Senior Business Analyst – RICOM

Job Summary

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritizes wellbeing and choice.

About the Role

• The Senior Business Analyst – RICOM will help CARL sustainably run, improve and scale RICOM — Telstra’s core governance, risk and compliance platform (using Archers GRC platform).  We are seeking a senior subject matter expert for RICOM across operations, configuration, support and continuous improvement.
• RICOM is a strategic enterprise asset, underpinning how Telstra manages risks, controls, obligations, events, privacy, audit, business continuity, PCI and assurance. This role is critical to ensuring the platform is reliable, well-governed, fit-for-purpose and continuously improving.
• This is a hands-on role. You will own the day-to-day operation of RICOM, while also shaping its roadmap and driving practical improvements. You will manage issues and opportunities end-to-end — from understanding business needs, through to configuration, support, testing and adoption.
• You will work as part of a tight-knit, high-performing I+O team with a strong and supportive culture, where people enjoy working together and focus on delivering practical outcomes.

Important note: preferred location is Melbourne, VIC or Sydney, NSW; however, applicants across Australia will also be considered.

What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)

Why this role matters

• RICOM is a critical system of record for risk and compliance across Telstra.
• Demand is high and increasing, with significant ongoing support and change activity.
• The role enables:
  • improved user experience and support;
  • stronger governance and data quality; and
  • delivery of the RICOM roadmap.

What You’ll Do

Own RICOM operations

• Act as the senior SME for RICOM operations, configuration and support.
• Manage issues, defects, access requests, workflows and data problems.
• Support releases, upgrades, testing and stabilisation.
• Work closely with IT, Archer, vendors and stakeholders to maintain platform health.

Provide expert support and advice

• Deliver L1/L2 support and SME guidance across all RICOM modules.
• Investigate and resolve complex user and system issues.
• Convert repeat issues into guidance, FAQs and better support pathways.
• Improve support efficiency through intake forms and AI-enabled triage.

Configure and improve the platform

• Configure workflows, fields, modules, dashboards and reports.
• Translate business needs into practical, sustainable configurations.
• Drive usability, efficiency and data quality improvements.
• Implement APIs for ingestion of key reference data and exporting of data to other key systems.
• Add Archer Engage functionality to several user cases to improve line 1 experience.

Engage stakeholders and govern change

• Partner with Risk, Compliance, Privacy, Assurance and business teams.
• Support RICOM governance forums (Working Group / Steering Committee).
• Balance competing priorities and drive aligned outcomes.

Manage backlog and continuous improvement

• Maintain and prioritise enhancement backlog.
• Help shape and deliver the RICOM roadmap.
• Identify opportunities for automation, integration and data improvement.

Strengthen capability and reduce dependency

• Build internal RICOM capability and reduce vendor reliance.
• Document processes, configurations and common issues.
• Support a sustainable operating model for the platform.

About You

You will bring the following skills and experiences to be successful in the role:

Essential

• Strong experience with Archer’s GRC platform and other related Archer tools.
• Archer configuration experience (workflows, modules, reporting).
• Experience with risk, compliance, Business Continuity, Audit and controls or assurance processes.
• Experience supporting and configuring complex business systems.
• Strong stakeholder management and problem-solving skills.

• Ability to translate business needs into system changes.

Highly desirable qualifications

• Experience improving support models (intake, knowledge base, AI).
• Exposure to data, reporting, integration or process mapping.
• Familiarity with Telstra systems and governance environments.

How you work (mindsets)

• SME: Trusted expert who simplifies complexity.
• Operator / improver: Keeps things running while making them better.
• Business-first: Focused on practical outcomes, not just system changes.
• Calm problem solver: Works through complex issues with clarity.
• Stakeholder partner: Builds trust and follows through.
• Team contributor: Thrives in a close, supportive, high-performing team.

Success looks like

• RICOM runs with a clear, sustainable operating model.
• Knowledge is documented and no longer concentrated in one person.
• Support demand is better managed through improved pathways and self-service.
• Backlog is prioritised and progressing through a clear roadmap.
• Stakeholders trust the role as the go-to RICOM SME.
• RICOM is more reliable, usable and valuable as a strategic Telstra asset.

If you want to be surrounded by top talent at a company that gives back to the community, apply now!

________________________________________________________

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on [email protected] or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment