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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.