Senior Business Analyst – Consumer Servicing (APAC)

Pride Global; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Pride Global is seeking a seasoned Business Analyst to bridge business and technology across APAC Consumer Servicing Technology. You will translate complex needs into actionable requirements and deliver improvements to consumer-facing servicing platforms across the region.

The role requires excellent communication, strong analytical capabilities, and the ability to navigate a fast-paced, complex environment with senior stakeholders and cross-functional teams.

Qualifications

• 10+ years of Business Analyst experience in technology or large-scale change initiatives.
• Excellent verbal and written communication with senior stakeholders.
• Proven experience managing senior stakeholders in complex environments.
• Hands-on experience with client-facing or consumer servicing systems (CRM, digital portals, contact centers).
• Strong analytical and problem-solving skills; ability to translate requirements into specs.
• Proficient in BA artefacts: user stories, BRDs, use cases, acceptance criteria.
• Knowledge of Agile and Scrum methodologies.
• Proficient in Jira, Confluence, MS Visio, and MS Office.

Responsibilities

• Elicit, document, analyse, and validate business requirements via workshops and interviews.
• Develop BA artefacts: BRDs, user stories, process maps, use cases, acceptance criteria.
• Assess servicing systems to identify gaps and improvement opportunities.
• Translate requirements into clear specs for development and QA teams.
• Lead requirements workshops and manage UAT with business testers.
• Support sprint planning, backlog refinement, and iteration reviews.
• Maintain traceability and governance across the delivery lifecycle.
• Support change management and post-implementation reviews.

Skills

Stakeholder management

Analytical thinking

Communication

Agile & Scrum

Business analysis

Education

CBAP

PMI-PBA

IIBA

Tools

Jira

Confluence

MS Visio

MS Office

Job description

Pride Global is seeking a seasoned Business Analyst to bridge business and technology across APAC Consumer Servicing Technology. You will translate complex needs into actionable requirements and deliver improvements to consumer-facing servicing platforms across the region.

The role requires excellent communication, strong analytical capabilities, and the ability to navigate a fast-paced, complex environment with senior stakeholders and cross-functional teams.