Business Analyst

Key Responsibilities

A. Process Mapping & Analysis

• Document As-Is processes for all operational areas (Sales → CRM → Provisioning → Billing → Support).

• Create detailed process maps, flowcharts, swimlane diagrams, SOPs, and RACI matrices.

• Identify inefficiencies, manual gaps, and dependencies across teams and systems.

• Standardize processes for multi-country operations (SG, MY, PH, ID, VN).

B. Requirements Gathering & Documentation

• Conduct interviews/workshops with Sales, NOC, Billing, Finance, Product, and      Regional Ops.

• Translate business needs into:

• BRD (Business Requirements Document)

• FRD (Functional Requirements Document)

C. System & Process Redesign

• Design To-Be processes with automation, digitisation, and efficiency improvements.

• Recommend workflow changes, system enhancements, and API integration points.

D. Project Implementation Support

• Work with developers and vendors to clarify requirements.

• Support system configuration and acceptance testing (UAT, SIT).

• Validate data flows, edge cases, and exception handling.

• Coordinate with stakeholders to ensure successful rollout.

E. Governance & Continuous Improvement

• Maintain up-to-date proces­s documentation.

• Track change requests and impact assessments.

• Ensure compliance with corporate policies, billing accuracy, and operational SLAs.

• Provide training and onboarding materials for new processes and systems.

3. Required Skills & Qualifications

Technical & Analytical

• Strong understanding of business process modelling (BPMN, UML, Visio, Lucidchart).

• Experience writing BRDs, FRDs, user stories, acceptance criteria.

• Good understanding of APIs, data flows, and system integration concepts.

• Ability to analyze large datasets and identify process patterns.

Telecom / ICT Domain Experience (Highly Preferred)

• Telecom provisioning flows

• Billing & charging systems (postpaid/prepaid)

• B2B and marketplace sales processes

• CRM & order management systems

Soft Skills

• Strong communication and stakeholder management.

• Ability to challenge assumptions constructively.

• Strong problem solving and structured thinking.

• Able to work independently and handle multi-country complexities.

Qualifications & Requirements

• 3 years of relevant experience as a Business Analyst in IT, telecom, cloud, ICT, SaaS, or digital transformation projects.

• Strong experience with end-to-end process documentation (As-Is / To-Be).

• Hands-on writing of BRDs, FRDs, user stories, UAT scripts, and operational SOPs.

• Experience in CRM, billing, order management, provisioning, or eCommerce environments.

• Experience working across multiple countries is preferred.

• Familiarity with workflow automation

Strong ability to operate independently in a contract role.