Business Analyst

Role Summary

As a Business Analyst, you will support the delivery of efficient and effective business processes using the Pega CRM Platform. Working closely with Product Owners, Business Stakeholders, Solution Architects, Developers, QA, and operational teams, you will gather, analyse, and document business requirements that support customer lifecycle management and workflow automation.

You will contribute to improving business processes across customer onboarding, customer servicing, financial crime, and operational processes. Working within Agile delivery teams, you will help deliver customer-centric CRM solutions that improve operational efficiency, enhance customer experience, and meet regulatory and compliance requirements.

Responsibilities

• Engage with business stakeholders to gather, analyse, and document business and operational requirements.
• Produce user stories, acceptance criteria, process flows, and functional specifications.
• Support the analysis of customer journeys and identify opportunities to improve business processes and customer experience.
• Collaborate with Solution Architects, Developers, QA, and Product Owners to ensure requirements are understood and delivered effectively.
• Support the delivery of CRM capabilities including customer onboarding, customer servicing, financial crime, and operational workflows.
• Run Agile ceremonies for your squad, including backlog refinement, sprint planning, stand-ups, sprint reviews, and retrospectives.
• Assist with impact assessments and manage User Acceptance Testing (UAT).
• Produce and maintain process documentation, workflow diagrams, and supporting artefacts using tools such as Miro, Visio, or Figma.
• Identify opportunities for continuous improvement across business processes and customer journeys.
• Ensure solutions align with business requirements, governance, and regulatory standards.
• Contribute to continuous improvement initiatives within the team.
  

KEY SKILLS AND EXPERIENCE

Essential

• Experience in a Business Analyst role
• Understanding of business analysis techniques, including requirements gathering and process mapping.
• Experience working within Agile teams or Agile delivery practices.
• Good analytical and problem-solving skills.
• Experience using collaboration and process modelling tools such as Miro, Visio, or Figma.
• Ability to work collaboratively within cross-functional teams.

Desirable

• Exposure to CRM platforms, such as Pega.
• Understanding of APIs, JSON, XML, system integrations, and enterprise applications.
• Awareness of the Software Development Life Cycle (SDLC)
• Business Analysis, Agile, or Pega certifications.
  

COMPETENCIES

• Communication
• Team-work
• Customer focus
• Resilience and adaptability
• Problem solving