Business Analyst

Nexio; Gauteng; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading technology firm is seeking a Business Analyst in Gauteng to drive operational excellence and digital transformation within Service Management. The candidate will be responsible for documenting business requirements, identifying process improvements, and leveraging AI and machine learning for reporting. Required qualifications include a Bachelor's Degree in Information Technology and 3–5 years of relevant experience. Familiarity with tools like ServiceNow and Power BI AI is preferred.

Qualifications

• 3–5 years of relevant experience in Business Analysis, data analytics or IT operations.
• Exposure to AI/ML tools like Power BI AI and Azure ML is preferred.
• Experience with ServiceNow and Agile methodologies.

Responsibilities

• Gather and validate business requirements through stakeholder collaboration.
• Produce high-quality Business Requirement Documents and User Stories.
• Conduct gap analyses to identify process improvement opportunities.
• Integrate AI-driven analytics into reporting frameworks.

Skills

Proficient in ServiceNow

Data analytics

Communication

Process improvement

Education

Bachelor’s Degree in Information Technology

Tools

Power BI AI

Azure ML

Job description

Role Purpose

The Business Analyst plays a pivotal role in driving operational excellence, customer experience, and digital transformation within the Service Management domain. This role is responsible for obtaining, analysing, and documenting business requirements, identifying process improvement opportunities, and enabling data-driven decision-making through effective reporting and stakeholder engagement, and the integration of emerging technologies such as AI and machine learning.

Role Requirement

Requirements Engineering & Documentation

• Collaborate with stakeholders to gather and validate business requirements.
• Produce high-quality Business Requirement Documents (BRDs), User Stories, and Standard Operating Procedures (SOPs).
• Ensure documentation is clear, timely, and aligned with business goals and governance standards.

Process Improvement & Optimization

• Conduct gap analyses and identify opportunities for process enhancements.
• Drive implementation of improvements that reduce incidents, rework, and cycle times.
• Recommend and support automation, digital workflows, and smarter reporting solutions.
• Leverage AI and machine learning to identify patterns, predict service issues, and optimize processes.

Service Management & Tool Utilisation

• Demonstrate proficiency in ServiceNow, MSPI, and other service management tools.
• Provide coaching and mentoring to junior analysts and service team members.
• Ensure high data quality in business systems and tools.
• Design and maintain dashboards and reports that support operational insights and decision-making.
• Champion the evolution from spreadsheet-based reporting to automated, intelligent dashboards.
• Integrate AI-driven analytics and predictive models into reporting frameworks.

Stakeholder Engagement & Collaboration

• Facilitate JAD sessions, workshops, and cross‑functional forums.
• Align requirements across departments to avoid escalations and ensure seamless delivery.
• Create and maintain training materials, support documents, and knowledge assets.
• Promote knowledge sharing and continuous improvement across teams.

Project Delivery & Ownership

• Deliver business analysis outputs within agreed project timelines.
• Ensure deliverables meet quality standards.
• Independently manage small‑to‑medium projects from initiation to closure.
• Support agile delivery models and contribute to sprint planning and retrospectives.

Capability Building & Continuous Learning

• Stay abreast of industry trends in AI, machine learning, and digital service management.

Professional Competencies

Integrity & Professionalism

• Maintains confidentiality, delivers with accountability, and upholds ethical standards in all interactions.

Adaptability

• Responds effectively to changing priorities, technologies, and business needs.

Proactive Initiative

• Proactively identifies opportunities for improvement and takes ownership of solutions.

Resilience

• Handles pressure and setbacks constructively while maintaining performance.

Growth Mindset

• Committed to continuous learning and personal development.

Customer Focus

• Prioritizes stakeholder needs and delivers user‑friendly, value‑driven outcomes.

Innovation Orientation

• Embraces new ideas, tools, and approaches to improve service delivery.

Accountability

• Takes responsibility for deliverables, timelines, and quality outcomes.

Qualifications & Experience

• Bachelor’s Degree or Advanced Diploma in Information Technology, Computer Science, or a related field.

Certifications (Preferred)

• ITIL Foundation
• Lean Six Sigma Yellow Belt
• Agile or DevOps Awareness

Professional Experience

• 3–5 years of relevant experience in Business Analysis, data analytics, or IT operations within the telecommunications or enterprise IT sector.
• Experience with ServiceNow, Agile, ITIL.
• Exposure to AI/ML tools (e.g., Power BI AI, Azure ML).
• Demonstrated expertise in Business Analysis, reporting, and customer engagement.