Business Process Analyst

Responsibilities

1. Experienced in conducting business process analysis, user needs analysis, and system requirements analysis.
2. Able to develop as-is processes, to-be processes, gap analysis, business rules, and process improvement recommendations.
3. Able to translate business needs into clear, structured, and actionable requirements.
4. Able to prepare 3RD, ROM, user stories, acceptance criteria, process flows, and supporting requirements.
5. Strong analytical skills to identify gaps, risks, dependencies, and improvement needs.
6. Able to understand the end-to-end relationships between processes, features, data, roles, statuses, and integrations.
7. Able to gather requirements through interviews, workshops, discussions, and business process observations.
8. Able to clearly explain requirements to users, developers, QA, UI/UX, and technical teams.
9. Able to create flowcharts, swimlane diagrams, BPMN, and other business process diagrams.
10. Basic to intermediate understanding of databases and data structures.
11. Able to perform data queries for analysis, validation, investigation, and data reconciliation.
12. Willing to learn the queries and characteristics of databases used in the project.
13. Able to analyze data to identify anomalies, duplicates, patterns, and root causes.
14. Understands the system development lifecycle, from requirements and development through testing, UAT, and implementation.
15. Able to support the preparation of test scenarios, acceptance criteria, and UAT result validation.
16. Detail-oriented in maintaining consistency across requirements, business rules, flows, data, and system behavior.
17. Able to work independently as well as collaborate with business and technology teams.
18. Good verbal and written communication skills in Bahasa Indonesia.
19. Able to read and prepare work documentation in English.

Qualifications

1. Education: Minimum Bachelor's degree (S1) in Information Systems, Information Technology/Computer Science, Industrial Engineering, Management, or a related field.
2. Experience: Minimum 2–3 years of experience as a Business Process Analyst, Business Analyst, System Analyst, or in a similar position.
3. Skills: Product management skills and knowledge of CRM, customer applications, websites, or e-commerce/marketplaces are preferred.
4. Strong interpersonal and communication skills, including negotiation, communication, presentation, and critical thinking.
5. Experience working on projects involving CRM, omnichannel, customer service, contact centers, sales, or customer engagement.
6. Understanding of the customer journey and customer interactions across multiple channels.
7. Understanding of concepts such as customer profiles, interaction history, case management, leads, complaints, and service monitoring.
8. Experience using SQL, Excel, Power BI, Tableau, or other data analysis tools.
9. Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation tools.
10. Understanding of Agile, Scrum, Waterfall, or hybrid methodologies.
11. Understanding of data security, access rights, audit trails, and customer data protection.
12. Strong ability to learn quickly, think critically, and proactively clarify unclear requirements.