Job Description

Business Analyst, Enterprise Service Management & SMS Business Case (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.

Our Values

• Creative Innovators — An opportunity to dream, bring our creative genius to life, making meaningful contribution and delivering innovation to the world stage.
• Curious & Resilient Explorers — In a world of uncertainty, we are a team of curious minds, who embrace the uncertain, creating a life of learning, exploration and inspiration. At JMC we grow our voice to be confident and unstoppable. We aren't afraid to fall, as we know we will rise.
• Inclusive Community of Connectors — We create meaningful pathways, only possible through our connections and impact.
• Empathetic & Compassionate Leaders — We care about every individual who walks through our doors, with kindness in our hearts and purpose in our minds.
• Honest, Accountable & of Uncompromising Quality — Our honesty, integrity and quality will not be compromised, as we strive to achieve our best. We are determined to reach our goals, as we hold ourselves and each other accountable.

Our Difference

Creative education requires a unique approach. This is why the JMC student experience is different. Our world-class studios, student spaces and hands-on learning inspire creative exploration, collaboration and innovation.

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.

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.