Business Analyst

VLink Inc; Jakarta Pusat; On-site; IDR 150,000,000 - 240,000,000; Full time

Job summary

VLink Inc in Jakarta is seeking a Business Analyst to analyze business processes and system requirements, identify gaps, and propose improvements. You will map processes, translate needs into BRDs and user stories, and support SDLC from analysis to post-implementation.

The role requires 2–4 years of experience, a related degree, strong SQL and data-analysis skills, and collaboration with cross-functional teams to ensure effective delivery.

Qualifications

• Bachelor's degree in Information Systems, CS, Industrial Eng, Management, or related field.
• 2–4 years of experience as a Business Analyst or similar role.
• Experience in requirements analysis, process mapping, gap analysis and business rules.
• Experience in CRM/omnichannel/customer service/projects preferred.
• Strong understanding of customer journey, profiles, interaction history and case management.
• Proficient in SQL and data analysis tools (Excel, Power BI, Tableau).
• Familiar with Jira, Confluence, Azure DevOps, Freshdesk, Draw.io, Visio, Miro.
• Understanding of Agile/Scrum, Waterfall, or hybrid; SIT/UAT and testing processes.
• Experience in incident handling, root-cause analysis, and problem resolution.
• Understanding of data security, access control, audit trails, and protection.
• Strong analytical, communication, documentation, and stakeholder management skills.
• Able to work independently and with cross-functional teams.

Responsibilities

• Analyze business processes, user needs, and system requirements to identify gaps and improvements.
• Develop As-Is/To-Be processes, conduct gap analysis, and define business rules.
• Gather requirements via interviews, workshops, and observations; translate to BRDs and user stories.
• Prepare BRDs, RDMs, user stories, acceptance criteria, and process flows.
• Analyze end-to-end relationships among processes, system features, data, and integrations.
• Clarify requirements with Business Users, Product Owners, Developers, QA, and other stakeholders.
• Perform data analysis and queries to support requirement analysis and validation.
• Support end-to-end SDLC including SIT/UAT and post-implementation activities.
• Assist in test scenarios, acceptance criteria, test results, and UAT with QA and users.
• Handle service requests and incidents; coordinate resolution and updates.
• Coordinate with internal/external teams for requirement alignment and project execution.
• Create and maintain project and knowledge-base documentation.
• Support CRM/omnichannel/customer service processes including journey, profiles, leads, and monitoring.

Skills

Business Analysis

Process Mapping

Gap Analysis

Requirements Elicitation

SQL

Data Analysis

Stakeholder Management

English Proficiency

Education

Bachelor's degree in Information Systems

Tools

Jira

Confluence

Azure DevOps

Freshdesk

Draw.io

Visio

Miro

Job description

• Bachelor's degree in Information Systems, Computer Science, Industrial Engineering, Management, or a related field from a reputable university.
• 2–4 years of experience as a Business Analyst, Business Process Analyst, System Analyst, or similar role.
• Strong experience in business and system requirement analysis, process mapping, gap analysis, business rules, and process improvement.
• Experience in CRM, omnichannel, customer service, contact center, sales, customer engagement, e-commerce, or marketplace projects is preferred.
• Strong understanding of customer journey, customer profile, interaction history, case management, lead, complaint, and service monitoring processes.
• Proficient in SQL and data analysis tools such as Excel, Power BI, or Tableau.
• Familiar with Jira, Confluence, Azure DevOps, Freshdesk, Draw.io, Visio, Miro, or similar tools.
• Understanding of Agile/Scrum, Waterfall, or hybrid methodologies, as well as SIT/UAT and software testing processes.
• Experience in incident handling, issue analysis, root cause analysis, and supporting problem resolution is preferred.
• Understanding of data security, access control, audit trails, and customer data protection.
• Strong analytical, critical thinking, problem-solving, communication, documentation, negotiation, and stakeholder management skills.
• Ability to work independently and collaboratively with cross-functional teams, proactively clarify requirements, and adapt to new systems and business processes.
• Good command of Bahasa Indonesia and professional working proficiency in English.

Job Description

• Analyze business processes, user needs, and system requirements to identify gaps, risks, dependencies, and improvement opportunities.
• Develop As-Is and To-Be processes, conduct gap analysis, define business rules, and provide recommendations for process and system improvements.
• Gather requirements through interviews, workshops, discussions, and business process observations, and translate them into clear and structured business and system requirements.
• Prepare and maintain BRDs, RDMs, user stories, acceptance criteria, process flows, BPMN, and other supporting requirement documentation.
• Analyze end-to-end relationships between business processes, system features, data, user roles, statuses, and integrations.
• Communicate and clarify requirements with business users, Product Owners, Developers, QA Engineers, UI/UX Designers, and other technical stakeholders.
• Perform data analysis and database queries to support requirement analysis, data validation, investigation, reconciliation, and root cause analysis.
• Support the end-to-end SDLC, including requirement analysis, development, SIT/UAT, implementation, and post-implementation activities.
• Assist in preparing and reviewing test scenarios, acceptance criteria, test results, and UAT outcomes in collaboration with QA and business users.
• Handle service requests and incidents, analyze issues, coordinate problem resolution, and provide progress updates to relevant stakeholders.
• Coordinate with internal and external teams to ensure effective requirement alignment, issue resolution, project execution, and daily operational support.
• Create and maintain project documentation, operational documentation, and knowledge base materials using relevant documentation and ticketing tools.
• Support CRM, omnichannel, customer service, contact center, sales, and customer engagement processes, including customer journey, customer profiles, interaction history, case management, leads, complaints, and service monitoring.
• Ensure consistency across requirements, business rules, process flows, data, system behavior, access controls, audit trails, and customer data protection requirements.