Position Overview:
We are seeking a talented and analytical Digital Business Analyst to join our team. The
Digital Business Analyst will play a key role in understanding and improving our clients'
digital processes, identifying opportunities for innovation, and ensuring successful
implementation of digital transformation initiatives. This role requires a strong analytical
mindset, excellent communication skills, and a deep understanding of digital technologies
and business processes.
Key Responsibilities:
Business Analysis:
- Conduct detailed analysis of clients' digital processes and systems. this includes customer ticketing systems, omnichannel technologies (eg. Zendesk, CXONE), CRM & Customer Billing platforms.
- Identify gaps, inefficiencies, and opportunities for improvement.
- Develop comprehensive business requirements and specifications for digital projects.
•Capture & manage user stories in Jira.
- Process documentation, and identification of key dependencies.
Stakeholder Engagement:
- Collaborate with clients, stakeholders, and cross-functional teams to gather and document requirements.
- Facilitate workshops and meetings to elicit business needs and priorities.
- Communicate effectively with technical and non-technical stakeholders.
Solution Design:
- Work closely with the technical team to design and develop digital solutions that meet business needs.
- Create process models, wireframes, and prototypes to illustrate proposed solutions. (When required)
- Ensure solutions align with clients' strategic objectives and technical architecture.
Project Management:
- Assist in the planning, coordination, and execution of digital transformation projects.
- Monitor project progress, identify risks, and implement mitigation strategies.
- Ensure projects are delivered on time, within scope, and within budget.
•Create & Manage Jira boards
Data Analysis:
- Analyze data to provide insights and recommendations for decision-making.
- Develop and maintain dashboards, reports, and visualisations to track key performance indicators.
- Utilise data analytics tools to support business analysis and reporting.
Change Management initiatives:
- Support clients in managing change related to digital transformation
- Develop training materials and conduct training sessions for end-users.
- Provide ongoing support and troubleshooting as needed.
Qualifications and Skills:
- Minimum Bachelor's degree in Information Technology, or a related field. A Master's degree is a plus.
- Proven experience as a Business Analyst, preferably in a digital or technology- focused environment.
- Strong understanding of digital technologies, business processes, and data analysis.
- Proficiency in business analysis tools and methodologies.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional communication and interpersonal skills.
- Ability to work collaboratively with diverse teams and stakeholders.
- Proficiency in project management and data analysis tools (e.g., JIRA, Microsoft Project, Tableau, Power BI).
- Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
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