Technical Business Analyst (Public Sector)

• 1-year contract, renewable • Hybrid work arrangement • Government project About the Role We are seeking a Technical Business Analyst to be deployed to the Ministry of Manpower (MOM), supporting the continuous enhancement, operation and modernisation of key digital channels, including the MOM Website, myMOM Portal and customer-facing chatbots. You will work closely with business stakeholders, product teams, vendors and engineering teams to deliver secure, reliable and citizen-centric digital services. Beyond day-to-day maintenance and enhancements, you will help improve customer journeys, strengthen self-service capabilities and introduce emerging technologies such as Artificial Intelligence (AI) where appropriate. We are looking for a curious, proactive and customer-focused individual who is comfortable navigating ambiguity and driving improvements from concept through implementation. Key Responsibilities Business Analysis & Solution Design • Engage stakeholders to understand business objectives, customer needs and operational challenges, translating them into clear business, functional and technical requirements. • Analyse existing processes, identify pain points and define future-state processes. • Recommend solutions that balance business value, user experience, technical feasibility and operational sustainability. • Facilitate workshops and develop user stories, process maps and acceptance criteria. • Work closely with vendors and engineering teams to ensure successful solution delivery. Digital Experience & Service Design • Analyse customer feedback, user behaviour and service journeys to identify opportunities to improve the MOM Website, myMOM Portal and chatbots. • Conduct user research, stakeholder interviews and customer journey mapping. • Collaborate with UX designers, content owners and technical teams to improve navigation, content discoverability, accessibility and self-service effectiveness. • Develop and validate prototypes to address user and business needs. Platform Management & Continuous Improvement • Oversee platform enhancements and operational support across MOM’s digital channels. • Manage enhancement requests, analyse defects, prioritise improvements and coordinate releases. • Monitor platform performance and investigate operational issues. • Work with vendors and support teams to maintain system reliability, security and performance. Digital Channel Modernisation • Support the modernisation of MOM’s digital channels to deliver seamless, intuitive and personalised user experiences. • Identify opportunities to simplify customer journeys, improve digital self-service, enhance content management and optimise search. • Evaluate emerging technologies, including AI-enabled capabilities, industry trends and best practices. • Contribute to the roadmap for the evolution of the MOM Website, myMOM Portal and chatbots. Quality Assurance & Testing • Define testing approaches, develop test scenarios and coordinate System Integration Testing (SIT), User Acceptance Testing (UAT) and production verification. • Validate delivered solutions against business and technical requirements and intended outcomes. • Support release planning, deployment readiness and post-implementation reviews. Stakeholder & Vendor Management • Act as the key liaison between business stakeholders, vendors and development teams. • Facilitate discussions, manage priorities, monitor delivery progress and resolve issues. • Monitor vendor performance and ensure deliverables meet contractual, operational and business expectations. Documentation & Governance • Maintain business, functional, technical and operational documentation throughout the platform lifecycle. • Ensure solutions comply with government ICT policies, security requirements, accessibility standards and governance frameworks. • Support audits, reviews and governance submissions where required. Requirements • Degree in Information Systems, Computer Science, Business Analytics, Engineering or a related discipline. • At least 5 years of experience in Business Analysis, Digital Product Delivery, Digital Transformation or Application Development and Maintenance. • Experience supporting or delivering customer-facing digital platforms, websites, portals, chatbots or online services. • Strong experience in requirements gathering, stakeholder engagement, solution design, testing and vendor management. • Experience in user research, customer journey mapping, service design and prototyping. • Familiarity with content management systems, website platforms, search technologies and chatbot solutions. • Knowledge of APIs, system integrations and cloud-based technologies. • Familiarity with Agile delivery methodologies and DevOps practices. • Strong analytical and problem-solving skills, with the ability to translate business needs into practical digital solutions. • Excellent communication, facilitation and stakeholder management skills. • Ability to balance strategic thinking with hands-on delivery. • Experience with AWS and/or Government Commercial Cloud (GCC) environments would be advantageous. • Experience supporting website, portal, chatbot or digital service modernisation initiatives would be highly advantageous. /Ref: T24-260