About the position
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 equivalent
Experience:
- 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.
- Requirements Elicitation
- Gather requirements through structured interviews, workshops, and system investigations.
- Translate business needs into well-defined functional and non-functional requirements.
- Engage with users from across the organisation to ensure stakeholder expectations are aligned.
- Understand and reflect contact centre operational realities in technical requirements.
- Requirements Management and Communication
- Create clear, structured documentation (e.g. BRDs, user stories, flow diagrams) to ensure shared understanding.
- Collaborate with stakeholders for validation and timely sign-off on requirements.
- Adapt documentation formats and styles for both internal developers and external vendors.
- Manage changes to requirements and scope throughout the project lifecycle.
- Requirements Analysis
- Prioritise requirements and assess their value against strategic business objectives.
- Use diagrams, models, SQL queries, and structured analysis to validate feasibility and impact.
- Define and document assumptions, constraints, and business rules.
- Ensure that solutions are aligned with both business goals and technical architecture.
- Solution Assessment and Validation
- Work closely with developers, testers, and vendors to ensure that delivered solutions meet business needs.
- Review and validate test plans and test cases to ensure thorough coverage of requirements.
- Conduct or support user acceptance testing and feedback loops.
- Monitor post-deployment performance and propose follow-up enhancements if needed.
Functional Competencies:
- Deep understanding of business and systems analysis principles and practices.
- Technical proficiency with SQL, data analysis, and system investigations.
- Experience with contact centre technologies including diallers, IVR, SMS, USSD, and WhatsApp integrations.
- Strong documentation, facilitation, and communication skills.
- Familiarity with Agile and hybrid delivery methodologies.
- Ability to work independently and within cross-functional teams.
Behavioural Competencies:
- Proactive and solution-focused mindset.
- Excellent interpersonal and stakeholder engagement skills.
- High attention to detail and accuracy.
- Comfortable working in a fast-paced, changing environment.
- Strong sense of ownership and accountability.
General:
- Only shortlisted candidates will be contacted. Should you not hear from us after 30 days you may consider your application unsuccessful
- In keeping with our client’s employment equity requirements, only South African citizens will be considered.
- Please include your current salary and salary expectations.
- By submitting your application, you are giving Capital H implicit consent to the storage and processing of your personal information.
Desired Skills:
- Agile
- Business Analysis
- Communication Strategy
- Financial Services
- Jira
- Requirements Elicitation
- Systems Analysis
