Business Analyst (MY)

Job Overview

• As a Digital Business Analyst, you will be a key member to play a crucial role in bridging the gap between business objectives and technology solutions, focusing on digital initiatives. Your expertise in analyzing business processes, identifying opportunities for improvement, and facilitating effective digital transformation will be essential to drive success. You will collaborate with peers from other fields such as project managers, solution engineers/architects, software developers, and UX designers to design, develop and deliver products for USER clients on the service management platform that digitalizes the delivery and support of the Services to client and its stakeholders.

What to Expect:

You will be involved in a range of tasks including the following:

• Apply Design Thinking / Service Design methodology and tools to develop and execute the approach to derive the current state and its gaps and challenges, and future states designs and solutions.
• Engage with business stakeholders to understand their digital needs, gather requirements, and ensure alignment with overall business goals.
• Collaborate with product managers to develop user stories and plan, design and facilitate workshops.
• Elicit and document clear and comprehensive requirements, ensuring they are feasible, measurable, and aligned with digital objectives.
• Work closely with UX/UI designers and software developers to translate business requirements into well-defined digital solutions and to develop, test and deploy digital solutions.
• Conduct in-depth analysis of digital business processes, systems, and workflows to identify areas for improvement and optimization.
• Analyze digital data, user behavior, and performance metrics to derive insights and make data-driven recommendations for enhancing digital experiences.
• Analyse impact of requested changes and propose improvements to continuously address changing business needs, and work with support team to understand and address technical problems (Operations & Maintenance phase)
• Ensure system or product readiness for smooth deployment, adoption and operations
• Effectively communicate and present analysis findings, recommendations, and project updates to stakeholders at various levels of the organization.
• Collaborate with end-users to define test scenarios and conduct user acceptance testing to ensure digital solutions meet business requirements and deliver a seamless user experience.
• Assist in change management activities, including user training, documentation, and support during digital solution implementation and adoption.

How to Succeed:

• Minimum 5 years of relevant experience. Candidates with more years of experience will be considered for more senior roles.
• Minimum 3 years of relevant experience in enterprise software/web application implementations or development.
• Prior working experience in IT business analysis, solutioning design, and testing and support of digital products
• Participated in at least one full software or product development cycle, preferably using Agile Methodology
• Good experience in end-to-end application implementation including but not limited to areas such as understanding business requirements, and managing the change management
• Keen to learn, proactive, dynamic, and with good analytical/conceptual thinking
• Excellent written and verbal communication and ability to influence and communicate effectively with non-technical audiences and senior management

Preferred Certifications/Skills:

• Business Analysis certification, e.g. Certified Business Analysis Professional (CBAP)
• Familiar with the iterative development (Agile) approach
• Hands-on work experience of more than 1 year on Design Thinking / Service Design / Process Redesign projects with the development of artifacts such as Service Blueprints, Customer Insights, and Future State Design.
• Good understanding of customer/user experience, design thinking, user story mapping, and digital product lifecycle management
• Good interpersonal skills with the ability to pitch ideas and influence stakeholders and facilitate discussions to elicit, manage and prioritize product backlog items
• Good stakeholder engagement and workshop facilitation skills
• Strong analytical, conceptualization and problem-solving skills
• Experience with ServiceNow will be preferred.
• A driven and motivated personality with an inquisitive mind
• Ability to learn and apply knowledge acquired.