Business Analyst (ICT) - #1166444

The Business Analyst serves as the bridge between business stakeholders and technology teams, translating business needs into effective technology solutions that support operational excellence and business objectives. This role combines business analysis, application support, project coordination, and continuous process improvement to ensure successful delivery of technology initiatives and system enhancements.

We are looking for a proactive and analytical professional with strong stakeholder management and communication skills, who thrives in a fast-paced, collaborative environment. The ideal candidate is able to analyse business requirements, solve complex problems, communicate technical concepts to non-technical users, and leverage AI-enabled tools to improve workflows, productivity, and business processes.

Key Responsibilities:

Technical Support & Issue Management

• Act as the first point of contact for application and system-related issues, engaging stakeholders to diagnose root causes, resolve issues where possible, and escalate to the appropriate teams with sufficient context.

• Research, document, and maintain a knowledge base of common issues and FAQs to promote user self-service and improve support efficiency.

• Analyse and present support trends and recurring issues, providing insights to inform business improvements and future system enhancements.

Requirements Gathering & Analysis

• Engage business stakeholders to understand business needs, challenges, and objectives.

• Gather, document, and validate business requirements, user stories, and process flows, ensuring requirements are complete and actionable for technical teams.

• Analyse existing business processes to identify gaps, inefficiencies, and opportunities for process improvement, including the adoption of AI-enabled solutions where appropriate.

Solution Design & Documentation

• Translate business requirements into functional specifications, solution designs, and process documentation.

• Collaborate with technology teams and vendors to ensure proposed solutions are feasible and aligned with business objectives.

• Prepare and maintain project documentation, including Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), process maps, and user guides.

Project Support & Coordination

• Support the planning, coordination, and delivery of technology projects, monitoring timelines, risks, dependencies, and key milestones.

• Provide regular project updates to stakeholders and proactively identify and escalate project risks or issues.

• Plan, coordinate, and support System Integration Testing (SIT) and User Acceptance Testing (UAT), including test planning, test case development, execution, defect tracking, and validation.

Stakeholder & Vendor Management

• Serve as a liaison between internal teams and external vendors, ensuring clear communication, accountability, and delivery against agreed requirements.

• Build and maintain effective working relationships with stakeholders at all levels, managing expectations and communicating progress clearly.

Requirements:

• Degree in Business, Information Systems, Computer Science, or related field.

• 3–5 years of experience in a Business Analyst, Systems Analyst, or similar analytical and delivery-focused role within a technology environment.

• Hands-on experience with Salesforce CRM, Salesforce Commerce Cloud, or Marketing Cloud is an advantage.

• Experience supporting enterprise business applications and working with cross-functional stakeholders.

• Experience participating in technology implementation or digital transformation projects.

• Experience working with external vendors and system integrators.

• Experience preparing business documentation including BRDs, FRDs, process maps, user stories, and test cases

• Working knowledge of SQL for data analysis and troubleshooting.

• Understanding of REST APIs and API testing using Postman.

• Basic knowledge of HTML, JavaScript, and web technologies is an advantage.

• Familiarity with system integration concepts.

• Experience supporting SIT and UAT activities.

• Analytical thinking and structured problem-solving

• Stakeholder management and cross-functional communication

• Requirements elicitation and documentation

• Project coordination and agile ways of working

• Attention to detail with the ability to manage multiple priorities simultaneously