CARER MANAGER PLUS PTY LTD (CMP)
JOB DESCRIPTION
Senior Business Analyst – Aged Care Home Care
Product, UAT & Customer Enablement
Position: Senior Business Analyst
Company: Carer Manager Plus Pty Ltd (CMP)
Location: Melbourne / Hybrid
Employment type: Full-time
Remuneration: Competitive remuneration package, commensurate with experience
Reports to: CMP Management / nominated Product or Operations lead
Direct reports: Nil initially, unless otherwise determined by CMP
Document status: Position description – recruitment and employment reference document
1. Position Purpose
The Senior Business Analyst is responsible for bridging Australian Home Care operations, business requirements, software development, quality assurance, customer implementation and training. The position exists to ensure that CMP functionality is based on clearly understood operational requirements, complete and testable business rules, sound software specifications and practical customer outcomes.
This is a specialist role rather than a conventional generic IT Business Analyst position. The successful person must combine substantial practical Home Care operational knowledge with strong business analysis, UAT, customer-facing, technology and training capability.
2. Role Scope
The role operates across the following end-to-end chain:
Home Care Operations → Business Requirements → Business Rules → Product Development → UAT → Customer Implementation → Training → Customer Support → Continuous Improvement
3. Key Accountabilities3.1 Home Care Business Analysis
· Analyse and document end-to-end Australian Home Care operational processes.
· Understand the interaction between operational, clinical, financial, compliance and customer processes.
· Analyse processes including referral and intake, assessment, care planning, service planning, rostering, service delivery, client contributions, provider charges, budgets, funding, claiming, invoicing, statements, reconciliation, reporting, care management, client exits, changes in circumstances and exception handling.
· Identify process gaps, ambiguities, dependencies, downstream consequences and operational risks.
· Translate operational needs into precise and implementable software requirements.
3.2 Requirements, Business Rules and Specifications
· Develop and maintain Business Requirements Documents, Business Rules, Functional Requirements, User Stories, Acceptance Criteria, Process Maps, Workflow Specifications, Data Requirements, Exception Scenarios, Business Rule Matrices, Requirements Traceability Matrices and UAT requirements.
· Ensure requirements are unambiguous, complete, internally consistent, testable and traceable.
· Identify calculations, validations, permissions, transactions, reporting requirements, data dependencies and downstream impacts.
· Challenge incomplete or ambiguous requirements and obtain clarification before development proceeds.
· Maintain appropriate version control and traceability between requirements, development outcomes and test evidence.
3.3 Product Development Liaison
· Work directly with developers to explain requirements and business rules.
· Review proposed solutions for alignment with the underlying business requirement.
· Identify gaps, unintended consequences, data implications and integration requirements.
· Assist with change requests and impact assessments.
· Review delivered functionality against approved requirements and acceptance criteria.
· Ensure established business rules are not unintentionally compromised by subsequent changes.
· Adhere to CMP Quality Gateways throughout the System Development Life Cycle.
3.4 UAT and Quality Assurance
· Design and execute comprehensive UAT covering positive, negative, boundary, exception, calculation, workflow, data integrity, permission, role and end-to-end scenarios.
· Record defects with sufficient information to reproduce and diagnose the issue.
· Distinguish defects from requirements gaps, configuration issues, data issues, training issues and enhancement requests.
· Work collaboratively with developers to clarify expected versus actual outcomes.
· Conduct regression testing and validate fixes.
· Provide evidence-based UAT sign-off recommendations.
· Contribute to reducing development-to-UAT rework by identifying requirements and business-rule gaps before coding.
3.5 Customer and Provider Liaison
· Act as a professional liaison between CMP and Home Care providers.
· Conduct requirements discussions and understand the operational problem behind a customer request.
· Demonstrate CMP functionality in terms of real provider workflows rather than simply demonstrating software screens.
· Gather, assess and document customer feedback.
· Distinguish product defects, configuration issues, training issues and enhancement requests.
· Communicate customer requirements and priorities internally.
· Support implementation, onboarding and ongoing customer enablement.
· Build constructive professional relationships with frontline users, operational managers and senior stakeholders.
3.6 Customer Onboarding and Training
· Develop onboarding programs, user guides, process guides, quick-reference guides, presentations, FAQs, knowledge-base content, demonstration scripts, exercises and workflow explanations.
· Produce or substantially contribute to professional video-based training.
· Use screen recording, voice-over, editing and other appropriate digital-media tools.
· Keep training materials current as CMP functionality and processes change.
· Structure training around practical customer workflows and desired outcomes.
3.7 Product Demonstrations
· Conduct product demonstrations for prospective and existing providers.
· Explain why a function is required, what information is entered, how information flows through the system, what happens when circumstances change and what downstream operational or financial impacts may occur.
· Adapt demonstrations to the audience's operational knowledge and responsibilities.
3.8 Continuous Improvement
· Proactively identify opportunities to improve product functionality, business processes, customer experience, onboarding, training, UAT, requirements documentation, quality controls and operational workflows.
· Identify recurring defects, requirements weaknesses and sources of avoidable rework.
· Recommend practical improvements and participate in their implementation.
· Contribute to the evolution of CMP's business analysis and quality practices.
4. Decision-Making and Authority
· Own the quality and completeness of assigned business analysis deliverables.
· Challenge requirements, proposed solutions or test outcomes where evidence indicates they do not satisfy the business need.
· Escalate unresolved business-rule, compliance, customer or product risks to the appropriate CMP decision-maker.
· Recommend whether functionality is ready for UAT or whether identified gaps should prevent progression.
· Do not independently approve material product, contractual, financial or regulatory commitments outside delegated authority.
5. Essential Experience and Qualifications
· Substantial practical experience in the Australian Home Care sector, including genuine operational experience rather than only general aged-care knowledge.
· Demonstrated business analysis experience covering requirements gathering, process analysis, business rules, user stories, acceptance criteria, process mapping, functional requirements and traceability.
· Demonstrated ability to independently develop and execute meaningful UAT.
· Experience working directly with customers, providers, stakeholders or operational users.
· Strong IT literacy across SaaS applications, Microsoft Office, spreadsheets, data concepts, web applications, workflow systems, screen-recording/video tools and software development teams.
· Demonstrated ability to develop training and explain complex software processes clearly to non-technical users.
· Exceptional written communication and documentation skills.
6. Highly Desirable Experience
· Support at Home (SaH), Home Care Packages (HCP) and/or CHSP.
· Aged care funding, claiming, client contributions, care management, Assistive Technology and Home Modifications, End-of-Life funding and reablement/restorative care.
· Provider reconciliation, statements, reporting, rostering, payroll interfaces, billing, invoicing and financial management.
· Client management systems, clinical systems and SaaS implementation projects.
· API/integration concepts, SQL/data analysis, Jira or equivalent, Agile development, software testing, regression testing, defect management and software implementation.
7. Personal Attributes and Behavioural Expectations
· Analytical and methodical; able to break complex operational requirements into precise rules and system requirements.
· Commercially aware and conscious of customer value, product viability and implementation practicality.
· Customer focused, while maintaining appropriate product, quality and governance discipline.
· Highly detail oriented and willing to investigate inconsistencies, omissions and calculation errors.
· Technically curious and comfortable working with developers, data and software concepts.
· An excellent communicator across technical, operational and executive audiences.
· Self-directed, accountable and capable of progressing work without continuous supervision.
· Comfortable challenging assumptions and asking 'What happens if...?' to uncover exceptions.
· Collaborative, respectful and professional when dealing with customers and colleagues.
8. Performance Measures – What Success Looks Like
· Requirements are sufficiently clear and complete for development to proceed without avoidable ambiguity.
· Business rules and acceptance criteria are documented and traceable.
· Requirements gaps and foreseeable exceptions are identified before development wherever practicable.
· UAT provides meaningful confidence that functionality works end-to-end.
· Defects are accurately classified, clearly documented and efficiently progressed.
· Regression testing demonstrates that fixes and changes have not introduced unacceptable impacts.
· Development-to-UAT rework attributable to unclear or incomplete requirements is reduced.
· Customer implementations are supported by accurate, practical and current training material.
· Training videos and other enablement material are usable by non-technical Home Care staff.
· Customer feedback is converted into actionable product, process or training improvements.
· The BA becomes a trusted subject matter expert within CMP.
9. Key Working Relationships
· CMP management and leadership.
· Product and software development personnel.
· Test/UAT and quality personnel.
· Home Care provider customers and prospective customers.
· Operational, clinical, finance and administrative stakeholders.
· External implementation or integration stakeholders where authorised.
10. Governance, Confidentiality and Information Security
· Comply with CMP policies, procedures, quality controls, security requirements and applicable workplace obligations.
· Protect CMP confidential information, intellectual property, source material, product information, customer information and business information.
· Use customer and business data only for authorised purposes and in accordance with CMP controls.
· Follow approved access, password, device, data handling, testing and environment controls.
· Do not disclose confidential information to unauthorised persons or use CMP information for personal or competing purposes.
· Promptly report suspected security incidents, privacy incidents, data integrity issues or material compliance concerns through CMP's approved escalation process.
· Ensure test data and demonstrations are handled appropriately and do not unnecessarily expose real customer or personal information.
11. Intellectual Property and Work Product
All work product created in the course of employment for CMP, including requirements, business rules, specifications, process maps, test cases, training material, videos, documentation, analysis, templates and other materials, is to be created, stored and managed in accordance with CMP's employment terms, policies and applicable law.
12. Conflict of Interest
The employee must promptly disclose any actual, potential or perceived conflict of interest, including interests or activities that could affect impartiality when dealing with customers, suppliers, competitors or other stakeholders.
13. Change and Flexibility
CMP is a growing technology company. The position may reasonably evolve as the product, customer base, regulatory environment and operating model develop. The employee may be required to undertake other duties that are within the employee's skills, experience and reasonable scope of the position.
14. Recruitment Assessment
Shortlisted applicants may be required to complete a practical assessment based on a Home Care business scenario. The assessment may test operational understanding, requirements analysis, business-rule identification, process analysis, acceptance criteria, UAT test design, defect reasoning and communication. Candidates may also be asked to demonstrate how they would explain a software process to a Home Care provider.
15. Critical Suitability Requirement
The role requires a combination of Home Care operations, business analysis, technology, UAT and customer enablement capability. A generic IT Business Analyst without substantial Home Care operational experience is unlikely to satisfy the role. Conversely, extensive Home Care experience without the ability to document requirements, work with developers, perform UAT and produce digital training material is also unlikely to satisfy the role.
16. Employment Conditions
· Employment is subject to satisfactory reference checks and any other checks reasonably required by CMP and permitted by law.
· Applicants must have appropriate Australian working rights. Where applicable, visa sponsorship may be considered for an exceptionally suitable candidate, subject to immigration requirements and CMP's ability to sponsor the position.
· Any probationary period, notice period, remuneration arrangements and other employment conditions will be set out in the employment agreement.
· This position description should be read together with the employee's employment agreement and CMP policies. Where there is any inconsistency, the applicable employment agreement and lawful CMP policy provisions prevail.
17. Additional Clauses Recommended for the Employment Agreement
The following are recommended as separate employment-agreement provisions rather than relying solely on this position description:
· Confidentiality and protection of trade secrets.
· Intellectual property ownership and assignment, including software-related documentation, training content and business analysis artefacts.
· Privacy, data protection and acceptable use of systems.
· Cybersecurity and information-security obligations.
· Use of company equipment, accounts, credentials and approved software.
· Conflict of interest and outside employment/business interests.
· Customer and supplier conduct requirements.
· Return of company property and information on termination.
· Post-employment confidentiality and any restraint provisions, but only to the extent legally appropriate and professionally drafted.
· Compliance with applicable workplace health and safety, anti-discrimination, bullying and harassment requirements.
18. Review and Acknowledgement
This position description is intended to describe the principal responsibilities and requirements of the role. It is not an exhaustive list of every duty that may be required. The position should be reviewed periodically to ensure that it remains aligned with CMP's product, customers, technology, regulatory environment and business strategy.
Employee name
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Employee signature / date
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CMP representative / date
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Pay: $80,000.00 – $85,000.00 per year
Benefits:
- Maternity leave
- Parental leave
Work Location: Hybrid remote in Melbourne VIC 3000
