Business Analyst
Posted Updated 4
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Key Responsibilities
- Oversee day-to-day BAU operations, ensuring high availability, performance, and reliability.
- Act as the primary point of contact for business users on system issues, service requests, and enhancements.
- Manage and priorities incidents, service requests, and change requests in accordance with SLAs.
- Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and relevant technology stakeholders.
- Ensure data quality, integrity, and proper usage across the system.
- Recommend and drive continuous improvements.
- Enforce governance and compliance with relevant policies and standards.
- Ensure adherence to data protection requirements under the Personal Data Protection Act (PDPA).
- Support enhancements and releases, including requirements analysis, testing, and deployment coordination.
- Maintain system documentation, SOPs, and knowledge base articles.
- Drive data quality, reporting, and analytics to support policy-making and operational insights.
- Manage vendors and support service delivery in an SLA-driven environment.
Qualifications / Requirements:
- Strong analytical, troubleshooting, and stakeholder management skills.
- Ability to manage vendors and work effectively in an SLA-driven environment.
- Proficiency with requirements management tools such as JIRA and Confluence.
- Experience independently managing IT projects, preferably within a government or public-sector environment, either as a Project Manager or in a dual Business Analyst/Project Manager capacity.
- Proficiency in frontend web development using ReactJS, JavaScript, HTML5, and CSS3.
- Experience collaborating with business users, UX designers, and developers to deliver responsive, accessible, and maintainable web applications.
- Knowledge and experience with relevant government digital platforms and tools would be an added advantage.