System Analyst

Tele-centre Services Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Tele-centre Services Pte Ltd is seeking a motivated System Analyst to act as a key liaison between business users, IT teams, developers and vendors, ensuring business requirements are translated into reliable IT solutions. The role covers requirements gathering, project coordination, change request management, UAT, application support and vendor management.

The candidate will coordinate the day-to-day activities of the .NET development team and maintain strong product knowledge of Amazon Connect

Qualifications

• Bachelor's degree or diploma in IT/CS or related field.
• 3-5 years of relevant experience in BA, system analysis or IT roles.
• Experience with cloud, .NET, APIs or call centre technologies is advantageous.

Responsibilities

• Engage business users and stakeholders to understand needs and translate them into clear functional requirements, user stories and acceptance criteria.
• Manage requirements, Change Requests, scope, timelines and deliverables from initiation through implementation.
• Coordinate internal teams, developers, business users and vendors to ensure requirements are understood, developed, tested and delivered.
• Conduct UAT coordination, obtain business sign-off and ensure projects are delivered within scope, timeline and quality requirements.
• Identify opportunities for process and system improvements and provide regular status updates to management.

Skills

Business Analysis

SDLC

Requirements gathering

UAT

Vendor management

Stakeholder management

NET knowledge

Databases- SQL

Documentation

Project coordination

Education

Diploma or Degree in IT/CS or related

Tools

Jira

Confluence

Azure DevOps

API integration

Job description

We are seeking a motivated and experienced System Analyst to act as a key liaison between business users, IT teams, developers and vendors, ensuring business requirements are effectively translated into reliable IT solutions. The role covers requirements gathering, project coordination, change request management, UAT, application support and vendor management.

The candidate will also coordinate the day-to-day activities of the .NET development team and maintain strong product knowledge of Amazon Connect and Call Centre Systems. Strong analytical, communication and project management skills, with the ability to manage multiple stakeholders and priorities, are essential.

Key Responsibilities

1. Business Analysis, Requirements & Project Management

• Engage business users and stakeholders to understand business needs, pain points and system requirements, and translate them into clear functional requirements, user stories and acceptance criteria.
• Manage requirements, Change Requests (CR), impact assessments, project scope, timelines, milestones and deliverables from initiation through implementation.
• Coordinate internal teams, developers, business users and vendors to ensure requirements are properly understood, developed, tested and delivered.
• Conduct UAT coordination, obtain business sign-off and ensure projects and CRs are delivered within agreed scope, timeline and quality requirements.
• Identify opportunities for process and system improvements and provide regular project and implementation status updates to management and stakeholders.

2. Application, Development Team & Production Management

• Manage and coordinate the .NET development team, including task assignment, prioritisation, development progress, quality and delivery timelines.
• Work closely with developers to clarify requirements, review deliverables and resolve technical or functional issues, defects and production incidents.
• Coordinate application maintenance, enhancements, upgrades, releases, deployments and production support activities.
• Coordinate integration with third-party systems such as Amazon Connect and support troubleshooting of related application issues.
• Maintain appropriate technical and functional documentation, knowledge transfer and ensure effective resolution of recurring application issues.

3. Vendor Management

• Manage and coordinate external IT vendors for application support, enhancements, projects and technical services.
• Monitor vendor deliverables, service levels, performance and agreed timelines.
• Coordinate vendor support for application incidents, technical issues, enhancements and project activities.
• Review vendor proposals, technical solutions and quotations where required.
• Ensure vendor activities are aligned with business requirements, contractual obligations and organisational standards.

4. Documentation & Governance

• Maintain accurate functional, application, technical and project documentation.
• Maintain system specifications, process flows, UAT documentation, operational procedures and knowledge-transfer materials.
• Ensure appropriate documentation is maintained to support application operations, maintenance and business continuity.
• Support IT governance, security, compliance, VAPT remediation and audit activities related to assigned applications.
• Ensure all activities and deliverables comply with corporate governance, policies, procedures and standards.

5. Technical Skills & Knowledge

Essential

• Strong knowledge of Business Analysis and Software Development Life Cycle (SDLC).
• Experience in requirements gathering, analysis, functional specification and UAT.
• Experience managing Change Requests, application enhancements and defect management.
• Working knowledge of .NET / Microsoft technologies and software development environments.
• Good understanding of databases, SQL, APIs and system integration.
• Experience in application troubleshooting, production support and working with development teams.
• Experience with project management and delivery methodologies.

Preferred / Advantageous

• Knowledge of AWS services and call centre systems, particularly Amazon Connect and AI technologies.
• Experience with cloud-based applications and services.
• Experience with REST/SOAP APIs and system integration.
• Knowledge of CI/CD, DevOps and application security.
• Knowledge of vulnerability management and security practices.
• Experience with Agile/Scrum methodologies.
• Experience with tools such as Jira, Confluence, Azure DevOps or equivalent.

Qualifications

• Diploma or Degree in Information Technology, Computer Science, Business Information Systems or related discipline.
• 3-5 years of relevant experience in Business Analysis, Application Management, System Analysis or similar IT roles.
• Candidates with 8+ years of experience may be considered for a Senior role based on interview assessment.
• Experience working with software development teams.Experience in application support and production environments.
• Experience in project delivery and implementation.
• Relevant experience in cloud, .NET, APIs or call centre technologies will be advantageous.

Soft Skills & Competencies

• Strong analytical, problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Strong ownership, accountability and ability to manage priorities.
• Detail-oriented with strong documentation and requirements management skills.
• Able to work effectively with offshore development teams and vendors.
• Adaptable and willing to learn new technologies and systems.
• Business-oriented mindset with the ability to balance user needs, technical feasibility, cost and delivery timelines.