Business Analyst, Product Improvement

Responsibilities

A. During rollout (implementation)

1. Analysis and requirements

· Conduct fit-gap analysis for each office through discussions with business users and SMEs, and promote adoption of the standard process over local customisation wherever possible.

· Collaborate with the implementation team and SMEs to identify and analyse the system changes required for the rollout.

· Work closely with SMEs to gather requirements and prepare business requirements documents covering processes, business rules, local requirements and acceptance criteria.

2. CR management

· Own all CRs raised during the implementation and ensure that each adheres to the CR lifecycle, encompassing request, impact assessment, approval, build, testing and deployment.

· Review vendor effort estimates and quotations for each CR, and include cost, benefit and system impact in the CR impact assessment.

· Prepare CRs for prioritisation by the Product System Manager and SMEs, and obtain all required approvals at each stage of the CR lifecycle.

· Work closely with the rollout Project Manager, who tracks all rollout activities, and provide timely updates on CR status, issues and risks.

3. Solution and build

· Liaise with the vendor on solution documents, ensuring they meet the stated requirements and that gaps and open issues are resolved.

· Develop the reports required for the rollout in ActiveReportsJS, in accordance with the standard report template.

4. Testing

· Own and perform functional and system integration testing of vendor deliverables prior to UAT, verifying that each change meets the requirements before release to SMEs.

· Work with SMEs to plan and conduct UAT and end-to-end testing, including the preparation of test scenarios and test cases, coordination of test execution and recording of results.

· Lead the rectification of issues and defects identified during UAT and end-to-end testing with the vendor, through to resolution and retesting.

· Confirm that testing has been completed and formally signed off before changes are released.

5. Go-live and hypercare

· Be responsible for system setup prior to go-live, including master data and configuration setup.

· Prepare and update user guides and training materials covering the system changes delivered for the rollout, and brief SMEs and key users on these changes.

· Manage the rectification of issues and defects with the vendor during the hypercare period, until the site is formally handed over to BAU support.

B. BAU (post go-live)

1. CR intake and assessment

· Own all CRs raised after go-live from intake to closure, ensuring that each adheres to the CR lifecycle.

· Assess incoming CRs with business users, and work closely with SMEs to analyse requirements and prepare requirements documents.

· Review vendor effort estimates and quotations for each CR, and include cost, benefit and system impact in the CR impact assessment.

· Prepare CRs for prioritisation by the Change Board.

2. Solution, build and testing

· Liaise with the vendor on solution documents, ensuring they meet the stated requirements.

· Develop new and amended reports arising from CRs in ActiveReportsJS, in accordance with the standard report template.

· Work with business users and SMEs on UAT and end-to-end testing.

3. Release and handover

· Assess the readiness of each CR based on test results, approvals and business readiness, and provide a go/no-go recommendation to the Product System Manager.

· Prepare and update user guides and training materials for each delivered CR, and brief SMEs and key users on the changes.

· Lead the transition of delivered CRs into BAU, working with L2 support to hand over documentation, functional changes and known issues.

4. CR governance

· Maintain the BAU CR register, including status, approvals and supporting documentation for each change.

· Report on BAU CR progress, risks and issues to the Product System Manager.

5. Continuous improvement

· Engage regularly with the BAU support team to review recurring tickets and user feedback, and propose improvements to address root causes and enhance the user experience.

· Proactively identify and propose improvements to the system, its functions and reports.

· Keep abreast of relevant technology developments and industry practices, and assess their potential application to LinerX.

· Work closely with the Transformation team to identify and evaluate potential AI-driven improvements to LinerX.

C. Across both phases

· Collaborate with the EDI Business Analyst on integration requirements with principals, ports, depots and other in-house applications, ensuring functional changes and integrations are aligned.

Experience:

· A minimum of six years' experience as a Business Analyst, including involvement in system implementations or rollouts.

· Proven experience in managing change requests through the full CR lifecycle, from requirements definition to deployment and BAU handover.

· Hands-on experience in functional and system integration testing, as well as in planning and conducting UAT and end-to-end testing with business users and SMEs.

· Experience in system setup, including master data and configuration, and in supporting go-live and hypercare.

· Experience in working with third-party software vendors on solution design and delivery.

· Experience in working closely with Project Managers on project delivery.

Preferred

· Prior experience in the shipping or logistics industry, preferably in liner agency or carrier operations.

· Experience in report design using ActiveReportsJS.