Business Process Analyst

Lancesoft Indonesia; Jakarta Utara; On-site; IDR 167,400,000 - 245,520,000; Full time

Job summary

Lancesoft Indonesia seeks a Business Process Analyst to analyze and improve business processes, translate needs into requirements, and support project delivery. You will work with CRM, omnichannel, and data teams to ensure clear documentation and acceptance criteria.

The role requires 2–3 years of relevant experience, strong communication, and familiarity with SQL and BI tools. Indonesian and English proficiency are essential for collaboration across teams and documentation.

Qualifications

• Education: Minimum Bachelor’s degree in Information Systems, Informatics Engineering, Industrial Engineering, Management, or related field.
• Experience: 2–3 years in Business Process Analyst/Business Analyst/System Analyst or similar roles.
• Skills: Product management knowledge and familiarity with CRM, customer apps, e-commerce, or marketplaces.
• Interpersonal and communication skills (negotiation, presentation, critical thinking).
• Experience with CRM, omnichannel, customer service, contact centers, sales, or engagement projects.
• Understanding of customer journey processes and customer interactions across channels.
• 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.
• Ability to learn quickly, think critically, and seek clarification on unclear requirements.

Responsibilities

• Analyze business processes, user needs, and system requirements.
• Develop as-is and to-be processes, gaps, and improvement recommendations.
• Translate business needs into clear, structured, actionable requirements.
• Prepare BRDs, RDMs, user stories, acceptance criteria, and process flows.
• Identify gaps, risks, dependencies, and improvement opportunities.
• Understand end-to-end interrelationships between processes, data, roles, and integrations.
• Elicit requirements via interviews, workshops, and observations.
• Explain requirements to users, developers, QA, and UI/UX teams.

Skills

Analytical thinking

Requirements gathering

Interpersonal communication

Critical thinking

Presentation skills

Indonesian language

English reading/writing

Education

Bachelor's degree

Tools

SQL

Excel

Power BI

Tableau

CRM platforms

Jira

Confluence

Job description

Business Process Analyst Responsibilities

1. Experienced in conducting analysis of business processes, user needs, and system requirements.

2. Capable of developing "as-is" and "to-be" processes, gap analyses, business rules, and process improvement recommendations.

3. Capable of translating business needs into clear, structured, and actionable requirements.

4. Capable of preparing BRDs, RDMs, user stories, acceptance criteria, process flows, and supporting requirements.

5. Possesses strong analytical skills to identify gaps, risks, dependencies, and areas for improvement.

6. Capable of understanding the end-to-end interrelationships between processes, features, data, roles, statuses, and integrations.

7. Capable of eliciting requirements through interviews, workshops, discussions, and business process observations.

8. Capable of clearly explaining requirements to users, developers, QA, UI/UX teams, and technical teams.

9. Capable of creating flowcharts, swimlane diagrams, BPMN diagrams, or other business process diagrams.

10. Possesses basic to intermediate understanding of databases and data structures.

11. Capable of executing data queries for analysis, validation, investigation, and data reconciliation purposes.

12. Willing to learn the queries and database characteristics used in the project.

13. Capable of performing data analysis to identify anomalies, duplicates, patterns, and root causes.

14. Understands system development stages, ranging from requirements and development to testing, UAT, and implementation.

15. Capable of supporting the preparation of test scenarios and acceptance criteria, as well as validating UAT results.

16. Meticulous in maintaining consistency across requirements, business rules, flows, data, and system behavior. 17. Able to work independently and collaborate with business and technology teams.

18. Possesses good verbal and written communication skills in Indonesian.

19. Able to read and prepare work documentation in English.

Qualifications

1. Education: Minimum Bachelor’s degree (S1) in Information Systems, Informatics Engineering, Industrial Engineering, Management, or a related field.

2. Experience: Minimum 2–3 years as a Business Process Analyst, Business Analyst, System Analyst, or in a similar position.

3. Skills: Product management skills and knowledge of CRM, customer apps and websites, or e-commerce/marketplaces are preferred.

4. Interpersonal and communication skills (negotiation, communication, presentation, critical thinking).

5. Experience with projects involving CRM, omnichannel, customer service, contact centers, sales, or customer engagement.

6. Understanding of customer journey processes and customer interactions across various channels.

7. Understanding of concepts such as customer profiles, interaction history, case management, leads, complaints, and service monitoring.

8. Experience using SQL, Excel, Power BI, Tableau, or other data analysis tools.

9. Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation tools.

10. Understanding of Agile, Scrum, Waterfall, or hybrid work methodologies.

11. Understanding of data security, access rights, audit trails, and customer data protection.

12. Ability to learn quickly, think critically, and confidently seek clarification on unclear requirements.