About the position
My client based in Cape Town is currently looking for a Business Analyst to join their team on a contract basis.
IT / FINANCE
Qualifications & Experience
- Bachelor's degree in IT, Business Information Systems, or a related field
- Business Analysis certification (e.g., CBAP, CCBA, or other industry-recognized BA certifications) is advantageous
- Proven experience in business analysis, preferably in telephony or contact center environments
- Hands-on knowledge of PBX, IVR, ACD, CTI, and CRM systems integration
- Experience with process improvement, workflow analysis, and system implementation projects
- Familiarity with network protocols, security concepts, middleware, Microsoft D365, and database systems
Responsibilities
- Conduct stakeholder interviews to understand current telephony processes and pain points
- Define business needs for new or improved telephony systems
- Evaluate workflows and systems to identify inefficiencies or cost-saving opportunities
- Recommend improvements to enhance internal and customer-facing communications
- Formulate and propose telephony or system enhancements
- Present solutions to stakeholders, demonstrating benefits and ROI
- Act as a bridge between technical teams (developers, network engineers) and business units
- Translate technical specifications into business-friendly language and vice versa
- Create detailed documentation of proposed changes, project progress, and system specifications
- Generate reports to communicate insights and findings
- Assist in developing training materials and provide guidance to employees impacted by new systems
Competency
- Analytical thinking, problem-solving, requirements definition, process mapping, and data modeling
- Knowledge of BA methodologies (e.g., BABOK, Agile, Waterfall)
- Understanding of PBX, IVR, ACD, CTI, and CRM systems
- Experience with middleware, D365, databases, network protocols, and security concepts
- Excellent communication (verbal and written), listening, interpersonal, planning, and organizational skills
- Ability to manage time effectively and work with diverse stakeholders
If you are ready for the next exciting step in your career, and would like to apply, please send us your updated CV to review.
Desired Skills:
- Business analysis
- Business Process Analysis
- Process Mapping
- Process Modelling
