Business Analyst and Scrum Master

Silverstreet (M) Sdn Bhd; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Competitive salaries

Reference checks

Job summary

Soprano Design (Silver Street in Malaysia) is seeking a Business Analyst/Product Owner to drive the IC platform and ARIA. You will partner with sales, finance, NOC, routing, product marketing, and solution consultants to deliver high-quality requirements and new features.

The role demands experience in Agile environments, strong presentation and communication skills, and the ability to translate customer needs into actionable user stories and epics.

Qualifications

• Proven ability to influence cross-functional teams without formal authority.
• Experience gathering requirements from stakeholders and managing relationships at all levels.
• Experience in Agile, Scrum or Kanban.
• Experience building Billing Engine or Billing platforms is highly desirable.
• Experience in AI and chatbots is desirable.

Responsibilities

• Own the IC platform and ARIA, contributing to product strategy aligned with business goals.
• Define and maintain the product backlog, roadmap, and go-to-market launches.
• Gather customer feedback and conduct market analysis to ensure product-market fit.
• Write requirements and create UX/UI sketches or wireframes for new features.
• Lead product workshops and collaborate with engineering, sales, and marketing.
• Produce product documentation for operations, support, and customers.
• Conduct product training and demos for internal teams and partners.

Skills

Stakeholder management

Agile/Scrum

Requirements gathering

Wireframes/UI prototypes

Product lifecycle

Education

Degree in Business Management/Engineering/IT

Tools

Billing engine / ARIA

Job description

As a Business Analyst you will be responsible for the commercial and business success of International Connectivity (IC) products and ensure that the products Soprano takes to market resonate with our customers (both internal and external customers) and prospects, and that they can see an easy way to purchase and use the capabilities. The IC platform also has Intranet module that acts as a billing and rating engine and is used by multiple stakeholders within the business for business operations.

You are responsible for product planning and execution of IC platform, throughout the Product Lifecycle, including gathering, and prioritizing product and customer requirements, defining the product strategy and roadmap, and working closely with engineering, sales, marketing, and support to ensure revenue and customer satisfaction goals are met. It also includes ensuring that the product supports the company's overall strategy and goals.

This role will work with the product management team to answer fundamental questions such as:

What do current and future customers require from our products?

Do our products meet the expectations of customers and maximise value?

Do customers and staff know how to use our products effectively?

You have two primary interactions:

To understand from both our internal (Soprano) and external customers how they use our products and work on product market fit to improve our product to help customers achieve their goals.

Work with our internal teams such as sales, finance, NOC, routing, product marketing, marketing and solution consultants to define high quality requirements to create and launch new products, and/or enhance the existing product set.

WHAT YOU WILL OWN

This includes but is not limited to:

Be the product owner of a leading IC platform and ARIA (Internal Billing and Routing Platform) servicing both Soprano Internal teams and a global Enterprise customer base and contribute to and help execute a product strategy that aligns and delivers to our business strategy.

Work with the Soprano Finance teams to understand the billing requirements for Soprano Group and drive the product development of ARIA system.

Own (develop and maintain) the product roadmap; maintain and prioritise the product backlog and track product releases.

Contribute to product roadmap by conducting product workshops, market and competitors' analysis and gather customer feedback to ensure product market fit and translate insights into product strategy.

Business analysis to understand how a feature impacts logic and system behavior.

Manage PLCM including conceptualisation, requirements, implementation and delivery, go to market Launch, reporting, customer feedback and issues.

Continue to lead the product delivery as Scrum Master and ensure product development and delivery adheres to our standard SDLC processes; continue the current duties as Scrum Master.

Be the customer's voice within the development process and write requirements, define user experience using wireframes and/or UX/UI prototypes – typically as user stories and epics.

Validate the product through appropriate test cases.

Provide documentation to operations, NOC, routing, customer service, marketing, and customers to ensure great customer experience.

Work independently and carry out responsibilities of this role are conducted with autonomy and/or limited supervision to consistently meet Soprano's quality, functional and schedule expectations.

Partner with the engineering teams to provide products that lead to customer success.

Evaluate and prioritise ideas while considering available resources such as time, budgets, customer demand and the like.

Understand and map out current 'as is' technical and business processes, get consensus and collaborate with product, stakeholders, and engineering teams.

Develop deep understanding of customer needs to craft product changes that really have an impact.

Develop wireframes and document use cases to capture the customer business scenarios and define user journeys and interactions with the product.

Gather information from the business to inform teams on business objectives and strategy.

Utilise relevant business analysis techniques to perform analysis and design current processes.

Ensure the product documentation is up to date for the new/existing features developed as part of the product releases. Documentation includes writing help articles, API guides, user guides and/or product release notes.

Engage with stakeholders for assessing current state, future state and identification of any risk/issues for the implementation of new integrations between systems.

Business case writing and development, collaborating with product, design and engineering teams.

Identify opportunities for training needs across the organisation.

Administer and maintain product UAT, help articles and documentation processes and ensure product documentation is up to date.

Conduct product training and demos to cross functional (internal) teams, customers and partners as required.

Participate in daily scrum meetings, planning, reviews and retrospectives.

Lead GTM product launches and conduct product briefings and training to internal stakeholders (product marketing, sales, solution consultants, support, operations etc.) with insights on key differentiators, messaging and positioning.

WHAT YOU WILL BRING

Minimum 3+ years' experience as a Business Analyst or Product Owner or Product Manager with a degree in Business Management, Engineering or IT.

Proven ability to influence cross-functional teams without formal authority.

Experience in gathering requirements from stakeholders and managing relationships at all levels of the business to get information quickly and accurately.

Experience in Agile, Scrum or Kanban.

Experience as a Business Analyst or Product Owner or Product Manager of building Billing Engine or Billing platforms is highly desirable.

Experience in Artificial Intelligence and Chatbots is desirable.

Six Sigma and/or process mapping skills and experience in service design.

Experience in design thinking, design methodologies such as journey mapping, current state and future state mapping.

Demonstrated success defining and launching excellent products.

Excellent teamwork skills with ability to deliver real results and work fast.

Excellent presentation and communication skills are mandatory.

Demonstrate high level of curiosity, creativity, and ambition.

WHY SOPRANO?

Work for a leader in the CPaaS industry: We are a leading enabler for enterprise communications, with a customer-centered approach that allows us to reach significant results with our clients and partners.

Our focus on Technology: We pride ourselves on building technology for the future of communication that creates richer meanings, deeper trust and better connections.

Global presence: Soprano is headquartered in Sydney, but we have a global presence in Europe, North America, South America, New Zealand and Southeast Asia

Collaborative and inclusive environment: We are committed to a workplace environment where every employee is respected and empowered to be their best selves at work.

Training and Development: We're a small company with global presence that allows you to gain valuable insight and exposure to various markets worldwide

Competitive salaries: We are a pay for performance company that values your contributions through our competitive salaries, rewards and recognition programs

Flexible Working: We're a lover of hybrid working, and this allows us to stay connected to our global teams while allocating time to do the things we love. Some roles are remote due to scope.

People are at the core of what we do and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of age, gender, nationalities, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and is subject to satisfactory background checks

Why Soprano?

AtSoprano Design (operating as Silver Street in Malaysia), we’re not just building products we’re powering the future of enterprise communication. Headquartered in North Sydney and operating globally, we’re a leadingCPaaS (Communications Platform as a Service)provider with more than 30 years of experience and over 4,500 enterprise and government clients worldwide.

Soprano’s flagship product, Soprano Connect, is an innovative award-winning platform that helps customers to strategically integrate, email, SMS, voice, conversational AI, IP messaging and social channels such as RCS, WhatsApp and Google Business Messages into a seamless secure omni-channel business mobile messaging experience.

AtSoprano Design (operating as Silver Street in Malaysia), we’re not just building products we’re powering the future of enterprise communication. Headquartered in North Sydney and operating globally, we’re a leadingCPaaS (Communications Platform as a Service)provider with more than 30 years of experience and over 4,500 enterprise and government clients worldwide.

Soprano’s flagship product, Soprano Connect, is an innovative award-winning platform that helps customers to strategically integrate, email, SMS, voice, conversational AI, IP messaging and social channels such as RCS, WhatsApp and Google Business Messages into a seamless secure omni-channel business mobile messaging experience.