CRM Business Analyst
MELBOURNE, VIC, AU, 3000
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 position
Are you passionate about unlocking the potential of CRM technology to drive meaningful change? Do you thrive in dynamic environments where collaboration and problem-solving take centre stage? If so, we have an exciting opportunity for you!
We are seeking a CRM Business Analyst to join our team and play a pivotal role in translating business needs into innovative, effective solutions. As a key contributor to the continuous development of our Blackbaud CRM, you will ensure enhancements align with our roadmap, support stakeholders, and help deliver improvements that empower the Peter Mac Cancer Foundation’s mission. This is a newly created full-time role in the Data and Analytics team reporting to the CRM Enhancement Lead to support and deliver ongoing development and enhancements of the Blackbaud CRM to keep up with the growing needs of the Foundation.
Your Impact
In this role, you will:
✅ 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 experience in CRM business analysis, 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.
If you’re ready to take on exciting CRM initiatives and be part of a forward-thinking team, apply now and help shape the future of our CRM landscape!
Remuneration starting from $95K (full time equivalent) dependent on candidate experience. To be discussed further with Hiring Manager.
Applicants to this role should provide a cover letter outlining relevant key skills and experience, and addressing the key selection criteria to assist us with our assessment.
For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position summary. Alternatively, please contact us using the information below for a confidential discussion.
Hiring Manager: Sutji Muliadi
Contact Number: 03 8559 6791
Email: Sutji.Muliadi@petermac.org
Applications Close: 11:59PM Wednesday 2nd July 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 .
Supporting the CRM Enhancement Lead, the role works closely with stakeholders to understand their needs and collaborating with cross-functional teams to design and implement solutions. The Business Analyst facilitates design workshops, conduct gap analysis, document business requirements and solution designs, including the development of AS-IS and TO-BE process maps and hands-on configuration of the CRM . The incumbent will possess sound Agile project management and business analytical skills, with a technical and methodical mind for complex problem solving.
Enterprise Agreement
Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement 2021-2025
Classification or Salary Range
HS3
Immunisation Risk Category
Immunisation Category C
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 |
Education
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 focus 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. |
Certifications, Licenses & Registrations
Key Accountabilities
| Key Accountabilities | Demonstrated by / Key Performance Indicators |
| 1. 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. |
| 2. 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. |
| 3. 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. |
Key Accountabilities (Contd..)
| Key Accountabilities | Demonstrated by / Key Performance Indicators |
| 4. 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 |
| 5. 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 |
| 6. Team consulation 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. |
______________________________________________________________________________________________________
Peter Mac is a child safe organisation and has a commitment to child safety and wellbeing.
WHY WORK FOR PETER MAC
- Peter Mac offer 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.