Business Analyst

Key Responsibilities

1. Operational Excellence & BAU Leadership

Service Ownership: Lead the daily operations of business systems, ensuring high availability and reliability for end users.

Incident & Request Management: Triage and resolve support tickets, managing the lifecycle of issues from initial report to final resolution.

Access Governance: Oversee user provisioning and authentication workflows, ensuring strict adherence to security and compliance protocols.

2. POS Strategy & Vendor Management

System Health: Monitor and optimize the performance of POS systems across our FMCG network.

Partner Collaboration: Act as the primary technical liaison for external POS vendors, holding them accountable to SLAs and validating the quality of their deliverables.

3. Data & Technical Analytics

SQL Mastery: Write and refine complex SQL queries to troubleshoot system anomalies, generate custom reports, and perform deep dive data forensics.

Integrity Assurance: Work alongside technical teams to investigate data discrepancies and ensure the source of truth remains accurate across platforms.

4. Automation & Continuous Improvement

Process Re engineering: Identify friction points in daily operations and design automation solutions to eliminate repetitive manual tasks.

Knowledge Management: Create and maintain robust documentation for configurations and operational procedures to build a scalable knowledge base.

5. Stakeholder & Change Management

Business Alignment: Partner with cross functional leaders to translate business needs into technical requirements for system enhancements.

Change Advocacy: Support the rollout of system updates, ensuring users are informed, trained, and supported during transitions.

Qualifications & Skills

The Essentials:

Education: Bachelor's degree in IT, Computer Science, Business, or a related technical field.

Experience: 5 years in IT Operations, Business Analysis, or System Support roles.

Domain Knowledge: Proven track record supporting enterprise level applications (POS experience in a retail/FMCG environment is highly regarded).