About the position
Purpose:
To identify business problems and understand change requests, document clear business requirements, coordinate solution delivery with relevant teams, and support the successful rollout of system enhancements in a fast-paced environment using the company's in-house ticketing system.
Key dials:
- Identify, gather, and document stakeholder requirements
- Conduct business and systems analysis.
- Coordinate and deliver business solutions.
- Provide testing and implementation support
- Manage stakeholder communication
- Effective self-management
Competency requirements for the position:
Knowledge
- General:
- MS Office proficiency
- Microsoft Visio Proficiency
- Agile Knowledge
- SDLC
- BABOK
- SQL Knowledge
- Manual Testing Knowledge
- Project Methodology
- Company:
- In–depth knowledge of the company policies, practices, processes and systems
- Understanding of the company operating model
- Express and implied ethical responsibilities
Skills:
- Written and verbal communication
- Workshop Facilitation
- Joint Application Development (JAD) Session Facilitation
- Prioritising and Planning
- Business Requirements Documents (BRD) user guide
- Stakeholder Management
- Time management
- Project Management
- Decision making skills
- Attention to detail
- Minimum qualification: Relevant BA Certification, with 4-5 years’ Experience
- NQF Alignment: Level 7
- OFO Alignment: 251101
- Job Grade: C
Organogram:
Identify, gather, and document stakeholder requirements:
- Business requirements are complete, accurate and approved by stakeholders
- Business needs, problems, and desired outcomes clearly defined and agreed within required timeframes.
- High-quality requirements documentation delivered with minimal rework
Input/actions:
- Receive, review, and assess requests submitted by managers through the in-house ticketing system.
- Engage with relevant stakeholders to understand business problems, assess impacts, and define required solution changes.
- Clarify requirements to define scope, expected outcomes, dependencies, and constraints by asking the correct questions
- Gather supporting information using examples, screenshots, mock-ups, illustrations and diagrams where needed
- Document requirements in concise Business Requirement Documents (BRD)-style documents
- Translate business needs into clear functional requirements, user stories, process flows and acceptance criteria
- Confirm requirements with stakeholders before handover to the relevant team
Conduct business and systems analysis.
- Business issues are effectively resolved through accurate analysis and practical solutions
- Change impacts are assessed before implementation, reducing business risk
- Analysis supports informed decisions with minimal rework
Input/actions:
- Analyse logged requests, system behavior, and current business processes, identify improvement opportunities and recommend practical solutions.
- Distinguish between user issues, process issues and system-related issues
- Review existing workflows and identify opportunities for improvement
- Assess business impact and possible downstream effects
- Provide recommendations aligned with business needs and practical system capability
- Support solution discussions from a business perspective without producing detailed technical specifications
Coordinate and deliver business solutions.
- Rollout is smooth, with little to no production issues and repeat problems
- Defects and gaps are identified and resolved within agreed timelines before implementation
- Changes are fully tested, validated, and approved within agreed quality and delivery parameters before rollout
Input/actions:
- Coordinate work between business stakeholders, developers and relevant departments
- Follow up on open actions, dependencies, risks and outstanding feedback
- Clarify business requirements during development when questions arise
- Track progress of bugs, enhancements, reports, workflow changes, and process improvement items
- Support rollout planning and readiness activities for approved changes.
- Escalate delays, blockers or unclear requirements to the Software Support and Testing Manager where needed
Provide testing and implementation support
- Completed changes are tested, validated, and approved within agreed requirements before rollout
- Defects and gaps are identified early and resolved before implementation
- Rollouts are successfully delivered within agreed timeframes and parameters, with little to no production issues and repeat incidents
Input/actions:
- Collaborate with software development teams throughout the deliver lifecycle.
- Perform manual testing on completed changes
- Conduct user acceptance testing (UAT) and regression testing and validate that solutions meet business needs
- Create test plans or structured test scenarios when required
- Record defects, test outcomes, and user feedback clearly
- Collaborate with relevant teams to investigate and resolve issues identified during testing
- Provide handover support for newly implemented enhancements
- Support quality improvements by reducing avoidable rework
Manage stakeholder communication:
- Stakeholders receive regular and clear updates on progress, risks and rollout readiness
- Stakeholder expectations are managed professionally and constructively
- Users and managers are satisfied with the quality of engagement and Communication
Input/actions:
- Build sound working relationships with managers, users, developers and related teams
- Ensure stakeholders are informed of progress, issues, delays and next steps
- Facilitate discussions between business users, developers, testers and support teams to confirm alignment between requested change and proposed solution
- Manage feedback and communication throughout the ticket lifecycle
- Support users during rollout and post-implementation handover of new enhancements
- Escalate concerns where required through the software support and testing Manager
Effective self-management:
- Clear and timely stakeholder communication maintained throughout delivery.
- Deadlines met; relevant parties are informed of deadlines not met – able to provide appropriate resolution.
- Positive stakeholder experience achieved through effective engagement.
Input/actions:
- Ensure all tickets and configurations items are up to date by creating your own monitoring system.
- Follow up and update the status and information of tickets for the relevant stakeholders involved.
- Use the knowledge of the processes and methods used to assure that the activities of service meet employees’ needs.
- Maintain high standards of professionalism in all aspects of personal presentation and delivery.
- Demonstrate initiative in follow-through to ensure that personal quality and productivity standards are consistently and accurately maintained.
- Provide appropriate resolutions for tasks or deadlines not met.
- Support and drive the business’ core values.
- Maintain a positive attitude and respond openly to feedback.
Show commitment to teamwork and a willingness to achieve team
Purpose:
To identify business problems and understand change requests, document clear business requirements, coordinate solution delivery with relevant teams, and support the successful rollout of system enhancements in a fast-paced environment using the company's in-house ticketing system.
Key dials:
- Identify, gather, and document stakeholder requirements
- Conduct business and systems analysis.
- Coordinate and deliver business solutions.
- Provide testing and implementation support
- Manage stakeholder communication
- Effective self-management
Competency requirements for the position:
Knowledge
- General:
- MS Office proficiency
- Microsoft Visio Proficiency
- Agile Knowledge
- SDLC
- BABOK
- SQL Knowledge
- Manual Testing Knowledge
- Project Methodology
- Company:
- In–depth knowledge of the company policies, practices, processes and systems
- Understanding of the company operating model
- Express and implied ethical responsibilities
Skills:
- Written and verbal communication
- Workshop Facilitation
- Joint Application Development (JAD) Session Facilitation
- Prioritising and Planning
- Business Requirements Documents (BRD) user guide
- Stakeholder Management
- Time management
- Project Management
- Decision making skills
- Attention to detail
- Minimum qualification: Relevant BA Certification, with 4-5 years’ Experience
- NQF Alignment: Level 7
- OFO Alignment: 251101
- Job Grade: C
Organogram:
Identify, gather, and document stakeholder requirements:
- Business requirements are complete, accurate and approved by stakeholders
- Business needs, problems, and desired outcomes clearly defined and agreed within required timeframes.
- High-quality requirements documentation delivered with minimal rework
Input/actions:
- Receive, review, and assess requests submitted by managers through the in-house ticketing system.
- Engage with relevant stakeholders to understand business problems, assess impacts, and define required solution changes.
- Clarify requirements to define scope, expected outcomes, dependencies, and constraints by asking the correct questions
- Gather supporting information using examples, screenshots, mock-ups, illustrations and diagrams where needed
- Document requirements in concise Business Requirement Documents (BRD)-style documents
- Translate business needs into clear functional requirements, user stories, process flows and acceptance criteria
- Confirm requirements with stakeholders before handover to the relevant team
Conduct business and systems analysis.
- Business issues are effectively resolved through accurate analysis and practical solutions
- Change impacts are assessed before implementation, reducing business risk
- Analysis supports informed decisions with minimal rework
Input/actions:
- Analyse logged requests, system behavior, and curre
