JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4
DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025
REPORTS DIRECTLY TO: Enterprise Business Performance Manager
LEVEL: Intermediate
CONFIDENTIAL
1.0. BASIC FUNCTION:
A Business Analyst is responsible for bridging the gap between IT and business using data analytics
and system knowledge to assess processes, determine requirements, and deliver recommendations and
reports to stakeholders. This role focuses on functional system requirements and business process
improvements across the project and system lifecycle.
The Business Analyst will work closely with developers and system architects to ensure business
needs are accurately interpreted and solutions are aligned with organisational goals.
2.0. KEY PERFORMANCE AREAS:
• Requirements Elicitation and Analysis
• System Integration and Testing Support
• System Support
• Project Management and Implementation Support
• Change Management
3.0. DUTIES AND RESPONSIBILITIES:
3.1. Requirements Elicitation and Analysis:
• Engage with business stakeholders to understand their needs, objectives, and challenges,
translating these into clear and comprehensive functional requirements and business process
documentation.
• Elicit requirements using techniques such as interviews, workshops, document analysis,
surveys, site visits, and business process descriptions.
• Analyse existing processes and systems to identify gaps and opportunities for improvement,
recommending appropriate enhancements.
• Document and communicate business needs and functional requirements clearly to
stakeholders, IT teams, and leadership through reports, documentation, presentations, and
meetings.
• Utilize UML (Unified Modelling Language) diagrams, process flows, and user stories to clearly
capture and document business requirements and system processes.
• Develop and maintain Entity Relationship Diagrams (ERDs) to represent data models and
relationships within business systems.
• Create use case diagrams to illustrate system interactions and define functional requirements
for stakeholders and development teams.
• Collaborate with stakeholders to ensure requirements are accurately captured through detailed
documentation, including user stories and process flows.
JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4
DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025
REPORTS DIRECTLY TO: Enterprise Business Performance Manager
LEVEL: Intermediate
CONFIDENTIAL
• Work collaboratively with developers and system architects to validate feasibility, ensure
accurate understanding of business requirements, and align solutions with technical
capabilities.
3.2. System Integration and Testing Support:
• Act as a liaison between business stakeholders and technical teams to ensure alignment on
requirements and solutions.
• Support system integration initiatives by providing business input and validation during
integration efforts.
• Coordinate and assist in testing activities, including system testing and user acceptance testing
(UAT), ensuring solutions meet business requirements.
• Help troubleshoot and validate issues identified during testing phases.
• Interpret API documentation for business understanding and support in integration discussions.
• Assist with basic system configuration and setup activities where applicable, ensuring
alignment with business requirements and project objectives.
• Support/Facilitate post-deployment testing activities to ensure the system operates as expected
and meets business requirements.
3.3. System Support:
• Provide business-side support for system functionality and assist in troubleshooting issues
related to data integrity and business processes.
• Perform data validation and basic analysis using SQL queries, stored procedures and reports.
• Assist in defining and validating front-end business rules and workflows for user interfaces
(e.g., WPF screens).
• Develop and maintain business-facing documentation such as user manuals, system usage
guidelines, and process documentation.
• Assist with system configuration and maintenance tasks where applicable to support smooth
and continuous business operations.
3.4. Project Management and Implementation Support:
• Support project planning activities, including gathering business needs, assisting with scope
definition, and identifying key milestones.
• Work with cross-functional teams to support system implementation, process improvement
initiatives, and deployment activities.
• Drafting and/or edit of HTML files where minor updates to system interfaces or documentation
are required.
• Support the review, editing, and basic configuration of WPF (Windows Presentation
Foundation) workflows to ensure alignment with business process requirements.
JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4
DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025
REPORTS DIRECTLY TO: Enterprise Business Performance Manager
LEVEL: Intermediate
CONFIDENTIAL
• Provide training and support to end-users to promote system adoption and effective use of new
solutions.
• Facilitate /Assist with deployment governance and control by ensuring adherence to established
deployment protocols, risk mitigation strategies, and change management procedures.
• Assist in the preparation and tracking of project scorecards to monitor project progress, identify
risks, and ensure alignment with objectives.
• Coordinate and facilitate user acceptance surveys to gather feedback on system performance,
identify issues, and ensure successful system adoption.
3.5. Change Management:
• Participate in the change management process by analysing business impacts and assisting with
the implementation of operational changes.
• Evaluate risks associated with proposed changes and recommend mitigation strategies.
• Foster stakeholder engagement by building strong relationships and tailoring communication
to diverse audiences.
4.0. MINIMUM QUALIFICATION REQUIREMENTS:
• Bachelor’s degree in Informatics, Industrial Engineering, Information Systems or a related
field.
• Relevant certifications such as Entry Certificate in Business Analysis (ECBA), Certification of
Competency in Business Analysis (CCBA), Certified Business Analysis Professional (CBAP),
Agile Analysis Certification (AAC) or similar are advantageous.
• Project management-related qualifications, such as CAPM, PMP, or Agile certifications, would
be advantageous.
5.0. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
• Analytical Thinking and Problem-Solving: Ability to critically assess information, diagnose
issues, and propose effective solutions.
• Communication Skills: Exceptional written and verbal communication skills, with the ability
to communicate effectively with both technical and non-technical audiences.
• Technical Acumen: Good understanding of IT systems and concepts, with the ability to
collaborate effectively with developers, architects, and testers.
• Detail-oriented: Strong attention to detail to ensure accuracy and thoroughness in analysis and
documentation.
• Interpersonal Skills: Ability to build strong working relationships across business and IT
teams.
• Adaptability: Ability to work in dynamic environments and adapt to changing priorities.
• Project Management: Strong organisational skills to manage multiple initiatives and
deadlines.
JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4
DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025
REPORTS DIRECTLY TO: Enterprise Business Performance Manager
LEVEL: Intermediate
CONFIDENTIAL
• Ability to work effectively in a high-stress, high-paced environment.
• High emotional intelligence (EQ), with the ability to navigate complex interpersonal dynamics
and remain composed under pressure.
• SQL scripting, query development, and the creation or modification of stored procedures and
triggers for data validation and analysis.
• Ability to read and interpret API documentation to support business integration needs.
• Understanding of data models, relational databases, and data mapping concepts.
• Proficient in creating business and functional requirements documentation.
• Experience using API testing tools (e.g., Postman, Swagger) for validation and understanding
of integrations.
• Exposure to WPF (Windows Presentation Foundation) or similar front-end frameworks is
advantageous.
• Basic understanding of HTML for editing and maintaining user-facing system content or
documentation.
6.0. WORK EXPERIENCE REQUIRED:
• 4+ years of experience in business analysis, systems analysis, or a related role.
• Experience working with business process modelling, data analysis, and requirements
documentation.
• Experience supporting system integration projects and working alongside development and system
architecture teams.
• Familiarity with Agile and/or Waterfall project delivery methodologies.
• Experience in the telecommunications industry is advantageous.
• Experience working with Zendesk and/or Splynx systems is advantageous.
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