Role Summary:

The 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.

Responsibilities:

• 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.
• Work collaboratively with developers and system architects to validate feasibility, ensure accurate understanding of business requirements, and align solutions with technical capabilities.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualification Requirements:

• Matric / Grade 12
• 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.

Work Experience:

• 4+ years of experience in business analysis, systems analysis, or a related role.
• Proven experience working with business process modelling, data analysis, and requirements documentation.
• Proven experience supporting system integration projects and working alongside development and system architecture teams.
• Familiarity with Agile and/or Waterfall project delivery methodologies. 
• Experience within in the telecommunications industry (Advantageous). 
• Experience working with Zendesk and/or Splynx systems (Advantageous).