The Senior Business Analyst provides first-level support for business applications, assisting users with day-to-day operational issues, troubleshooting system problems, and ensuring timely resolution through proper ticket tracking and escalation. The role also supports the Application Project Manager by contributing to continuous process improvement initiatives, documenting requirements, analysing workflows, and helping drive digital transformation projects that enhance system efficiency, user experience, and overall business performance.
Job responsibilities
Business Application Support
- Provide day-to-day support for the organization's business applications, ensuring system stability and addressing user-reported issues in a timely manner.
- Manage and monitor support tickets, triage incidents based on priority, and coordinate with internal teams or vendors to ensure prompt resolution.
- Track ticket progress, maintain accurate documentation, and follow established workflows to meet service-level expectations.
- Perform routine system checks, assist users with troubleshooting, and support ongoing operational activities to ensure business continuity and optimal application performance.
Process Improvement
- Review and analyse current business processes, system workflows, and application performance to identify gaps, inefficiencies, and improvement opportunities. Assess whether existing applications continue to support operational needs and recommend areas for optimization.
- Work closely with stakeholders to understand business challenges and translate them into system enhancement requirements. Propose new features, upgrades, or solutions that improve system usability and efficiency.
- Coordinate with end-users during system changes, upgrades, and process modifications. Facilitate change management activities by communicating impacts, conducting briefings, gathering feedback, and ensuring smooth adoption of new or improved processes.
- Engage different business units to collect detailed user requirements and translate them into clear functional specifications. Document business processes, workflows, and system behaviours to support system design, testing, and training efforts.
- Review and validate system interface designs, integration specifications, and technical documentation provided by vendors or development teams. Ensure documentation accuracy, completeness, and alignment with business and technical requirements.
- Conduct user training sessions, prepare instructional materials, and provide hands-on guidance when introducing new systems or enhancements. Offer ongoing support to users to ensure understanding, adoption, and effective use of the updated applications.
- Develop clear and user-friendly guides, manuals, and reference documents to help staff understand system functions, workflows, and best practices. Maintain updated documentation to support onboarding, training, and future system improvements.
Requirements:
Education and Experience
- Min. Diploma in Computer Science, Business IT or an equivalent field.
- Min. 3 years of experience in business process improvement.
- Min. 3 years of L1 business application support experience.
Aptitude and Skills
- Strong analytical and problem-solving skills to evaluate business processes, identify gaps, and recommend effective system or workflow improvements.
- Excellent communication and stakeholder management, able to translate business needs into clear requirements and collaborate with users, IT teams, and vendors.
- Proficiency in requirement gathering and documentation, including process mapping, functional specifications, and user stories.
- Solid understanding of business applications and BAU support, with the ability to troubleshoot issues, triage tickets, and support users effectively.
- Competence in project coordination and change management, assisting project managers in implementation activities, user training, and adoption of new systems or enhancements.
