Business Analyst at Nexio

KEY ACTIVITIES

• To perform gap analysis and create Business requirement documentation based on the results of the analysis. 
• Facilitate JAD and information gathering sessions. Create business presentations for Enterprise Technology Service Management processes. 
• Design new programs by analysing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications. 
• Create user requirements, and articulate user stories.   
• Define software configuration specifications.  
• Improves systems by studying current practices, designing modifications. 
• Recommends controls by identifying problems, writing improved procedures. 
• Provide subject matter expertise to the Vodacom Bid Office and functional users as part of the Request for Proposal processes. 
• Develop, maintain and continually progress in knowledge of Service Management applications, including but not limited to: 
  • Infovista, 
  • ServiceNow, 
  • Rae, 
  • Google 
  • SharePoint 
  • MSPI
• Create training, support and process documents. 
• Independently manage small-to-medium internal department projects 
• Monitors adherence to Vodacom Business methodology and governance across all business analysis assignments 
• Provide technical coaching to Service analysts to shape deliverables and to develop the business analysis competency. 
• Any other duties as assigned 

KEY COMPETENCIES 

• Ensures tasks are prioritised appropriately. 
• Ensures that high prioritised tasks are completed timeously. 
• Provides leadership to deploy/adopt new technologies. 
• Proposes and executes solutions to problems encountered. 
• Uses initiative to find ways of adding value to Nexio without waiting for instructions from management. 
• Uses past experience and initiative to implement improvement strategies to service tower. 
• Assists in developing checklists to monitor health and remediate issues experienced by systems and tools used by team. 
• Assists in developing standard operating procedures for the operational tasks of the team.  

PROFESSIONAL COMPETENCIES

• Analyses Incidents, events and Cases and is able to triage and prioritize them for effective remediation. 
• Timeous resolution of Incidents and Cases 
• Analyses cases for effective, efficient interaction with customers and operational teams. 
• Makes high quality updates in ServiceNow Incidents and Cases. 
• Produce, maintain and contribute to SOPs for functions performed. 
• Develop and contribute to effective dashboards and action intelligence reporting for Nexio and customers.

QUALIFICATIONS & EXPERIENCE 

• At least 2 years’ experience as a Business Analyst in a complex services environment
• Understands how his or her specific role fits in with the overall Service and Service Lifecycle
• Must be an effective communicator
• Is a respected member of a department who can combine daily departmental activities with the coordination role
• Knows how to ‘get things done’ with professionalism
• Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyse the data produced by the different monitoring systems.
• ITIL Foundation Certificate
• Proficiency in Microsoft Word, Excel and PowerPoint