ICT Business Analyst

We are seeking an experienced full-time ICT Business Analyst to support our software-driven operations and ensure the effective integration of technology across our Australian locations. The role will contribute to enhancing our digital guest experience, optimising internal processes and supporting Stay Kula’s continued operational performance.

Benefits

Salary: $77,000–$100,000 plus superannuation

Employment Type: Full-time, 38 hours per week

Task & responsibilities

• Engage with stakeholders to gather and document business, functional and technical requirements for digital platform enhancements and operational initiatives.
• Identify and analyse booking patterns, guest behaviour, service usage and operational data to guide improvements to Stay Kula’s software systems and service delivery.
• Identify process inefficiencies within guest management, service delivery and property operations, recommending technology improvements to streamline workflows.
• Apply project management methodologies, principles and techniques to create project plans, estimate costs and manage ICT-related projects from initiation to completion.
• Map end-to-end business processes for property operations, guest services and digital workflows to identify gaps, inefficiencies and opportunities for automation.
• Review operational differences between locations (Sydney, Melbourne, Wollongong, etc.) and ensure processes and technology can scale consistently across cities.
• Evaluate risks associated with new ICT features, integrations or system upgrades and recommend mitigation strategies.
• Develop clear functional and technical specifications, user stories and workflow diagrams to support system development and enhancements.
• Work with development teams to translate business needs into practical system solutions for Stay Kula’s booking, check-in, CRM and concierge platforms.
• Design and implement test plans and acceptance criteria to ensure new digital features operate effectively and meet quality standards before rollout.
• Support software rollouts across multiple Australian properties, ensuring smooth deployment and minimal disruption to daily operations.
• Provide training sessions and user guides to operational teams, property supervisors and support staff to drive effective adoption of new systems or processes.
• Act as a central contact point for ICT-related inquiries, offering guidance to team members and assisting decision-makers with system-related insights.
• Collaborate with management to ensure digital solutions support business growth, enhance guest experience and maintain consistency across all Stay Kula locations.

Qualification & experience

• Bachelor’s degree or higher in information technology, computer science or a related field
• Minimum of 3 years’ experience as an ICT Business Analyst
• Strong understanding of process mapping, workflow documentation and business analysis methodologies
• Experience working with digital platforms, CRM systems or property/hospitality management software (preferred but not essential)
• Ability to analyse data to inform system improvements and operational decisions
• Strong communication, stakeholder engagement and problem-solving skills