Business Analyst – Digital Workplace & EUS (Bank, Permanent)

Responsibilities

• Engage business stakeholders across APAC to identify business needs, analyse pain points, and translate defined and emerging requirements into prioritised business requirements, user stories, process maps, and actionable service improvements.

• Conduct current-state and future-state assessments, gap analysis, and feasibility studies to identify improvement opportunities, assess business value, and support demand prioritisation.

• Partner with EUS service owners and engineering teams to design and enhance end-user services across Microsoft 365, collaboration tools, endpoint devices, remote access, trading platforms, and productivity solutions.

• Facilitate design workshops, define acceptance criteria, coordinate user acceptance testing and pilots, and analyse user feedback, satisfaction, adoption, and support trends to drive continuous improvement.

• Develop and manage internal communications for major IT initiatives, including Modern Workspace, Microsoft Copilot, Teams Phone, Zscaler/ZPA, M365 enhancements, and Windows 11, ensuring compliance with approved templates and governance requirements.

• Manage Modern Workspace portal content and deliver adoption programmes, training materials, user guides, FAQs, champion networks, and awareness initiatives to improve technology adoption and productivity.

• Coordinate engagement across business units, EUS teams, and senior management; prepare leadership updates and track business requirements, adoption, satisfaction, engagement, and service improvement metrics.

• Maintain requirements documentation, service designs, communication assets, and adoption playbooks in accordance with applicable banking IT governance, risk, security, and regulatory standards, including MAS TRM and internal security requirements.

Requirements

• Minimum 8 years of relevant experience across business analysis, business engagement, internal communications, change management, or digital workplace adoption.

• Demonstrated experience in eliciting, analysing, and documenting business requirements, including ambiguous or undefined business needs, and translating them into actionable service improvements.

• Experience with digital workplace and end-user technologies, including Microsoft 365, Teams, Copilot, endpoint management, remote access, and collaboration platforms.

• Experience in enterprise internal communications, portal content management, communication campaigns, and digital workplace adoption programmes.

• Experience in service design, process mapping, requirements traceability, user acceptance testing, stakeholder workshops, or business process improvement.

• Experience in financial services or other regulated environments is advantageous, with knowledge of IT governance, risk management, security controls, and regulatory compliance requirements.

• Experience using adoption analytics, user feedback, satisfaction metrics, and service performance data to evaluate outcomes and identify improvement opportunities; exposure to multimedia communications and structured change management frameworks is advantageous.

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