Digital Business Analyst

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.