Business Analyst - Techno-Functional

Role Overview

The Techno-Functional Business Analyst for the iWORK project will support day-to-day operations by driving production defect resolution and delivering operational system enhancements. The role requires strong analytical and communication skills, the ability to bridge business and technical teams, and hands-on involvement in issue investigation, requirement clarification, and solution delivery. Pega experience is preferred due to the nature of the application landscape.

KEY RESPONSIBILITIES

• Support Operations team in investigating, analyzing, and resolving production defects to ensure system stability and business continuity.

• Work closely with developers and technical teams to perform root cause analysis (RCA) and define corrective actions for recurring issues.

• Gather, validate, and document business and system requirements for operational enhancements and change requests.

• Translate business requirements into clear functional specifications and support technical teams in solution design and implementation.

• Participate in end-to-end delivery of system enhancements, including requirement analysis, testing support, deployment validation, and post-implementation review.

• Collaborate with stakeholders (business users, operations, developers, and support teams) to ensure timely resolution of incidents and alignment on priorities.

• Support integration-related issue investigation, working with internal systems and external partners to ensure seamless data and process flows.

• Perform impact analysis for defects, enhancements, and system changes to assess risks and downstream dependencies.

• Support and coordinate User Acceptance Testing (UAT), including test planning, execution support, and defect tracking.

• Maintain clear and accurate documentation for requirements, defects, and implemented solutions to ensure traceability.

• Contribute to continuous improvement by identifying process gaps and recommending operational or system enhancements.

• Ensure adherence to governance, compliance, and operational standards across all deliverables.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related discipline.

• Minimum 2 years of experience as a Business Analyst, System Analyst, or similar techno-functional role.

• Experience working in application support / operations (AMS) environment.  [Preferred]

• Experience or exposure to Pega applications or BPM systems.  [Preferred]

• Strong analytical and problem-solving skills with the ability to work on production issues and complex business processes.

• Good understanding of software development lifecycle (SDLC) and Agile/Scrum methodologies.

• Ability to communicate effectively with both technical and non-technical stakeholders.

• Experience in requirement gathering, documentation, and supporting testing activities.

• Strong ownership mindset with the ability to work in a fast-paced operational environment.