The Business Analyst is tasked to deliver business solutions and process improvements that support the strategic corporate objectives by:

• Determining and defining the business requirements of a project or program; 

• Defining and executing test requirements;

• Deploying the business solution;

• Applying change management process; 

• Providing post implementation support

JOB DESCRIPTION

1.     Elicit, analyze and document the business requirements.

Major Activities:

1.   Analyze the business requirements.

2.  Identify quick wins and opportunities for automation and innovation.

3.  Prepare the Business Requirements Document.     

4.  Secure User sign off on final defined Business Requirements Document.

5.  Communicate signed off Business Requirements to the Development team/partner for technical design and program modification.

6.  Maintain updated version of Business Requirements Document for any change request. 

2.     Define and execute testing requirements.

 Major Activities:

1.   Define and document test conditions through the test matrix based on the signed off business requirements.

2.   Prepare test data. 

3.   Execute functional testing.

4.   Document the test results in test matrices.

5.   Report test issues through an exception report tool and coordinate with the users and Development Team for resolutions.

6.   Maintain updated versions of the test matrices. 

7.   Secure sign-off of the functional testing.

3.     Deploy the Business Solution

 Major Activities:

1.    Prepare the Manual of Procedures/Implementing guidelines for the business solution to be implemented. 

2.   Secure User sign off on the Manual of Procedures/implementing guidelines.

3.   Conduct user training or orientation, where applicable.

4.   Prepare Project Win

4.     Provide Post Implementation Support and apply Change Management Process

 1.   Report post- implementation issues through an exception report tool

a.      Analyze and provide recommendation on the issue.

b.     Coordinate with Users and/or Development Team for resolution of the issue, if applicable.

c.      Perform testing of the resolution provided.

d.      Secure sign off from Users

e.       Ensure timely deployment of resolution to production.

2.     Raise change in requirements to resolve issues reported if any.

3.     Update the Business Requirements Document for any approved change request. 

In support of Company operations, the incumbent may be required to perform other related functions from time to time.

Professional Experience

• Minimum of 3–5 years of experience as a Business Analyst, preferably in IT Operations or Digital Transformation projects

• Background in ITIL processes, service management, and operational support analysis

• Experience working in ITSM platforms and familiarity with cloud environments (AWS, Azure, Genesys Cloud is a plus)

Technical Skills

• Strong understanding of IT infrastructure, systems, and support operations

• Ability to interpret and document technical requirements, workflows, and process improvements

• Proficiency in data analysis, using tools like Excel, SQL, Power BI, or similar

Soft Skills

1. Strong communication and collaboration skills across IT and business units

2. Analytical mindset with problem-solving capabilities

3. Ability to gather, document, and validate business requirements effectively

4. Detail-oriented with excellent organizational and documentation skills

5. Comfortable in a fast-paced, agile environment with shifting priorities

Please refer to job description.