Business Analyst II (Customer Service) - (CONTRACT) (N)
Project Management Connection
Cape Town, Western Cape, ZA
3d ago

Purpose of the Job :

  • The Business Analyst will be responsible for ensuring that efficient and cost-effective business solutions and processes are in place to address business needs / requirements.
  • Job Objectives :

    To understand the current business environment :

  • Analyse and understand the current business environment.
  • Analyse and understand the current business strategies.
  • Understand the current trends and developments in the industry.
  • To identify and understand business requirements :

  • Work with user departments in the identification and documentation of user requirements.
  • Assess and document the business implication of user requirements to the business process involved.
  • Propose and document process improvements where appropriate.
  • Define business rules and guide the implementation of these rules in the development of the various application systems.
  • To determine a suitable solution to business needs / requirements :

  • Works closely with System Analysts and Project Managers to design and implement solutions.
  • Provide input on alternatives presented by the technical designers and answer detailed questions regarding the business design.
  • Engage the most appropriate business representatives to obtain input and agreement on alternatives that are presented.
  • To deliver the required solution :

  • Research, document and prepare business cases on appropriate technologies, which will align with the business strategies of the organisation.
  • Define scope of solution and ensure understanding of scope by business user.
  • Review technical solutions and business processes against business requirement specification.
  • Assist in the identification of data conversion and reporting requirements.
  • Facilitate and co-ordinate User Acceptance Testing.
  • Understand, document and escalate project risks.
  • Liaise with other project areas to co-ordinate interdependencies and resolve issues.
  • To train business users :

  • Render support and facilitate sessions for end-users, including training where applicable.
  • To continuously support the business environment :

  • Maintain an understanding of enterprise business initiatives and objectives, the various line portfolios, and current trends and developments in the technology field.
  • Assist Senior Business Analyst to monitor portfolio activities.
  • Qualifications :
  • Degree
  • Experience :

  • 3-5 years solid Business analysis experience in a customer services environment (supporting contact centres; understand contact centre operations incl.
  • interaction flows, QA, WFM, metrics, etc.).

  • 2-3 years Retail industry desirable.
  • Knowledge and Skills :

  • Formal training in business analysis and design methodologies.
  • Experience in participating in projects relating to Customer Contact Centre.
  • Solid track record in successful delivery in the BA environment.
  • Experience in a global business environment is preferred.
  • Business understanding of the broader retail industry will be advantageous.
  • Kindly regard your application as unsuccessful if you have not heard from the agency within 2 weeks.

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