Business Analyst (SNS02552)
Job Description
- Analysis of Business requirements.
- Documentation of Business requirements.
- Business model analysis.
- Business process analysis.
- Business processes modelling.
- Functional requirements and business cases analysis.
- Risk analysis.
- Assistance in Business cases, Vision documents, Project Charters and Security Plans.
- 2nd line support analysis, tracking and monitoring of business workflow application problems and impediments up to their resolution
- Analysis and redaction of detailed problem descriptions and reports as meaningful input for upstream support teams (3rd line, application developments teams)
- Resolution Time Analysis (SLA related) – Investigate why certain tickets take longer to resolve,
- identifying contributing factors such as resource bottlenecks, communication gaps, or escalation delays.
- Quality Monitoring & Assessment (Evaluate the quality of ticket handling, communication, and resolution across HD teams (L1, L2, L3, …))
- Service Improvement Initiatives (Recommend and lead the implementation of improvements in
- administrative processes, communication standards and knowledge usage)
- Collaboration with stakeholders (Work closely with the Problem Manager, Knowledge Manager and
- Team Leaders to ensure integration of quality goals across all support functions)
- Implementation & Change Ownership (Take ownership of proposed improvement initiatives from
- planning to execution, ensuring they are successfully embedded into daily operations)
- Reporting & Communication (Prepare and present quality reports, dashboards and performance
- summaries to stakeholders at various levels of the organization (Team Leaders, upper management))
Knowledge and Skills:
- Following skills and knowledge are required for the performance of the above listed tasks:
- Good knowledge of information systems matters.
- Good knowledge of large organisation administrative business processes.
- Good knowledge of analysis/modelling tools and techniques (use case diagram, state diagram, entity relationship model, interaction diagrams etc.).
- Clear and structured writing skills, both for analysis documents and technical documentation.
- Good knowledge of BPMN or UML or other with equivalent value.
- Good knowledge of Wiki and collaborative sites.
- Knowledge of software development methodologies (e.g. RUP, Agile).
- Excellent critical thinker, by using logic and reasoning to identify strengths and weaknesses of alternative solutions.
- Proven knowledge in end-user assistance and/or support of information systems, especially in the
- context of the analysis and resolution of business workflow application problems and impediments.
- Good understanding of business processes and requirements in the private and/or public sector (e.g. financial, procurement, etc.).
- Good reporting methods.
- Very good knowledge of MS-OFFICE tools.
- Experience in using JIRA.
- Ability to give business and technical presentations
- Nice to have : experienced in Implementation of Virtual Agent / AI chatbots
Specific Expertise:
Good knowledge of specific support tools or techniques and documentation writing in the context of the analysis and resolution of business workflow application problems and impediments. (minimum 3 years).
Hiring Team Member
