Business Analyst Consultant

Imagine Worldwide; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Part time

Job summary

A global education non-profit is seeking a consultant to establish a ticket management capability to enhance service delivery. This role requires defining user roles, creating a management framework, and developing operational processes to effectively support educational technology deployment. Candidates should possess significant experience in business analysis and have strong skills in documentation and stakeholder engagement.

Qualifications

• Proven experience in service design, SLAs, and operating agreements.
• Ability to produce concise, implementation-ready deliverables.
• Understanding of system integration, data flows, and reporting design.

Responsibilities

• Define user personas and roles for ticket management.
• Create a Ticket Management Capability Framework.
• Design workflows and specify ticket fields.

Skills

Strong analytical skills

Documenting processes

Stakeholder engagement

Education

Experience in business analysis

Experience in service design

Job description

Seniority level Entry level Employment type Contract Job function Research, Analyst, and Information Technology Industries E-Learning Providers

About Imagine Worldwide All children have immense potential, but hundreds of millions don't have access to the learning they need.

Imagine Worldwide believes that every child should be empowered with the basic right to literacy and numeracy.

We provide an innovative education technology solution and implementation model to the global literacy/numeracy learning crisis using the onebillion application and various toolkits and systems to support implementation.

Our model is massively scalable, evidence-based, and can deliver foundational learning to millions of the most marginalized children.

Imagine Worldwide partners with governments, organizations, and communities to provide child‑directed, tablet‑based learning that is accessible, effective, and affordable.

We are a California‑based (United States) non‑profit organization operating across seven Sub‑Saharan African countries.

Our next six years goal is to serve more than 10 million children in at least four countries, ultimately achieving three times the typical level of literacy and numeracy outcomes of national education systems in Africa (60% fluency by age 10, as opposed to 20%).

This all while delivering the program at $3 per child per year.

Background

As we continue to scale, our ticket (issue) management capability is not yet mature, standardized, or repeatable across countries.

How tickets are logged and progressed varies by team and country.

Intake channels and categories differ, hand‑offs are applied inconsistently, and data capture is uneven, especially for critical fields like school and asset IDs, making it difficult to produce simple, comparable views across countries.

Reporting is fragmented, which slows targeted remediation and reduces confidence in trends.

Current Gaps

• Service levels & workflow discipline – clear SLAs, predictable assignment, timely escalations, effective reporter‑resolver communication
• Data & integration – consistent school / device identifiers and reliable linkage to the asset registry
• Visibility – comparable country views and leadership‑ready analytics

Scale Requirements

Currently Imagine serves about 1 million children with circa tablets.

At full scale over the next 5–10 years our ticket management system must support:

• Malawi: schools (4 m children) with circa 1 million tablets
• Sierra Leone: schools (1.7 m children) with circa 1 million tablets
• Tanzania: schools (5.5 m children) with circa 1.5 million tablets

Objective of the Assignment

Establish a fit‑for‑purpose ticket management capability and produce a Business Requirements Specification (BRS) to evaluate enabling solutions aligned with Imagine's strategy for scale, consistency, and effective delivery.

Consultant Responsibilities

• Define user personas (reporters: teachers, field officers, district officers; resolvers: field officers, TSPs, program managers; managers: ISP project managers, country IT lead, district IT officers).
• Define a Ticket Management Capability Framework – purpose, roles, communication channels, lifecycle, policies, data controls, measurements, and tool‑agnostic enablement.
• Design and document the Service Catalog and Taxonomy, SLAs, Operating Level Agreements, roles / RACI, workflows, escalation & communication rules, and operating model.
• Specify minimum ticket fields (device type, device ID, school, school type, district, GPS location, timestamp).
• Specify core KPIs and standard reporting views (daily operational dashboard; monthly leadership trends with drill‑down).
• Define functional requirements for two‑way syncing with the OLA (Open Learning Architecture) school administration platform and the ERPNext inventory management system.
• Outline specifications for multi‑platform issue submission (in‑app, email, SMS, WhatsApp).
• Produce a BRS (functional, integrations, reporting, non‑functional) with testable acceptance criteria suitable for RFP / RFQ and vendor evaluation.

Scope of Work

• Analyse current practices, co‑design the future state with stakeholders, and deliver process and requirements artefacts ready for implementation planning and solution evaluation.

Process & Governance

• Conduct structured interviews with global programs, technology and supply chain, and in‑country stakeholders.
• Map the end‑to‑end lifecycle (intake, triage, assignment, diagnosis, resolution, verification, closure, insights), including multi‑channel intake and de‑duplication.
• Define decision points, control checks, and cross‑functional hand‑offs.
• Set governance (global to country), decision rights, escalation paths, and a RACI for key roles.

Standard Operating Procedures (SOPs)

• Develop concise SOPs for priority flows: intake and categorisation; priority / severity and SLA clock rules; assignment and hand‑offs; requester communications; closure standards and post‑resolution verification.
• Provide step‑by‑step guidance, templates, and quality checks.

Service Catalog & Taxonomy

• Create the service catalog and taxonomy for routing, SLA selection, and analytics.
• Define SLAs by category and priority.
• Define Operating Level Agreements between teams.
• Supply a compact starter catalog with full catalog annex.

Data, Metrics, and Reporting

• Specify minimum required fields: country, school, cohort, district, asset / device ID, category, priority, timestamps, resolver, closure reason, attachments.
• Define core KPI set: SLA attainment %, backlog ageing, first‑time‑right routing %, reopen rate %.
• Reporting requirements: daily operational dashboard; monthly leadership trends with drill‑down.

Business Requirements Specification (BRS)

• Describe scope, key user roles, and standard ticket lifecycle.
• State core functional needs, required integrations, data / reporting needs, and non‑functional expectations.
• Outline configurability for administrators and allowed country‑level variations.

Duration and Level of Effort

Approximate two months with flexibility.

Consultant proposes a detailed work plan with milestone schedule at inception.

Reporting and Governance

Consultant reports to the Head of Portfolio (Project Sponsor) and works in close coordination with global and country functional leads.

Regular engagement ensures alignment.

Progress reviewed through short weekly or bi‑weekly check‑ins with written updates.

Consultant Profile

Demonstrable experience in business analysis and process design for service or ticket management functions.

Capabilities: strong analytical and documentation skills; proven experience in service design, SLAs, operating agreements, SOPs; understanding of system integration, data flows, reporting design; ability to produce concise, implementation‑ready deliverables; strong stakeholder engagement.

Equal Opportunity Statement

Imagine Worldwide is proud to be an equal‑opportunity employer.

All applicants are considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Additional Information

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