Job Description

Role Overview

We are seeking an experienced Technical Business Analyst to support the adoption and onboarding of enterprise technology platforms and services.

The role will work closely with users, business stakeholders, and technical teams to understand requirements, coordinate onboarding, improve business processes, monitor the user journey, and drive successful adoption of technology services.

The successful candidate should combine strong Business Analysis and process improvement capabilities with a good understanding of IT infrastructure, cloud environments, enterprise systems, and operational processes.

Key Responsibilities

Engage users and stakeholders to understand enquiries, business requirements, technical needs, and onboarding requirements.
Analyse requirements and provide clear information on available technology products, services, processes, and capabilities.
Conduct onboarding briefings and walkthroughs to ensure users understand relevant systems, services, processes, and operational requirements.
Coordinate and monitor end-to-end onboarding activities from initial engagement through successful service adoption.
Track onboarding progress, identify blockers, coordinate resolution, and escalate issues where required.
Work with infrastructure, cloud, application, and operations teams to support successful integration and onboarding.
Monitor the end-to-end user journey and identify opportunities to improve the onboarding and service experience.
Gather, analyse, and document user feedback and translate insights into actionable improvement initiatives.
Plan, conduct, and analyse user satisfaction surveys to measure service experience and identify improvement opportunities.
Respond to user concerns and coordinate with relevant technical and business teams to resolve issues.
Analyse existing business and operational processes and identify opportunities for simplification, automation, and optimisation.
Design and document improved processes that enhance productivity, service quality, and user experience.
Develop process maps, workflows, business requirements, and supporting documentation.
Define and track performance metrics to measure onboarding effectiveness, service adoption, user satisfaction, and the impact of process improvements.
Facilitate requirements workshops, stakeholder discussions, training sessions, and change-management activities.
Develop onboarding guides, user documentation, training materials, and communication content.
Support change management and adoption initiatives for new and enhanced technology services.
Provide regular reporting on onboarding status, user feedback, service adoption, risks, issues, and improvement initiatives.

Required Skills

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
Minimum 5 years of relevant experience as a Business Analyst, Technical Business Analyst, or in a similar technology-focused role.
Experience supporting IT infrastructure, cloud, enterprise technology, or digital transformation projects.
Strong requirements gathering, analysis, and documentation capabilities.
Good understanding of IT infrastructure environments, cloud platforms, system architecture, and enterprise operational processes.
Proficiency in business process modelling, process analysis, and process improvement techniques.
Experience documenting current-state and future-state processes, workflows, and business requirements.
Experience coordinating onboarding, implementation, adoption, or change-management activities.
Strong stakeholder engagement and workshop facilitation capabilities.
Ability to communicate effectively with both technical and non-technical stakeholders.
Strong analytical and problem-solving skills.
Excellent written communication, presentation, and documentation skills.
Ability to manage multiple onboarding activities, stakeholders, issues, and priorities simultaneously.
Must be able to obtain and maintain the required Singapore MSD CAT 1 security clearance.

Preferred Skills

Experience with cloud-based or enterprise infrastructure platforms.
Understanding of Oracle technologies and enterprise system integration.
Experience working with infrastructure, cloud, application, and operations teams.
Experience with user adoption, customer journey, or service experience initiatives.
Familiarity with user satisfaction measurement and feedback analysis.
Experience supporting business process re-engineering or digital transformation programmes.
Familiarity with Agile, ITIL, or enterprise service management practices.
Experience developing training materials, onboarding guides, and user communications.