Business Analyst

Key Responsibilities • Oversee day-to-day BAU operations, ensuring high availability, performance, and reliability. • Act as the primary point of contact for business users on system issues, service requests, and enhancements. • Manage and priorities incidents, service requests, and change requests in accordance with SLAs. • Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and relevant technology stakeholders. • Ensure data quality, integrity, and proper usage across the system. • Recommend and drive continuous improvements. • Enforce governance and compliance with relevant policies and standards. • Ensure adherence to data protection requirements under the Personal Data Protection Act (PDPA). • Support enhancements and releases, including requirements analysis, testing, and deployment coordination. • Maintain system documentation, SOPs, and knowledge base articles. • Drive data quality, reporting, and analytics to support policy-making and operational insights. • Manage vendors and support service delivery in an SLA-driven environment. Qualifications / Requirements: • Strong analytical, troubleshooting, and stakeholder management skills. • Ability to manage vendors and work effectively in an SLA-driven environment. • Proficiency with requirements management tools such as JIRA and Confluence. • Experience independently managing IT projects, preferably within a government or public-sector environment, either as a Project Manager or in a dual Business Analyst/Project Manager capacity. • Proficiency in frontend web development using ReactJS, JavaScript, HTML5, and CSS3. • Experience collaborating with business users, UX designers, and developers to deliver responsive, accessible, and maintainable web applications. • Knowledge and experience with relevant government digital platforms and tools would be an added advantage.