Senior Technical Business Analyst (Contact Centre CRM)

Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations.

The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.

We are looking for our future Business Analyst to join our Global Technology Solutions team supporting Global Revenue and Customer Support Solutions.

Let's talk about the team :
Resmed Global Technology Solutions (GTS) team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We’re looking for a detail-oriented and proactive Business Analyst to join our Global Revenue & Customer Support Solutions team.

In this role, you’ll own the end-to-end lifecycle of user stories — from gathering requirements and defining acceptance criteria to supporting production deployment. You’ll work cross-functionally with users, solution architects, and development teams to drive impactful solutions that support business operations.
 

Let’s talk about Responsibilities :

• Effectively communicate and engage with business users and peers to gather requirements.
• Work closely with global customer service teams to implement system solutions that streamline processes and improve efficiency.
• Proven ability to analyze and gather complex business processes and develop effective solutions.
• Develop user stories and acceptance criteria to drive functional, technical and system requirements.
• Work with solution architects and platform architect teams to design solutions based on signed-off business requirements.
• Provide a walk through of developed features and functionality to business users.
• Facilitate User acceptance testing with identified users and obtain sign off for implementation.
• Ability to partner with cross-functional teams across multiple different time zones.
• Actively engage and inform stakeholders across the business on progress of the tasks.
• Perform impact analysis for scope change requests and document changes to requirements, business processes, configuration, and data mapping.
• Follow change management processes defined within Resmed.
• Provide post implementation support and ensure prompt resolution of reported issues.

Let’s talk about Qualifications, Skills and Experience :
Required :

• 8+ years of experience as a Technical Business Analyst
• Experience in solutioning and supporting customer service.
• Strong business acumen with customer first mindset.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Excellent communication skills
• Work effectively in a remote setting, collaborating with remote and global team members across multiple time zones to ensure seamless coordination and communication throughout the project lifecycle.
• 5+ years of experience with CRM system – preferably Service Cloud.
• 3+ years of contact center experience.

Preferred:

• Bachelor’s in computer science or related field
• 3+ years of Oracle ERP experience.

Additional information:

• At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
• Working from home flexibility
• You also have access to a referral bonus and to Resmed's preferred shareholding programme
• Competitive benefits (Pension, Long-Term Illness Protection, Health Insurance...)
• Internal career opportunity - joining an international fast-pace and massively growing company
• Resmed is an Equal Opportunity Employer

OK, so what's next?
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now

#LI-APAC

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.