Business Systems Manager, Student, Learning and CRM Platforms (Syd/Bne/Mel)

Business Systems Manager, Student, Learning and CRM Platforms (Sydney/Brisbane/Melbourne)

ABOUT JMC ACADEMY

Founded in 1982, JMC Academy is Australia’s premier institution in Creative Industries education, offering a diverse range of Degrees and Diplomas in Music, Songwriting, Audio Engineering, Film and Television Production, Acting, Entertainment Business Management, Visual Communication (Design), Animation, Game Design, and Music Production. With a 40-year legacy, JMC Academy provides cutting-edge and technologically advanced programs that meet the global demands of the creative industries. JMC operates from 3 large footprint campuses across the east coast of Australia (VIC, NSW & QLD), teaches ~2,500 students per annum and is positioned as one of the largest private higher education providers in Australia.

With advanced-design campuses, ongoing technology upgrades, a dedicated team of academics and industry professionals, and a network of international master class lecturers, JMC Academy is committed to ensuring our graduates make their own indelible mark on industry.

JMC Academy’s ultimate focus is to deliver inspiring and technologically sophisticated programs, which cater to the global needs of the Creative industries. By nurturing, supporting and mentoring students who share a true passion and dedication for these industries, we can guide them into rewarding careers.

Our Purpose

We educate and inspire creative minds to shape their careers and our world.

At JMC Academy, we educate and empower creative minds to transform their passion into lifelong careers and meaningful contributions to the world.

As a vibrant, inclusive community of innovators and explorers, we deliver rigorous, real-world education in the creative industries, uniting academic excellence with practical experience, emerging technologies and industry engagement.

We nurture resilience, compassion, and curiosity in every student, helping them chart their unique path, shape their careers, and become creative leaders who inspire, connect, and thrive, locally and globally.

Our Vision

To be the global leader in creative education, chosen by creatives, trusted by industry.

YOUR ROLE, HONESTLY

The Technology Enablement Manager is accountable for the hands-on administration, configuration, support and continuous improvement of JMC’s core business systems: the Student Management System (currently Paradigm), the Learning Management System (currently Canvas) and the CRM and service platform (currently HubSpot), together with the data, integration and reporting layers that connect them.

The role is accountable for the capability, not for any particular product. Platforms named in this document are current and indicative, not exhaustive. Applicants are not expected to have experience with all of them; the incumbent is expected to learn the core systems. The incumbent may be required to support additional, replacement or newly acquired systems as JMC’s technology environment evolves.

This is an operational role. The incumbent configures the platforms, resolves the faults, writes the queries, builds the reports and makes the integrations work. Change control, licensing, vendor management and platform registers sit within the role as a proportionate control framework around that work. Accountability for information security, enterprise architecture and the institutional technology roadmap is held by the Head of Digital & Technology; the incumbent carries out the operational security and access tasks for the platforms in scope.

JMC is a small organisation of approximately 180 permanent staff. The incumbent works directly with the CEO, COO and the executive team, and may occasionally present to the Executive or the Board. This contact needs to direct and practical.

WHAT YOU’LL DO

Platform administration and configuration

• Administer and configure the Student Management System (currently Paradigm): course, unit, fee, plan and assessment structures; study period, enrolment and progression setup; roles, permissions and data correction.
• Administer and configure the Learning Management System (currently Canvas): course provisioning and standardised templates, term and section setup, roles and permissions, LTI integrations, gradebook and site pages.
• Administer and configure the CRM and service platform (currently HubSpot), including the Service module: object and property model, pipelines and lifecycle stages, ticketing and service queues, workflows and automation, forms, lists and segmentation, templates and user administration.
• Administer supporting platforms — academic integrity software (currently Turnitin), online forms (currently Formsite) and the productivity and collaboration suite (currently Microsoft 365) — support governance and course information published to JMC’s websites, and ensure staff- and student-facing interfaces meet accessibility obligations under the Disability Discrimination Act 1992 and the Disability Standards for Education 2005.
• Act as escalation point for functional faults — diagnose root cause, resolve or coordinate resolution with the vendor, close the loop with users — and maintain documentation for every platform and recurring process the role owns, to a standard that allows another competent person to operate it.

Data, reporting and analytics

• Query institutional databases directly (SQL or equivalent) to extract, validate and reconcile data across the core platforms and connected sources.
• Build and maintain reports and dashboards for academic, admissions, marketing, student services and executive audiences — including academic performance and student satisfaction reporting — and produce validated student data lists for internal stakeholders and external regulatory bodies.
• Own data quality: define and run the checks, surface exceptions, drive remediation with data owners, and maintain data definitions so shared measures mean the same thing everywhere.

Integration and automation

• Maintain, monitor and troubleshoot integrations across the core platforms and third-party services — including scenarios on the integration platform (currently Make) and pipelines on the ETL platform (currently Fivetran) — implementing alerting and error handling so failures are detected before users report them.
• Automate manual, repetitive or error-prone processes using native platform automation, Make, scripting or AI-assisted development tooling.
• Assess and test the downstream impact of platform, schema and process changes on connected systems and reports.

Platform control

• Operate proportionate change control for significant configuration, data model, permission and integration changes, including impact assessment, testing, approval and rollback planning.
• Maintain registers for platform risks, issues, decisions and technical debt, and for licences, seats and subscriptions; monitor consumption against contracted limits and recommend renewals and optimisation.
• Manage day-to-day vendor relationships including support escalation and upgrade coordination, maintain and test continuity procedures for critical processes, and support compliance with privacy, retention, consent and direct marketing obligations.
• Carry out operational security and access tasks for the platforms in scope as directed by the Head of Digital & Technology: role-based access configuration, provisioning, timely offboarding, periodic access reviews, control of privileged, API and connected-application access, and support for the investigation of data incidents.

Enablement, training and change

• Design and deliver training and user guides for academic and professional staff on the core systems and the processes they support.
• Lead adoption and change activity for rollouts, upgrades and process changes across all three campuses, including communications, readiness and post-go-live support.
• Provide second-level functional support and coaching, treating recurring support demand as a signal of a configuration, process or training gap.

Academic governance and compliance support

• Oversee course management in the Student Management System from a systems perspective, ensuring course, fee, plan, unit and assessment structures are configured accurately and on time each cycle.
• Ensure systems and data align with Tertiary Collection of Student Information (TCSI) standards, and support submission, validation and error resolution.
• Supply data and reports for governance committees in line with the Academic Governance Reports schedule.

Improvement

• Analyse business processes end to end and implement improvements that reduce manual effort, cycle time or error rate, maintaining process flow documentation with the Academic Governance & Quality Manager.
• Contribute to institutional policy, procedure, audit and review activity relating to systems, data and information management, and monitor vendor roadmaps and emerging education technology, assessing relevance and risk for JMC and feeding findings to the Head of Digital & Technology.

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

Selection is based on demonstrated capability. There is no minimum years-of-service requirement.

Essential

• Degree in Information Technology, Business Systems, Data or a related field, or an equivalent combination of relevant experience and training.
• Substantial hands-on configuration and administration experience with at least two of: a student management system (Paradigm or comparable), a learning management system (Canvas, Moodle or comparable), a CRM (HubSpot, Salesforce or comparable).
• Demonstrated ability to query relational databases directly and build reports and dashboards from source data.
• Practical experience troubleshooting integrations and diagnosing where in a data flow a failure has occurred.
• Demonstrated capability in documenting systems and processes to a standard that allows another competent person to operate them.
• Ability to translate non-technical business requirements into working configuration, and to communicate clearly with technical and non-technical audiences, including the CEO, COO, executive team and academic staff.
• Ability to work autonomously under general direction, prioritise across multiple platforms, exercise sound judgement on risk and escalation, and deliver user training and support with a clear understanding of privacy obligations.

Desirable

• Experience in higher education or vocational education, including the student lifecycle, TCSI reporting and TEQSA/ASQA compliance.
• Experience configuring a service desk or ticketing capability (HubSpot Service Hub, Freshservice, Jira Service Management or comparable).
• Experience with Make or comparable iPaaS platforms, and Fivetran or comparable ELT tooling with warehouse-based reporting.
• Advanced Microsoft 365 capability: SharePoint, Teams, Entra ID, Power BI, Power Automate.
• Experience using Claude Code or comparable AI-assisted tooling to build, script or configure software and platforms.
• SQL beyond reporting, accessibility standards (WCAG 2.2), and experience with Turnitin, Formsite or comparable platforms.

THE PRACTICAL BITS

BASE: Sydney, Melbourne or Brisbane with hybrid working and some in-office presence for collaboration and key events.

REPORTS TO: Head of Digital & Technology

TYPE: Full- Time, Fixed Term Contract

SALARY: Competitive, commensurate with experience; we’ll talk specifics early in the process.

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.