive design, training, and clear communication of benefits. Stakeholder engagement : Act as a liaison between business and technical teams, communicating technical details clearly to non-technical stakeholders. Testing and quality assurance : Develop and execute test plans, lead user acceptance testing (UAT) and resolve issues. Ensure solutions meet quality standards before go-live. Training and support : Train end-users on Salesforce functionality and provide ongoing support post-implementation. Reporting and analytics : Use data analysis tools to gather business intelligence, generate reports, and provide insights for decision-making and process improvement. Continuous improvement : Stay updated with industry trends and emerging technologies, recommending process improvements and new technology solutions. What you’ll bring . To thrive in this role, you’ll have: Significant demonstrated experience as a Business Analyst in a technology-driven environment, with a proven track record of successfully delivering Salesforce projects and solutions. Experience in Salesforce CRM (Service Cloud) is essential, while Salesforce Marketing Cloud, Data Cloud, Marketing Cloud Intelligence (Datarama), Agentforce, and Reporting are highly desirable Experience in gathering and analysing business requirements, translating them into technical specifications within user stories with well-defined acceptance criteria, and working with technical teams to implement solutions. Proficiency in business process modelling tools (e.g., BPMN, Visio) and experience with process improvement methodologies such as Lean, Six Sigma, or similar. Strong problem-solving and analytical skills, with the ability to interpret complex data and make strategic decisions based on findings. Experience in conducting user acceptance testing (UAT) and supporting post-implementation activities. Excellent communication skills, with the ability to engage both technical and non-technical stakeholders. Experience with project management tools and techniques. Ability to manage competing priorities and deliverables in a fast-paced environment. Experience across cloud-based platforms (eg Workato), AI agents (eg Copilot), agile methodologies, and business intelligence tools (eg Power BI) are highly desirable, but not essential for success. Tertiary studies in a relevant field, or certifications in business analysis, agile, or other relevant certifications are desirable but not essential for success. Shine Lawyers: A place for you. It means more here. At Shine, purpose really matters. It’s our clients, who summon the courage to stand up to injustice. It’s the communities we are part of and support every day. It’s our team, who champion what’s right and make this place what it is. We’re an ASX-listed organisation, and we've been standing up for the rights of everyday Australians for more than 45 years. We’ve achieved a lot, but you’ll find no airs and graces here. We’re humble yet relentless. We don’t pretend to be anything other than ourselves. And together, we’ve created a place for you to thrive. Here are some of the things we hope you’ll love about working with us: Connect and be you : Get the flexibility and benefits you need, and work alongside truly authentic people who care so much - about our clients, Shine and you. You’ll enjoy the safety and security of a large, well-established firm that treats you as a person, not a number. Challenge and be challenged : We’re not here for “easy”. We want you to take your place at Shine and make a real impact. Question and challenge - that’s how we grow. Achieve and grow : Start your Shine journey with our award-winning learning programs, where you’ll find immediate connection and be set up for success. We provide innovative in-house learning programs and real opportunities to step up and grow - within your role and beyond. Visit www.shine.com.au/careers/life-shine to find out more and read the stories of our incredible people. Excited to join us and stand up to injustice? Apply now and make Shine Justice a place for you. As part of The Circle Back Initiative, we want you to feel supported through our recruitment process, which means that you will hear back from our friendly team – no matter the outcome. We are committed to making Shine Lawyers a place for you by encouraging and supporting our people to bring their authentic selves to the workplace, and as a result, we know you’ll put your best self forward while righting wrong for our clients. We’re passionate about maintaining a diverse and inclusive environment here at Shine that celebrates all of our differences with age, disability, ethnicity, gender and sexual orientation, to name a few, and we encourage applications from Aboriginal and Torres Strait Islander candidates. You bring you.
