Business Analyst

Purpose: To identify business problems and understand change requests, document clear business requirements, coordinate solution delivery with relevant teams, and support the successful rollout of system enhancements in a fast-paced environment using the company's in-house ticketing system.

Key dials

• Identify, gather, and document stakeholder requirements
• Conduct business and systems analysis.
• Coordinate and deliver business solutions.
• Provide testing and implementation support
• Manage stakeholder communication
• Effective self-management

Competency requirements for the position: Knowledge

• General:
• MS Office proficiency
• Microsoft Visio Proficiency
• Agile Knowledge
• SDLC
• BABOK
• SQL Knowledge
• Manual Testing Knowledge
• Project Methodology
• Company:
• In–depth knowledge of the company policies, practices, processes and systems
• Understanding of the company operating model
• Express and implied ethical responsibilities

Skills

• Written and verbal communication
• Workshop Facilitation
• Joint Application Development (JAD) Session Facilitation
• Prioritising and Planning
• Business Requirements Documents (BRD) user guide
• Stakeholder Management
• Time management
• Project Management
• Decision making skills
• Attention to detail

• Minimum qualification : Relevant BA Certification, with 4-5 years’ Experience
• NQF Alignment : Level 7
• OFO Alignment : 251101
• Job Grade : C

Organogram

Identify, gather, and document stakeholder requirements

• Business requirements are complete, accurate and approved by stakeholders
• Business needs, problems, and desired outcomes clearly defined and agreed within required timeframes.
• High-quality requirements documentation delivered with minimal rework

Input/actions

• Receive, review, and assess requests submitted by managers through the in-house ticketing system.
• Engage with relevant stakeholders to understand business problems, assess impacts, and define required solution changes.
• Clarify requirements to define scope, expected outcomes, dependencies, and constraints by asking the correct questions
• Gather supporting information using examples, screenshots, mock-ups, illustrations and diagrams where needed
• Document requirements in concise Business Requirement Documents (BRD)-style documents
• Translate business needs into clear functional requirements, user stories, process flows and acceptance criteria
• Confirm requirements with stakeholders before handover to the relevant team

Conduct business and systems analysis.

• Business issues are effectively resolved through accurate analysis and practical solutions
• Change impacts are assessed before implementation, reducing business risk
• Analysis supports informed decisions with minimal rework

Input/actions

• Analyse logged requests, system behavior, and current business processes, identify improvement opportunities and recommend practical solutions.
• Distinguish between user issues, process issues and system-related issues
• Review existing workflows and identify opportunities for improvement
• Assess business impact and possible downstream effects
• Provide recommendations aligned with business needs and practical system capability
• Support solution discussions from a business perspective without producing detailed technical specifications

Coordinate and deliver business solutions.

• Rollout is smooth, with little to no production issues and repeat problems
• Defects and gaps are identified and resolved within agreed timelines before implementation
• Changes are fully tested, validated, and approved within agreed quality and delivery parameters before rollout

Input/actions

• Coordinate work between business stakeholders, developers and relevant departments
• Follow up on open actions, dependencies, risks and outstanding feedback
• Clarify business requirements during development when questions arise
• Track progress of bugs, enhancements, reports, workflow changes, and process improvement items
• Support rollout planning and readiness activities for approved changes.
• Escalate delays, blockers or unclear requirements to the Software Support and Testing Manager where needed

Provide testing and implementation support

• Completed changes are tested, validated, and approved within agreed requirements before rollout
• Defects and gaps are identified early and resolved before implementation
• Rollouts are successfully delivered within agreed timeframes and parameters, with little to no production issues and repeat incidents

Input/actions

• Collaborate with software development teams throughout the deliver lifecycle.
• Perform manual testing on completed changes
• Conduct user acceptance testing (UAT) and regression testing and validate that solutions meet business needs
• Create test plans or structured test scenarios when required
• Record defects, test outcomes, and user feedback clearly
• Collaborate with relevant teams to investigate and resolve issues identified during testing
• Provide handover support for newly implemented enhancements
• Support quality improvements by reducing avoidable rework

Manage stakeholder communication

• Stakeholders receive regular and clear updates on progress, risks and rollout readiness
• Stakeholder expectations are managed professionally and constructively
• Users and managers are satisfied with the quality of engagement and Communication

Input/actions

• Build sound working relationships with managers, users, developers and related teams
• Ensure stakeholders are informed of progress, issues, delays and next steps
• Facilitate discussions between business users, developers, testers and support teams to confirm alignment between requested change and proposed solution
• Manage feedback and communication throughout the ticket lifecycle
• Support users during rollout and post-implementation handover of new enhancements
• Escalate concerns where required through the software support and testing Manager

Effective self-management

• Clear and timely stakeholder communication maintained throughout delivery.
• Deadlines met; relevant parties are informed of deadlines not met – able to provide appropriate resolution.
• Positive stakeholder experience achieved through effective engagement.

Input/actions

• Ensure all tickets and configurations items are up to date by creating your own monitoring system.
• Follow up and update the status and information of tickets for the relevant stakeholders involved.
• Use the knowledge of the processes and methods used to assure that the activities of service meet employees’ needs.
• Maintain high standards of professionalism in all aspects of personal presentation and delivery.
• Demonstrate initiative in follow-through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Provide appropriate resolutions for tasks or deadlines not met.
• Support and drive the business’ core values.
• Maintain a positive attitude and respond openly to feedback.

Show commitment to teamwork and a willingness to achieve team Purpose: To identify business problems and understand change requests, document clear business requirements, coordinate solution delivery with relevant teams, and support the successful rollout of system enhancements in a fast-paced environment using the company's in-house ticketing system.

Key dials

• Identify, gather, and document stakeholder requirements
• Conduct business and systems analysis.
• Coordinate and deliver business solutions.
• Provide testing and implementation support
• Manage stakeholder communication
• Effective self-management

Competency requirements for the position: Knowledge

• General:
• MS Office proficiency
• Microsoft Visio Proficiency
• Agile Knowledge
• SDLC
• BABOK
• SQL Knowledge
• Manual Testing Knowledge
• Project Methodology
• Company:
• In–depth knowledge of the company policies, practices, processes and systems
• Understanding of the company ope