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.