Project Officer – CRM

About the role

Project Officer CRM - 1.0 FTE Fixed term contract to 30th June 2027.

The Project Officer will support the effective operation, enhancement and ongoing development of the organisation's customer relationship management system, SugarCRM. Working closely with internal stakeholders and the external vendor, the role will assist with system testing, issue identification, process improvement and the implementation of changes that support business needs.

The role is also responsible for developing clear user guidance materials, supporting end-user training, preparing reports and maintaining effective communication between users, management and the system vendor. This position requires a practical understanding of CRM systems, strong organisational skills and the ability to translate business needs into clear documentation, testing outcomes and system support activities. The Project Officer will contribute to continuous improvement by promoting consistent system use, supporting data quality and helping staff build confidence in using the CRM effectively.

How to be successful:

Write a cover letter of no more than 3 pages explaining how your work experience meets the essential minimum requirements and desirable requirements, and include your CV. Applications that do not provide a cover letter that addresses the selection criteria and a CV will not be considered.

Before you apply, please read the full job description at: https://comhwa.org.au/about-us/work-with-comhwa/

If you use AI in the course of preparing your application, please include a short statement declaring your use of AI.

Key responsibilities

• Support the administration, maintenance and continuous improvement of the SugarCRM system

• Coordinate and undertake basic user testing of scheduled updates

• Identify, document and track system issues, defects and improvement opportunities

• Liaise with the CRM vendor and internal stakeholders to communicate requirements, monitor progress and support issue resolution

• Develop, review and maintain user guides and training resources

• Deliver or coordinate training and support for system users to promote effective and consistent use of the CRM

• Assist with the development of reports, dashboards and data extracts to meet operational and management reporting needs

Essential Criteria

• It is a genuine occupational qualification of this position to have a lived experience of mental health/social and emotional wellbeing issues and recovery in accordance with section 66(s)(c) of the Equal Opportunity Act 1984.

• Tertiary or vocational qualifications in information technology

• Demonstrated experience working with a customer relationship management (CRM) system; experience with SugarCRM highly desirable

• Experience in system testing, including documenting test scenarios, outcomes and issues

• Ability to prepare clear user guides, procedural documents and training materials

• Experience delivering training or providing user support in a systems or business application environment

• Excellent interpersonal, written and verbal communication skills with a strong team orientation and consumer focus

• Ability to work autonomously and use initiative to meet required outcomes

About us

Consumers of Mental Health WA (CoMHWA) is Western Australia’s consumer-led peak body for people with lived experience of mental health issues. Through systemic advocacy, training and education, peer-focused initiatives and sector engagement, we work to strengthen the voice, leadership and expertise of mental health consumers across the state. We are a lived experience organisation who are 100% Peer-led.