Job Description

ROLE PURPOSE
The Business Analyst plays a pivotal role in driving operational excellence, customer experience, and digital transformation within the Service Management domain. This role is responsible for obtaining, analysing, and documenting business requirements, identifying process improvement opportunities, and enabling data-driven decision-making through effective reporting and stakeholder engagement, and the integration of emerging technologies such as AI and machine learning.
ROLE REQUIREMENT
. Requirements Engineering & Documentation

• Collaborate with stakeholders to gather and validate business requirements.
• Produce high-quality Business Requirement Documents (BRDs), User Stories, and Standard Operating Procedures (SOPs).
• Ensure documentation is clear, timely, and aligned with business goals and governance standards.
• Process Improvement & Optimization

• Conduct gap analyses and identify opportunities for process enhancements.
• Drive implementation of improvements that reduce incidents, rework, and cycle times.
• Recommend and support automation, digital workflows, and smarter reporting solutions.
• Leverage AI and machine learning to identify patterns, predict service issues, and optimize processes.

3. Service Management & Tool Utilisation

• Demonstrate proficiency in ServiceNow, MSPI, and other service management tools.
• Provide coaching and mentoring to junior analysts and service team members.

• Ensure high data quality in business systems and tools.
• Design and maintain dashboards and reports that support operational insights and decision-making.
• Champion the evolution from spreadsheet-based reporting to automated, intelligent dashboards.
• Integrate AI-driven analytics and predictive models into reporting frameworks.
• Stakeholder Engagement & Collaboration

• Facilitate JAD sessions, workshops, and cross-functional forums.
• Align requirements across departments to avoid escalations and ensure seamless delivery.
• Create and maintain training materials, support documents, and knowledge assets.
• Promote knowledge sharing and continuous improvement across teams.
• Project Delivery & Ownership

• Deliver business analysis outputs within agreed project timelines
• Ensure deliverables meet quality standards.
• Independently manage small-to-medium projects from initiation to closure.
• Support agile delivery models and contribute to sprint planning and retrospectives.
• Capability Building & Continuous LearningStay abreast of industry trends in AI, machine learning, and digital service management.

PROFESSIONAL COMPETENCIES
Integrity & Professionalism

• Maintains confidentiality, delivers with accountability, and upholds ethical standards in all interactions.

Adaptability

• Responds effectively to changing priorities, technologies, and business needs.

Proactive Initiative

• Proactively identifies opportunities for improvement and takes ownership of solutions.

Resilience

• Handles pressure and setbacks constructively while maintaining performance.

Growth Mindset

• Committed to continuous learning and personal development.

Customer Focus

• Prioritizes stakeholder needs and delivers user-friendly, value-driven outcomes.

Innovation Orientation

• Embraces new ideas, tools, and approaches to improve service delivery.

Accountability

• Takes responsibility for deliverables, timelines, and quality outcomes.

QUALIFICATIONS & EXPERIENCE

• Bachelors Degree or Advanced Diploma in Information Technology, Computer Science, or a related field.

Certifications (Preferred):

• ITIL Foundation
• Lean Six Sigma Yellow Belt
• Agile or DevOps Awareness

Professional Experience:

• 3-5 years of relevant experience in Business Analysis, data analytics, or IT operations within the telecommunications or enterprise IT sector
• Experience with ServiceNow, Agile, ITIL
• Exposure to AI/ML tools (e.g., Power BI AI, Azure ML)
• Demonstrated expertise in Business Analysis, reporting, and customer engagement

Skills Required