Job Description

• Engage stakeholders to gather, analyse, and clarify business requirements
• Translate business needs into clear functional and system requirements
• Map end-to-end processes, user journeys, and system flows (AS-IS / TO-BE)
• Define use cases, user stories, acceptance criteria, and UAT scenarios
• Ensure solutions align with business objectives and operational realities

• Work closely with developers, architects, and vendors to define technical requirements
• Analyse system integrations, APIs, data flows, and dependencies
• Support solution design by validating feasibility, constraints, and impacts
• Assist in defining non-functional requirements (performance, reliability, security)
• Review technical designs to ensure alignment with business intent

• Act as a key liaison between business, technical, and operations teams
• Support system testing, UAT, and post-production validation
• Assist in issue analysis, root cause investigation, and solution improvements
• Support change requests, enhancements, and production deployments
• Maintain clear and up-to-date documentation throughout the project lifecycle

Job Requirements

• Minimum 3 years of experience as a Business Analyst / Solution Analyst / Technical BA
• Strong experience in system and functional requirement analysis
• Solid understanding of system architecture and integrations
• Ability to communicate effectively with both business and technical teams
• Experience working in Agile / Scrum or hybrid delivery environments is preferred

• APIs (REST), JSON/XML
• Basic SQL or data analysis skills
• System workflows, integration patterns, and error handling
• Experience working with enterprise systems, digital platforms, or automation

• IVR / Contact Centre platforms (e.g. NICE CXone)
• RPA solutions
• CRM / Ticketing System / Workflow System
• Telecom, customer service, billing, or operations systems

Skills