Description:
Our client, in the credit industry, has an opening for a Senior Business / Systems Analyst to join their Communication Technology team.
Are you a technically minded problem-solver who thrives on making customer interactions smarter, faster, and more efficient? Do you get excited about technology that allows people to connect - from IVR and USSD to WhatsApp and predictive diallers? Then this might just be your next big move!
The technology used is the engine room behind how the business speaks to customers - and how customers speak back. The department is made up of a high-performing team of Business Analysts and Dialler Administrators, who work closely together to support, maintain, and continuously enhance the full suite of customer communication technologies the various companies in the group.
We’re looking for a Senior Business / Systems Analyst with a solid technical foundation and a passion for problem-solving - someone who can bridge business needs with smart, scalable solutions that make a difference.
Qualifications:
3-year tertiary qualification in relevant technical/analytical related field of study (preferred) Diploma in Business Analysis from FTI or equivalentExperience:
6+ years in a business analysis or systems analysis role. Experience in the Financial Services and/or Contact Centre industry preferred. Experience supporting or enhancing communication platforms such as automated diallers, IVR systems, WhatsApp, and USSD. Exposure to both project work and operational support is essential.
Key Performance Areas:
Operational Support and Systems & Process Improvements Act as a key link between Operations and Tech to resolve production issues and recommend enhancements. Collaborate with internal and external teams to support communication platforms and ensure business continuity. Analyse system usage and communication data to identify areas of improvement. Assist in reducing operational errors and increasing automation or self-service opportunities. Contribute to the optimisation of contact strategies, cost-saving initiatives, and customer experience enhancements. Business Analysis Planning and Monitoring Define the scope and approach for each initiative in collaboration with delivery and operational teams. Prioritise work items and maintain traceability throughout the SDLC using Azure DevOps or equivalent tools. Ensure that all analysis tasks are properly scheduled, documented, and monitored for progress. Work closely with the Dialler Admins to align planning with campaign setup and execution requirements. Keep relevant stakeholders informed of analysis progress, challenges, and outcomes.