CRM Business Analyst

Peter Mac – CRM Business Analyst At Peter Mac we aim to continuously improve cancer care, research and education across all cancers and for all people affected by cancer: changing lives, breaking new ground. Everything we do is underpinned by our core values, Excellence, Compassion and Innovation. Welcoming people from a wide variety of different backgrounds and experiences is critical to fostering innovation, cultivating compassion, attracting and retaining top talent and providing the best possible cancer care for our patients. YOUR ROLE IN OUR FUTURE CRM Business Analyst – Drive Transformation & Innovation Ongoing, Full-time Role – 80 Hours per Fortnight with a Monthly ADO. Responsibilities Analyse & Research – Investigate business needs, gather requirements, and uncover opportunities for CRM enhancements. Design & Develop – Collaborate with cross-functional teams to craft solutions that optimise CRM functionality and meet evolving demands. Facilitate Workshops & Gap Analysis – Lead discussions with stakeholders to identify inefficiencies and shape improvements. Document & Implement – Create AS-IS and TO-BE process maps and oversee CRM configurations to streamline operations. Support Agile Projects – Apply your business analytical expertise to deliver efficient, scalable solutions in an Agile framework. What You Bring Strong business analysis experience in CRM, client or donor management software, ideally within Blackbaud CRM. Proven ability to translate complex business needs into seamless CRM solutions. Excellent stakeholder engagement and collaboration skills. Methodical problem‑solving mindset with a passion for continuous improvement. Agile project management experience and a technical eye for CRM configurations. Remuneration Remuneration ranges from $95-$105K (full time equivalent – prorated for part time) dependent on candidate experience. To be discussed further with Hiring Manager. Applications Close Applications Close: 11:59PM Sunday 7th December 2025 Position Summary This role is responsible for ensuring that CRM requirements are accurately translated into solutions. It involves analysing needs, doing research, gathering requirements and helping design, develop, test, and deliver enhancements and improvements in line with the CRM roadmap. The role contributes to the continuous development and improvements of the Blackbaud CRM to meet the Foundation’s current and evolving needs. Key Relationships Internal – Manager, Data Operations and Analytics; Data & Analytics Team; Chief Executive Officer, Foundation (CEO); Head of Fundraising; Head of Philanthropy; Head of Finance & Operations; Fundraising Program Managers (PMs); Supporter Engagement Team (SET); PMCC IT department. External – Consultant/implementation partner; Data Suppliers; Platform vendors. Skills Essential Requirements – Five years experience as a Business Analyst with background in implementing and/or optimising existing CRM. Proven experience in business process analysis and optimisation, with the ability to drive process transformation across the business. Sound experience in Agile project management, requirements gathering techniques and translation of business use cases/user requirements into functional documentation. Expertise in database design and configuration, process automation, process mapping, data modelling, and data conversions. Strong analytical and problem‑solving skills with ability to determine the value of change and assist stakeholders in decision‑making. Ability to clearly communicate to a variety of audiences. Strong system and user testing skills including the ability to write testing scripts and coordinate UATs. Ability to foster positive and collaborative relationships with key stakeholders, service providers and Foundation team members to influence change and drive outcomes. Ability to stay calm under pressure, be outcome focused and to learn and adapt to change. Sound understanding of the principles of good data governance in relation to legislative and regulatory compliance requirements, including knowledge of privacy and PCI‑DSS legislative requirements. Desirable Requirements – Certification in Business Analysis. Tertiary qualifications in Information Systems, Business Analytics, Project Management or similar. Experience with CRM platforms, particularly Blackbaud products. Experience in the not-for-profit sector with knowledge of fundraising and best practice principles and procedures. Familiarity with modern software concepts, such as APIs and databases. Interest in cancer research, treatment and ability to work within cancer health guidelines. Key Accountabilities Support design and configuration of CRM Enhancements – Support the CRM Enhancement Lead in delivering the backlog and enhancement roadmap and pipeline of work according to prioritisation. Facilitate the design workshops and gather requirements from stakeholders and focus the design and configuration needs in line with requirements. Seek inputs, analyse, provide recommendation/s, and obtain agreement on the design to ensure the solution meets both functional and non‑functional requirements and is within scope. Implement various integrations and process automation of related data management systems including, but not limited to, SFTP, payment gateway, online peer to peer fundraising tools and reporting tools. Coordinate and action the configuration activities in the CRM per the agreed solution designs while maintaining the Agile project board on Azure DevOps. Manage the CRM support requests and queue on the Planner board from issue investigation through to resolution. Liaise with vendor and consultant on designing and configuring solutions. Ensures confidentiality of data and adherence to privacy policies, compliance with financial regulations and non‑profit best practices. Maintain documentation and reporting – Map processes and translate use cases, business scenarios and user requirements into functional documentation for technical discussion and delivery. Develop and maintain all documentation and artefacts from the design to requirements traceability, validation document, and AS-IS and TO-BE process maps. Work together with the Change Analyst in the development of process guides. Record and maintain design documents, meeting and decision notes, audit logs and the Azure DevOps Enhancement board. Lead data integrity tasks and data migration – Manage and action data conversion activities to ensure data accuracy and completeness in line with configurations and design solutions. Provide detailed field‑level data mapping, seek feedback and agreement from data owners on required conversion and migration. Audit and log data issues and plan actions. Manage User Validation and User Acceptance Testing (UAT) – Lead the testing and QA of delivered solutions; develop testing scripts, coordinate user acceptance testing (UAT), collate testing results, and resolve defects with the vendor/consultants. Works with the Change Analyst to disseminate information on upcoming CRM development and releases. Assist in drafting release notes, communications and training materials to support usage and adoption. Coordinate the super user forum and run regular showcase of delivered system changes and improvements. Ensures compliance with PMCC and PMCF policy and procedures – Ensure all individual and database fundraising activities comply with all applicable Australian laws and regulations; PMCF policy and procedures; fundraising legislation; standards and codes of conduct in relation to members of the public, supporters, donor communications, engagement, transaction, data collection and transfer. Team consultation and participation – Work collaboratively and foster strong positive and professional working relationships with internal and external project team members, and all stakeholders. Receive positive feedback from internal and external stakeholders. Evidence of learning and continuous improvement. Evidence of Foundation‑wide consultative approach to seek the best outcome. Demonstrate willingness and carries out other duties as requested to contribute to an effective, proactive, and professionally run Foundation office. WHY WORK FOR PETER MAC Peter Mac offers a range of benefits which support our people both personally and professionally. Our staff benefits include award winning facilities, professional development and events, a health and wellbeing program, flexible work practices and policies and financial benefits such as salary packaging. We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with a disability. The Peter MacCallum Cancer Centre acknowledges the traditional owners of the land on which our five sites are located throughout Victoria. We recognise their strength and resilience and pay our respects to their Elders past and present. Peter Mac is a child safe organisation and has a commitment to child safety and wellbeing. #J-18808-Ljbffr