Business Analyst, Enterprise Service Management & SMS Business Case (Sydney/Brisbane/Melbourne)
ABOUT JMC
Founded over 40 years ago, JMC is a heritage higher education provider specialising in the creative industries. We offer smaller classes, real studios with incredible equipment, and lecturers who still work in the industries they teach, from TV production to music theatre to game design.
Our positioning is direct. JMC graduates, and our staff, are working creatives and collaborators. They excel at their own craft, and they’re also exceptional team players.
We’ve been doing this for over 40 years, and we plan to keep doing it for many more. This is a place to build a career chapter, not just a CV line.
YOUR ROLE, HONESTLY
The Business Analyst is a fixed-term delivery role (3 days per week, through to December 2026) responsible for the analysis, requirements definition and process design behind two strategic deliverables: the implementation of Enterprise Service Management (ESM) across Student Services, Facilities and IT, in production by December 2026; and the business case for a new Student Management System (SMS), to be presented to the Board in December 2026 with implementation commencing January 2027.
This is a hands-on role in a busy delivery environment. It runs alongside the final stage of JMC’s LMS transformation (go-live September 2026) and the CRM transformation go-live, and must coordinate dependencies with both programmes. The successful candidate will walk into that environment, build credibility quickly, and become productive with minimal ramp-up.
Success looks like ESM live in production across all three service domains by December, and a Board-endorsed, evidence-based SMS business case with a costed implementation roadmap ready to mobilise in January 2027.
WHAT YOU’LL DO
ESM Requirements & Analysis
- Elicit functional and non-functional requirements for enterprise service management across Student Services, Facilities and IT through workshops, interviews, shadowing and document analysis.
- Analyse current request handling, ticketing, case management and facilities workflows; identify duplication, manual workarounds and pain points.
- Design future-state service catalogues, request types, workflows, SLAs and knowledge structures aligned to ESM good practice.
- Manage requirement traceability from definition through configuration to test.
ESM Implementation & Go-Live
- Translate requirements into clear configuration specifications for the ESM platform and implementation partner.
- Plan and coordinate UAT, including test cases, acceptance criteria and defect triage.
- Support cutover planning, go-live readiness assessment and hypercare across the three service domains.
- Develop training and knowledge content with service owners to support adoption at go-live.
SMS Business Case Development
- Conduct a structured current-state assessment of the existing student management system, covering functional gaps, risks, constraints and total cost.
- Run a market scan and options analysis of replacement SMS platforms, including vendor capability, product roadmap and Australian HE sector fit.
- Build the financial model: implementation costs, licensing, integration, data migration and five-year TCO for each option.
- Produce a Board-ready business case with a clear recommendation, benefits, risks and an implementation roadmap commencing January 2027.
Stakeholder Engagement & Facilitation
- Facilitate workshops across academic, student services, facilities, IT, finance and executive teams, including stakeholders who do not always know what they want.
- Translate business needs into language vendors and technical teams understand, and vendor claims into terms the business can evaluate.
- Escalate issues early and push for timely decisions when stakeholders stall; the December deadlines leave no slack for drift.
- Challenge vendor assumptions, vague answers and roadmap promises with structured evidence.
Documentation & Artefacts
- Produce BRDs, process maps (BPMN level 2), user stories, acceptance criteria and data dictionaries.
- Develop vendor evaluation templates, scoring matrices and structured assessment criteria for the SMS options analysis.
- Draft executive papers, options analyses and the Board business case to JMC document standards.
- Maintain decision logs and ensure documentation reflects agreed reality, not aspiration.
Project Delivery Support
- Contribute to project plans, schedules, RAID logs and weekly status reporting.
- Manage dependencies and shared stakeholders with the LMS transformation (final stage, September 2026) and the CRM go-live.
- Provide risk insights and early warning on anything that threatens the December deadlines.
- Support benefits definition and measurement planning for both the ESM implementation and the SMS investment.
Work Health, Safety & Wellbeing
All JMC Academy employees share responsibility for maintaining a safe and healthy workplace. In this role, you are expected to take reasonable care for your own health and safety, and for the health and safety of others who may be affected by your work; comply with JMC Academy’s WHS policies, procedures and safe work practices, and follow reasonable instructions from JMC or emergency response personnel; report all hazards, incidents, injuries and near misses to your line manager as soon as practicable; participate in WHS consultation, training and wellbeing initiatives relevant to your role; and contribute to a respectful, inclusive and psychologically safe work environment, free from bullying, harassment and discrimination.
WHAT YOU’LL BRING
Essential
- Minimum 5 years’ experience as a Business Analyst across enterprise platform implementations, ideally within Australian higher education.
- Demonstrated experience implementing enterprise service management or ITSM platforms (e.g. ServiceNow, Freshservice, Jira Service Management, TOPdesk or similar).
- Proven track record developing investment business cases for executive or Board audiences, including options analysis, cost modelling and TCO.
- Strong requirements engineering and process modelling capability (BPMN or equivalent), with disciplined traceability.
- Confident workshop facilitation across diverse academic and corporate stakeholder groups.
- Ability to work independently at pace to fixed, immovable deadlines with minimal supervision.
- Excellent documentation skills: clear diagrams, structured requirements, unambiguous language.
- Sharp analytical thinking: cuts through noise quickly and tests vendor claims against evidence.
Desirable
- Experience with student management or student information systems (e.g. Paradigm, ReadyTech, Meshed, Anthology, Tribal, TechnologyOne) and the Australian HE student lifecycle.
- Familiarity with the Australian higher education regulatory environment (TEQSA, HESF, CRICOS, ESOS, TCSI reporting).
- ITIL 4 and/or IIBA (CBAP or CCBA) certification.
- Experience delivering in environments with multiple concurrent transformation programmes.
- Exposure to organisational change management practice and adoption planning.
THE PRACTICAL BITS
BASE: Sydney, Melbourne or Brisbane with hybrid working and some in-office presence for collaboration and key events.
REPORTS TO: Technology Delivery Lead
TYPE: Part- Time, Contract
SALARY: Competitive, commensurate with experience; we’ll talk specifics early in the process.
APPLY TO: [EMAIL or link to ATS]
WHAT TO SEND
A CV and a cover letter outlining your interest in the position and how you meet the criteria listed in the position description.
