Gather and validate end-to-end business requirements for CRM/ERP solutions, map processes, run sprint QA and UAT, support delivery and post-go-live adoption, prioritize intake, and drive continuous process improvement to improve efficiency and customer experience.
Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
Responsibilities
Translate business needs into clarity
Ensure end-to-end requirements are consistently captured and validated, enabling CRM and ERP solutions that reduce rework and accelerate delivery.
Enable fit-for-purpose solutions
Deliver process-driven, scalable solutions across Customer Experience Portals, Lead-to-Cash, Field Service, and Revenue Management that directly improve efficiency and customer experience.
Execute structured intake to enable prioritization
Ensure all requests are consistently documented and assessed, allowing BTS to allocate resources effectively and focus on the highest-value initiatives.
Surface and address process gaps
Proactively identify inefficiencies, dependencies, and unclear ownership during discovery, reducing late-stage issues and ensuring cross-system alignment.
Support seamless delivery
Partner with technical teams to design, test, and deploy solutions that integrate smoothly across systems and minimize disruption to business operations.
Participate in sprint QA testing
Execute functional QA each sprint by validating acceptance criteria, running test cases, logging defects, and collaborating with developers on fixes.
Drive confident adoption
Lead structured UAT and post-implementation support, ensuring new capabilities are adopted by end-users, with measurable improvements in usability and operational performance.
Optimize processes continuously
Regularly evaluate business processes to identify and deliver automation and simplification opportunities, improving efficiency and scalability across teams.
Capabilities
Requirements & Analysis
Skilled at eliciting, analyzing, and translating complex or ambiguous business needs into clear, validated, and testable requirements.
Business Acumen & Prioritization
Understands business goals and value drivers to prioritize initiatives effectively and ensure analysis efforts support organizational strategy.
Communication & Facilitation
Strong communicator who can engage stakeholders at all levels, lead discussions to clarify ownership and priorities, and bring cross-functional teams to alignment.
Structure & Detail Orientation
Brings clarity through consistent documentation, process mapping, and knowledge management.
Continuous Improvement & Adaptability
Comfortable refining intake and analysis frameworks, anticipating risks, and adjusting to fast-paced or ambiguous environments.
Qualifications
Education & Background:
•Bachelor’s degree in Computer Science, Business Management, Information Management Systems, or a related field (or equivalent experience).
•2+ years of experience in a Business Systems Analyst or hybrid cross-functional role (BA/QA/PM) within a software development environment.
•Proven ability to analyze complex business processes, translate them into system requirements, and support delivery across multiple platforms.
•Hands-on experience supporting all phases of the Software Development Lifecycle (SDLC), including requirements, testing, deployment, and post-go-live support.
•Strong communication and facilitation skills; able to work cross-functionally with business users, developers, QA, and external vendors.
•Ability to manage competing priorities in a fast-paced environment while maintaining accuracy and attention to detail
•Self-starter with the ability to drive clarity, structure, and documentation independently.
•Familiarity with development management tools such as JIRA, Confluence, and other software development management /documentation platforms.
•Exposure to both business process modeling and technical requirements gathering (system inputs/outputs, data flows, integrations).
•
Certifications & Development (Advantageous)
•Salesforce Administrator or Trailhead badges (preferred but not required)
•Exposure to Agile or Scrum methodologies (certifications a plus: Scrum Foundations, Certified Scrum Master)
•Interest in process improvement (Lean, Six Sigma, etc.)
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"
- We do not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group
- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co
If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.
Coates Group Chicago, Illinois, USA Office
112 N May St, Chicago, Illinois , United States, 60607
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What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
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