Business Analyst

Qualifications:

• Bachelor's degree in Information Systems, Computer Science, Industrial Engineering, Management, or a related field from a reputable university.
• 2–4 years of experience as a Business Analyst, Business Process Analyst, System Analyst, or similar role.
• Strong experience in business and system requirement analysis, process mapping, gap analysis, business rules, and process improvement.
• Experience in CRM, omnichannel, customer service, contact center, sales, customer engagement, e-commerce, or marketplace projects is preferred.
• Strong understanding of customer journey, customer profile, interaction history, case management, lead, complaint, and service monitoring processes.
• Proficient in SQL and data analysis tools such as Excel, Power BI, or Tableau.
• Familiar with Jira, Confluence, Azure DevOps, Freshdesk, Draw.io, Visio, Miro, or similar tools.
• Understanding of Agile/Scrum, Waterfall, or hybrid methodologies, as well as SIT/UAT and software testing processes.
• Experience in incident handling, issue analysis, root cause analysis, and supporting problem resolution is preferred.
• Understanding of data security, access control, audit trails, and customer data protection.
• Strong analytical, critical thinking, problem-solving, communication, documentation, negotiation, and stakeholder management skills.
• Ability to work independently and collaboratively with cross-functional teams, proactively clarify requirements, and adapt to new systems and business processes.
• Good command of Bahasa Indonesia and professional working proficiency in English.

Job Description:

• Analyze business processes, user needs, and system requirements to identify gaps, risks, dependencies, and improvement opportunities.
• Develop As-Is and To-Be processes, conduct gap analysis, define business rules, and provide recommendations for process and system improvements.
• Gather requirements through interviews, workshops, discussions, and business process observations, and translate them into clear and structured business and system requirements.
• Prepare and maintain BRDs, RDMs, user stories, acceptance criteria, process flows, BPMN, and other supporting requirement documentation.
• Analyze end-to-end relationships between business processes, system features, data, user roles, statuses, and integrations.
• Communicate and clarify requirements with business users, Product Owners, Developers, QA Engineers, UI/UX Designers, and other technical stakeholders.
• Perform data analysis and database queries to support requirement analysis, data validation, investigation, reconciliation, and root cause analysis.
• Support the end-to-end SDLC, including requirement analysis, development, SIT/UAT, implementation, and post-implementation activities.
• Assist in preparing and reviewing test scenarios, acceptance criteria, test results, and UAT outcomes in collaboration with QA and business users.
• Handle service requests and incidents, analyze issues, coordinate problem resolution, and provide progress updates to relevant stakeholders.
• Coordinate with internal and external teams to ensure effective requirement alignment, issue resolution, project execution, and daily operational support.
• Create and maintain project documentation, operational documentation, and knowledge base materials using relevant documentation and ticketing tools.
• Support CRM, omnichannel, customer service, contact center, sales, and customer engagement processes, including customer journey, customer profiles, interaction history, case management, leads, complaints, and service monitoring.
• Ensure consistency across requirements, business rules, process flows, data, system behavior, access controls, audit trails, and customer data protection requirements.