Business Process Analyst

Lancesoft Indonesia; Jakarta Pusat; On-site; IDR 150,000,000 - 360,000,000; Full time

Job summary

Lancesoft Indonesia is seeking a Business Process Analyst to analyze business processes, user needs, and system requirements across CRM, omnichannel, and customer engagement initiatives. The role includes developing as-is and to-be processes, conducting gap analyses, and proposing actionable improvements.

You will translate business needs into clear requirements, prepare user stories and acceptance criteria, and support test scenarios and UAT.

Qualifications

• Minimum Bachelor's degree in Information Systems or related field.
• 2–3 years of experience as a Business Process Analyst or similar role.
• Experience with CRM, omnichannel, customer service, contact centers, or customer engagement.
• Strong interpersonal and communication skills.
• Experience with SQL, Excel, Power BI, Tableau, or similar data analysis tools.
• Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation tools.
• Understanding of Agile, Scrum, Waterfall, or hybrid methodologies.
• Understanding of data security, access rights, audit trails, and customer data protection.

Responsibilities

• Analyze business processes, user needs, and system requirements.
• Develop as-is and to-be processes, gap analyses, and business rules; suggest improvements.
• Translate business needs into clear, structured, actionable requirements; prepare test scenarios and acceptance criteria.
• Create flowcharts, BPMN, and other diagrams; prepare documents like 3RD/ROM, user stories, and process flows.
• Collaborate with users, developers, QA, UI/UX, and technical teams; communicate requirements effectively.

Skills

Communication

SQL

Power BI

Tableau

CRM

Omnichannel

Customer service

Customer engagement

Agile

Data analysis

Education

Bachelor's degree in Information Systems / IT / CS / Industrial Engineering / Management

Tools

Jira

Confluence

Draw.io

Visio

Miro

SQL tools

Job description

• Experienced in conducting business process analysis, user needs analysis, and system requirements analysis.
• Able to develop as-is processes, to-be processes, gap analysis, business rules, and process improvement recommendations.
• Able to translate business needs into clear, structured, and actionable requirements.
• Able to prepare 3RD, ROM, user stories, acceptance criteria, process flows, and supporting requirements.
• Strong analytical skills to identify gaps, risks, dependencies, and improvement needs.
• Able to understand the end-to-end relationships between processes, features, data, roles, statuses, and integrations.
• Able to gather requirements through interviews, workshops, discussions, and business process observations.
• Able to clearly explain requirements to users, developers, QA, UI/UX, and technical teams.
• Able to create flowcharts, swimlane diagrams, BPMN, and other business process diagrams.
• Basic to intermediate understanding of databases and data structures.
• Able to perform data queries for analysis, validation, investigation, and data reconciliation.
• Willing to learn the queries and characteristics of databases used in the project.
• Able to analyze data to identify anomalies, duplicates, patterns, and root causes.
• Understands the system development lifecycle, from requirements and development through testing, UAT, and implementation.
• Able to support the preparation of test scenarios, acceptance criteria, and UAT result validation.
• Detail-oriented in maintaining consistency across requirements, business rules, flows, data, and system behavior.
• Able to work independently as well as collaborate with business and technology teams.
• Good verbal and written communication skills in Bahasa Indonesia.
• Able to read and prepare work documentation in English.

Qualifications

• Education: Minimum Bachelor's degree (S1) in Information Systems, Information Technology/Computer Science, Industrial Engineering, Management, or a related field.
• Experience: Minimum 2–3 years of experience as a Business Process Analyst, Business Analyst, System Analyst, or in a similar position.
• Skills: Product management skills and knowledge of CRM, customer applications, websites, or e-commerce/marketplaces are preferred.
• Strong interpersonal and communication skills, including negotiation, communication, presentation, and critical thinking.
• Experience working on projects involving CRM, omnichannel, customer service, contact centers, sales, or customer engagement.
• Understanding of the customer journey and customer interactions across multiple channels.
• Understanding of concepts such as customer profiles, interaction history, case management, leads, complaints, and service monitoring.
• Experience using SQL, Excel, Power BI, Tableau, or other data analysis tools.
• Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation tools.
• Understanding of Agile, Scrum, Waterfall, or hybrid methodologies.
• Understanding of data security, access rights, audit trails, and customer data protection.
• Strong ability to learn quickly, think critically, and proactively clarify unclear requirements.