Job Description
We are seeking a proactive IT Business Analyst to support tenant onboarding, experience monitoring, and continuous process improvement across our digital ecosystem. The role will focus on understanding tenant requirements, improving operational processes, and ensuring a seamless tenant journey through effective analysis, stakeholder collaboration, and data-driven insights.
The ideal candidate will act as a bridge between business stakeholders, tenants, and technical teams to ensure that systems, processes, and services meet user needs and support organizational goals.
Key Responsibilities
Tenant Enquiry & Requirement Handling
- Manage and respond to tenant enquiries, ensuring clear understanding of their needs and requirements.
- Provide accurate information about products, systems, and services.
- Gather and document business requirements for improvements or system enhancements.
Tenant Onboarding & Briefing
- Conduct onboarding briefings to ensure tenants understand available services, systems, and operational processes.
- Support tenants during the onboarding phase and ensure successful integration into the platform or ecosystem.
Onboarding Monitoring & Issue Resolution
- Track onboarding progress and proactively identify potential issues.
- Coordinate with internal teams to resolve onboarding challenges and ensure smooth tenant activation.
Tenant Journey Monitoring
- Monitor the overall tenant journey and identify opportunities to enhance the tenant experience.
- Analyze tenant interaction points and propose improvements to processes and systems.
User Satisfaction Survey Management
- Plan, design, and execute user satisfaction surveys.
- Analyze survey results and translate insights into actionable improvement initiatives.
Tenant Feedback Monitoring & Handling
- Collect, review, and respond to tenant feedback.
- Escalate issues where necessary and collaborate with relevant teams to implement solutions.
Business Process Improvement
- Analyze existing processes and design re-engineered workflows to improve productivity, service quality, and customer experience.
- Identify process inefficiencies and recommend improvements through technology or operational changes.
Performance Metrics & Reporting
- Define and track key performance metrics to evaluate the effectiveness of process improvements.
- Prepare reports and insights for management to support decision-making.
Change Management & Training
- Facilitate workshops, training sessions, and stakeholder discussions to support the adoption of new processes or system changes.
- Assist in change management activities to ensure smooth implementation of improvements.
Required Skills & Qualifications
- Bachelor's degree in Information Technology, Business Administration, Information Systems, or related field.
- Experience working as an IT Business Analyst or Business Process Analyst.
- Strong skills in requirements gathering, stakeholder engagement, and process analysis.
- Experience in process improvement and workflow redesign.
- Ability to analyze feedback, survey results, and operational data to identify improvement opportunities.
- Strong communication and presentation skills.
- Ability to coordinate with technical teams and business stakeholders.
Preferred Qualifications
- Experience with customer experience (CX) or user journey analysis.
- Familiarity with business process modelling tools (e.g., BPMN, process mapping).
- Experience supporting digital platforms, SaaS systems, or tenant management platforms.
- Knowledge of change management practices and workshop facilitation.
EA Number: 11C4879
