System Analyst

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 .

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