Business Analyst

Key Roles and Responsibilities:

Acts as a bridge between the business problems and the technology solutions.

Supports the analysis, transformation and ultimately works towards resolving business problems with the help of technology.

Works with internal clients and applies best practice methodologies to determine business requirements and to define solutions to address business, process, information and system problems, improvements or change.

Delivers business projects in line with sponsor requirements and enterprise architecture.

Proactive development and deployment of enhanced services and platforms, covering all the functional aspects from service/product definition through to build and deployment.

Ensures the identification and documentation of operational gaps including user guides, templates, test cases and related user training.

Assists with the resolution of issues pertaining to the service.

Adheres to and follow the relevant development and support processes.

Communicates and escalates if any issues arise or deliverables cannot be met and request assistance to ensure closure of issues.

Takes responsibility for delivery of project elements under relevant guidance and supervision.

Knowledge, Skills and Attributes:

Demonstrated understanding of business practices and processes

Team player who displays good client service orientation with well-developed administrative and organisation skills

Developing expertise in specific systems, processes and technologies that they will be required to analyse

Meticulous attention to detail whilst working under pressure

Excellent verbal and written communication skills

Ability to listen empathetically

Ability to build rapport and engage effectively with a variety of stakeholders

Knowledge of project management methodology

Good analytical skills with the ability to convert business requirements into operational deliverables (functional requirements) to meet business objectives

Good documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations

Very good working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio

Understanding of systems generally used in a services organisation e.g. ServiceNow, Siebel, Remedy, SAP, EMS would be advantageous

Academic Qualifications and Certifications:

Relevant Bachelor’s degree or equivalent with related demonstrable experience

Project management certification would be advantageous

IIBA Membership required

PMI PBA

Relevant technology certification(s) required, such as ITIL

Required Experience:

Moderate level experience as a Business Analyst gained within a technology services environment

Moderate level experience as a system administrator or developer would be advantageous

Developing experience in and with all operational aspects of a Services business, preferably with a Systems Integrator

Developing experience in the business requirement gathering, use case definition, process mapping and implementing new services and systems

Understanding of and experience with ITIL (IT Infrastructure Library) and the application of ITIL tools within a service integrator