Job Summary
We are seeking a talented and experienced Mid-Level Business Analyst to join our team, specializing in user support, training, system troubleshooting, documentation, and system design. The ideal candidate will have a strong background in analysing business processes, understanding user needs, providing effective solutions, and contributing to the documentation and design of robust systems. The suitable candidate will work in office, in a project-based module with support and guidance from senior team members/Technical Specialists from Cape Town and Gauteng. Key responsibilities will include but are not limited to:
User Support:
- Serve as a primary point of contact for end-users, addressing inquiries, issues, and requests related to system usage.
- Collaborate with cross-functional teams to identify and implement solutions that enhance user satisfaction.
- Provide timely and effective resolutions to user problems, escalating issues as needed.
Training:
- Develop and deliver user training programs, ensuring users have a comprehensive understanding of system functionalities.
- Create training materials, documentation, and resources to support user learning.
- Conduct training sessions, workshops, and webinars for individuals and groups.
System Troubleshooting:
- Analyse and diagnose system issues, working closely with IT teams to identify root causes and implement solutions.
- Document troubleshooting procedures and maintain a knowledge base for common issues and resolutions.
- Participate in system testing to ensure functionality meets user requirements.
Documentation:
- Create and maintain comprehensive documentation for system functionalities, user guides, and standard operating procedures.
- Ensure documentation is up-to-date and aligns with system changes and updates.
- Document business processes, requirements, and system architecture for reference and training purposes.
System Design:
- Contribute to the design and enhancement of systems to meet business and user requirements.
- Collaborate with development teams to translate business needs into technical specifications.
- Participate in system design reviews, offering insights and recommendations for improvement.
Business Process Analysis:
- Collaborate with stakeholders to gather and analyse business requirements related to user support and system functionality.
- Identify opportunities for process improvements and efficiency gains.
- Translate business needs into technical specifications for system enhancements.
Communication and Collaboration:
- Foster strong relationships with end-users, stakeholders, and cross-functional teams.
- Communicate effectively with both technical and non-technical stakeholders.
- Collaborate with IT and Dev teams to prioritize and implement system updates and enhancements
Qualifying Experience & Attributes:
- Bachelor's degree in Business Administration, Information Technology, or a related field
- Proven experience as a Business Analyst with a focus on user support, training, system troubleshooting, documentation, and system design
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Knowledge of relevant software and systems
- Ability to adapt to changing priorities and work independently
- Training or certification in relevant areas is a plus