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We are seeking a dynamic and communicative Contact Center Technical Business Analyst to join our team. In this role, you will work closely with our Data Engineers to deploy and customize CX tools for various use cases within contact center environments. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders. You will be responsible for writing technical requirements and map customer needs, identifying ways to improve tool adhesion and experience.

Responsibilities:

• Collaborate with AI Engineers and Project Managers to understand and articulate the capabilities of current and future contact center solutions
• Analyze and document business requirements for contact center teams, translating them into technical specifications for low-code tool customization
• Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements
• Configure AI-based applications, including support for Prompt Engineering and report analysis
• Stay up-to-date with emerging trends in Generative AI and their potential applications in contact center environments
• Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including senior management and potential clients
• Act as a liaison between technical teams, operations managers, and end-users to ensure solutions meet business needs and operational metrics
• Conduct training sessions and create documentation to support the adoption of new tools and processes
• Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven insights
• Leverage visualization tools and dashboards to represent data and insights
• Promote our products internally, motivating staff and convincing consumers of their value

Requirements:

• Bachelor's degree in Business Administration, Information Systems, or a related field
• 3+ years of experience in business analysis, preferably in a technology-driven environment
• Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences
• Strong analytical and problem-solving skills
• Proven ability with prompt engineering and generative AI tools and chatbots
• Ability to quickly learn and adapt to new technologies and methodologies
• Experience in project management and stakeholder engagement
• Strong interpersonal skills with a talent for building relationships across various levels of an organization

Preferred Qualifications:

• Experience working in or with contact centers
• Understanding of key contact center metrics and operations management principles
• Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.
• Previous experience as a product evangelist or in a similar role promoting technology solutions
• Certification in business analysis (e.g., CBAP, PMI-PBA) or relevant project management certifications
• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
• Experience with agile methodologies

Responsibilities

• Analysing business and system processes.
• Gather and analyse business requirements from all stakeholders.
• Document business processes, workflows, and system requirements for multiple sites across.
• Create reports, presentations, and all other relevant documentation.
• Support project management by defining scope and objectives.
• Identify process improvements and recommend solutions.

• Matric and tertiary qualifications
• 8 years of experience in a similar role
• T-SQL Scripting, Database Architecture, System Integration.
• System Design, Agricultural or Manufacturing Vertical Experience.

Overview

My client based in Cape Town is currently looking for a Business Analyst to join their team on a contract basis.

• Engage with stakeholders to understand business needs, regulations, and market trends
• Elicit, analyze, and document business requirements for investment-linked and/or life products
• Collaborate with product, legal, compliance, and IT teams to define product specifications
• Develop detailed business specifications and process flows to support project initiatives
• Identify opportunities for automation and process improvements across business areas (e.g., reporting, servicing, finance)
• Work with IT teams to define system requirements and test solutions
• Support User Acceptance Testing (UAT) and ensure smooth product implementation
• Assist with training and review training materials
• Act as the link between business, IT, compliance, and product teams
• Prepare and present proposals and recommendations to senior management
• Provide training and knowledge transfer to internal teams

• Bachelor's degree in Business, Finance, Economics, or a related field
• Certified Business Analysis Professional (CBAP) or equivalent certification (advantageous)

• Strong problem-solving and analytical thinking skills
• Excellent stakeholder management and communication
• Ability to work independently and drive initiatives in a fast-paced environment
• High attention to detail and accuracy
• Strong presentation, documentation, and interpersonal skills
• Minimum 7 years' experience as a Business Analyst in Linked Investment Products and/or Life Products.
• Strong knowledge of investment platforms, unit-linked products, and policy administration systems.
• Experience with international investment products (advantageous).
• Familiarity with regulatory frameworks in investment and life insurance.
• Exposure to platform migration projects (advantageous).
• Skilled in business process modelling, data analysis, and reporting.
• Experience working with Agile methodologies, Jira, and Confluence.

• agile methodologies
• investment platforms
• Process Modelling
• Business analysis
• Data analysis and reporting
• Jira and Confluence
• Analyse Business Processes

Requisition Info and Talent Acquisition Contact

Cluster: Group Finance - SSCF MANAGEMENT

Project, Process and Product

Process

Manage Self: Professional

• Collaborate closely with the Snr Financial Business Analyst to align data initiatives with strategic company goals and financial planning objectives.
• Conduct elicitation and collaboration tasks to obtain information from stakeholders, ensuring data anomalies and inconsistencies are surfaced and addressed early.
• Conduct requirements analysis and design definition to structure, organise, specify, and model requirements and designs, with a focus on identifying and resolving data quality issues and anomalies.
• Conduct Requirements Life Cycle Management tasks to manage and maintain requirements and design information from inception to retirement, including tracking resolution of data-related anomalies.
• Conduct strategy analysis to define the future and transition states needed to address the business need, the work required to define that need, and the scope of the solution.
• Conduct Solution Evaluation to assess the performance and value delivered by a solution and eliminate barriers/constraints—including data anomalies—that prevent full realisation of value.
• Execute according to IIBA best practices, agile product delivery, and lean principles based on Nedbank's delivery approach as per the BA methods, frameworks, standards, tools, techniques, competencies, and practices.
• Analyse and document requirements based on changes to users' interfaces, processes, data flows, constraints, environments, and non-functional requirements, with a strong emphasis on identifying and resolving anomalies in data.
• Understand the portfolio's strategic themes, product roadmap, vision, KPIs and metrics, and align requirements accordingly.
• Understand all elements of the program and team backlog and align requirements accordingly.
• Explore and articulate the opportunity/problem to be solved and identify stakeholder wants and needs; participate in defining the proposed solution, especially where data anomalies impact business outcomes.
• Use visual diagrams and collaborative games to model scope, interfaces, story context, data flows, processes, retrospectives, and dependencies across projects.
• Decompose and document epics, features, themes, hypothesis statements, PI objectives and user stories by identifying gaps, missing stories, acceptance criteria, scenario development, and all requirement categories.
• Own decomposition of portfolio epics, features, elicitation analysis, and story writing throughout the requirements value chain.
• Collaborate/co-create process capability alignment by pairing with PE Business Architect.
• Support team in working on impediments, spikes, enabler epics, enabler stories; synthesise data, articulate requirements, and proactively identify anomalies and inconsistencies.
• Work with development/QA to identify test cases/scenarios, conduct user acceptance testing, train trainer/user support, change management, and commercialisation.
• Analyse/document data requirements, model data flows through seven product dimensions, and pair with BDMs at solution/program level to identify and resolve anomalies.
• Conduct system demos, offer and implement suggestions for improvement, especially in areas where data anomalies affect performance.
• Ensure early remediation by reducing waste and rework, identifying risks and issues—including those arising from data anomalies.
• Drive minimum viable thinking, continuous deployment/integration; ensure review, maintain quality, reduce waste, control and identify risks/issues.

• Review the reasonableness of cluster submissions.
• Implement analytics to assist with budget reviews, gap identification, and trend analysis.
• Ensure BI and BPC systems are balanced and reconciled
• Continuously automate and improve financial processes to reduce repetitive tasks performed by financial officers.
• Determine and advise on optimal product mix for efficient and accurate BI reporting.

Customer Experience & Service Design:

• Enhance service approach and design to ensure a positive and seamless customer experience.
• Proactively manage risk and audit issues, ensuring compliance and data integrity across reporting systems.

• The candidate should ideally display proficiency in aspects of the SAP product suite, Power BI, and Microsoft Excel and Power Apps.
• Decision Making
• Building partnerships
• Technical/Professional Knowledge and Skills
• Initiating Action
• Customer Orientation

---

Please contact the Nedbank Recruiting Team at

If you can't find the job you're looking for, activate job alerts to be one of the first to know when new positions open up.

Nedbank Ltd Reg No 1951/ /06.

Authorised financial services and registered credit provider (NCRCP16).

For assistance please contact the Nedbank Recruiting Team at

Job Responsibilities

• Collaborate closely with the Snr Financial Business Analyst to align data initiatives with strategic company goals and financial planning objectives.
• Conduct elicitation and collaboration tasks to obtain information from stakeholders, ensuring data anomalies and inconsistencies are surfaced and addressed early.
• Conduct requirements analysis and design definition to structure, organise, specify, and model requirements and designs, with a focus on identifying and resolving data quality issues and anomalies.
• Conduct Requirements Life Cycle Management tasks to manage and maintain requirements and design information from inception to retirement, including tracking resolution of data-related anomalies.
• Conduct strategy analysis to define the future and transition states needed to address the business need, the work required to define that need, and the scope of the solution.
• Conduct Solution Evaluation to assess the performance and value delivered by a solution and eliminate barriers/constraints—including data anomalies—that prevent full realisation of value.
• Execute according to IIBA best practices, agile product delivery, and lean principles based on Nedbank's delivery approach as per the BA methods, frameworks, standards, tools, techniques, competencies, and practices.
• Analyse and document requirements based on changes to users' interfaces, processes, data flows, constraints, environments, and non-functional requirements, with a strong emphasis on identifying and resolving anomalies in data.
• Understand the portfolio's strategic themes, product roadmap, vision, KPIs and metrics, and align requirements accordingly.
• Understand all elements of the program and team backlog and align requirements accordingly.
• Explore and articulate the opportunity/problem to be solved and identify stakeholder wants and needs; participate in defining the proposed solution, especially where data anomalies impact business outcomes.
• Use visual diagrams and collaborative games to model scope, interfaces, story context, data flows, processes, retrospectives, and dependencies across projects.
• Decompose and document epics, features, themes, hypothesis statements, PI objectives and user stories by identifying gaps, missing stories, acceptance criteria, scenario development, and all requirement categories.
• Own decomposition of portfolio epics, features, elicitation analysis, and story writing throughout the requirements value chain.
• Collaborate/co-create process capability alignment by pairing with PE Business Architect.
• Support team in working on impediments, spikes, enabler epics, enabler stories; synthesise data, articulate requirements, and proactively identify anomalies and inconsistencies.
• Work with development/QA to identify test cases/scenarios, conduct user acceptance testing, train trainer/user support, change management, and commercialisation.
• Analyse/document data requirements, model data flows through seven product dimensions, and pair with BDMs at solution/program level to identify and resolve anomalies.
• Foster stakeholder relationships, engagement, discovery, delivery, backlog refinement, dependencies, enterprise delivery, senior level.
• Conduct system demos, offer and implement suggestions for improvement, especially in areas where data anomalies affect performance.
• Ensure early remediation by reducing waste and rework, identifying risks and issues—including those arising from data anomalies.
• Drive minimum viable thinking, continuous deployment/integration; ensure review, maintain quality, reduce waste, control and identify risks/issues.

• Review the reasonableness of cluster submissions.
• Implement analytics to assist with budget reviews, gap identification, and trend analysis.
• Ensure BI and BPC systems are balanced and reconciled

• Continuously automate and improve financial processes to reduce repetitive tasks performed by financial officers.
• Determine and advise on optimal product mix for efficient and accurate BI reporting.

• Enhance service approach and design to ensure a positive and seamless customer experience.

• Proactively manage risk and audit issues, ensuring compliance and data integrity across reporting systems.

• The candidate should ideally display proficiency in aspects of the SAP product suite, Power BI, and Microsoft Excel and Power Apps.

• Decision Making
• Building partnerships
• Technical/Professional Knowledge and Skills
• Initiating Action
• Continuous Improvement
• Customer Orientation

Please contact the Nedbank Recruiting Team at

• Entry level

• Full-time

• Research, Analyst, and Information Technology

Company Overview

Reverside is an established IT services provider focused on delivering high-quality Software Development, IT Resourcing, Digital Transformation, and Systems Support solutions. We are always looking for skilled professionals to join our growing team and contribute to innovative technology projects across various industries.

• Translate stakeholder needs into clear, actionable documentation.
• Design use cases, process flows, and workflow diagrams to improve efficiency.
• Evaluate complex problems and identify optimal solutions.
• Support decision-making by analyzing data and providing insights.
• Facilitate clear communication between stakeholders and technical teams.
• Build strong stakeholder relationships and manage expectations effectively.
• Address business challenges with innovative and practical solutions.
• Perform data analysis using SQL and create data visualizations, dashboards, and reports (e.g., Power BI).
• Collaborate closely with developers and architects, leveraging basic programming knowledge (e.g., Java).

• Business Analysis: Strong documentation, use case design, and workflow visualization skills.
• Critical Thinking: Analytical approach to problem evaluation and solution identification.
• Business Acumen: Deep understanding of financial processes, particularly in banking and payments (SWIFT MT/MX).
• Decision-Making: Ability to use data-driven insights to support business strategies.
• Communication: Strong verbal and written communication skills.
• Stakeholder Management: Proven ability to manage relationships and expectations across teams.
• Problem-Solving: Innovative approach to addressing business challenges.
• Data Visualization: SQL expertise with the ability to design dashboards (Power BI or similar).
• Programming Basics: Understanding of Java or similar programming languages to enhance collaboration with technical teams.

Proven experience as a Business Analyst in the fintech or financial services industry.

• Solid understanding of fintech products, digital banking, payment systems, and regulatory frameworks in South Africa.
• Preferred Bachelor's degree in business administration or economics, Statistics, Computer Science, or a related field.

Strong analytical skills with the ability to gather and interpret complex data sets.

Proficiency in business process analysis, requirement elicitation, and documentation.

• Experience in Agile methodologies and tools (e.g., Scrum, JIRA) for project management and software development.
• Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Detail-oriented mindset with the ability to prioritize tasks and meet deadlines in a fast-paced environment.

Strong problem-solving and critical-thinking abilities.

Familiarity with data analysis tools and techniques (e.g., SQL, Excel) is a plus.

• Professional certifications in business analysis (e.g., CBAP, PMI-PBA) are desirable but not mandatory.

Responsibilities:

• Requirements Gathering: Collaborate with business stakeholders and end-users to understand their needs, elicit requirements, and document functional and non-functional requirements for fintech product development.
• Business Process Analysis: Analyze current business processes, identify gaps, and propose streamlined and efficient workflows to improve operational efficiency.
• Solution Design: Collaborate with cross-functional teams to design innovative technology solutions that align with business goals and enhance the user experience.
• User Stories and Use Cases: Create clear and concise user stories and use cases that capture business requirements and define acceptance criteria for development teams.
• Data Analysis: Perform data analysis and interpret findings to provide insights for product enhancements and identify areas for business growth.
• Risk Assessment: Identify potential risks and propose mitigation strategies to ensure compliance with regulatory requirements and industry best practices.
• Stakeholder Communication: Facilitate effective communication between business stakeholders, technical teams, and external partners to ensure a common understanding of project objectives and deliverables.
• Testing and Quality Assurance: Collaborate with QA teams to ensure that developed solutions meet business requirements and provide input into testing strategies and test plans.
• Documentation: Prepare comprehensive documentation including business process flows, functional specifications, user manuals, and training materials to support the implementation and adoption of fintech solutions.
• Industry Research: Stay up to date with the latest fintech trends, regulatory changes, and industry best practices to propose innovative solutions and maintain a competitive edge.

Hi Professionals,

Greetings From Ampstek!

Hope you are high in your spirits. Please stay safe.

Our client is looking for Business Analyst to join a high-growth organization. If you are interested share you resume

Role: Business Analyst

Location: Johannesburg, South Africa(Onsite 3days/Week)

Duration: Contract

• Should have worked as a Business analyst on BSS or OSS projects within telecom.
• Design thinking working Experience including defining prototypes & User Journeys in Agile environment
• Experience in process mapping, process re-engineering and GAP analysis
• Analyze & Simplify requirements / objectives with key stakeholders, risk analysis
• Design and document business solutions (process, system and measurements) that meet current and future requirements
• Ensure traceability of requirements from business through to development and implementation
• Previous Experience in leading a team of business analysts is essential

Thanks & Regards,

Sudhakaran

IT Recruiter | Europe & UK

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Ampstek Services Limited