Job Description :

As a Technical Business Analyst you will be a key contributor to IDP’s SAP system’s initial end-to-end implementation, then post-implementation day to day operational reliability and system improvements.

The Technical Business Analyst will be a member of the Information Services Team within the Business and Technology Services and Support group and will report to Solution Architect.

Responsibilities :

• Performing analysis and documentation of as-is capabilities about business processes, technology, etc.
• Perform technical gap analysis, providing expertise in software releases.
• Performing application design activities (e.g. writing functional designs), portions of technology architecture and technical design activities, and portions of technology build, test, and deployment
• Working closely with our technology partners to groom detailed stories for our configuration and development teams to execute.
• Assist in the development and testing of new business processes, capabilities, and as appropriate their supporting technologies
• Coordinating and/or developing deployment deliverables (communications, training, etc..)
• Bridging the gap between the development, design, product management teams and support
• Perform investigations on application issues and provide effective resolutions for the same and assist all team members to evaluate technical processes and provide an effective interface with all vendor partners.
• Deliver results within given time frames, ensuring work is consistent, well documented, and in line with team standards at all times.
• Act as escalation point of support teams (L1/L2) and provide on-call support during major maintenance, upgrades, and fixes, as well as providing expert guidance during P2/P1 incidents.
• Maintain technical knowledge (SAP Hybris) within areas of expertise
• Stay current with new and evolving technologies via formal training and self-directed education.
• Support the IDP users through consulting, enhancements, and issue resolution.
• Work with the support team to determine how the applications are supported in production, including system performance and monitoring
• Contribute to operational, project, and management level reporting
• Contribute to IDP projects from time to time as required.

Key Performance Area :

Technology Services :

• Act as a Technical Analyst in a multidisciplinary team that will be responsible for implementing IDP projects on-premise and/or on Cloud Interfaces with key stakeholders to assess opportunities for operational improvements, gather requirements, define business solutions, and perform an impact assessment.
• Fully understand the capabilities and limitations of the SAP Hybris solution.
• Creating, analyzing, and validating detailed functional specifications.
• Facilitating design sessions with the implementation team to define the solution.
• As a Technical Business Analyst should be delivering elements of systems design, including data migration rules, business rules, wireframes, or other detailed deliverables.
• Proactively work to reduce potential incidents, by proposing, planning, and implementing continuous improvements.
• Technical documentation is created, aligned to business requirements.
• System design documentation (architectural specifications, diagrams and charts, functional and configuration specifications) provide the visualization of the technical implementation of user requirements.
• Deployed solutions have minimal operational support.
• Peer Review.
• Achievement of agreed SLAs

Operation & Support :

• Responsible for the ongoing operation and maintenance of applications for the assigned IT functional areas.
• This includes providing 2nd or 3rd level incident support, change management, and maintaining the upkeep of technical records and documentation.
• Proactively communicates the status of ongoing daily support and problem resolution.
• Ensures effective problem analysis and resolution of issues of moderate scope in a timely fashion and escalates issues when needed to appropriate levels of IT or Business.
• Provides off-hours (on-call) support as it relates to IT functional areas.
• Adhere to IDP Incident and problem management.
• Achievement of agreed SLAs.
• Customer Feedback.

Documentation and Reporting :

• Ensure the correct procedures, policies, and documentation requirements across project phases as per industry compliance and IDP standards.
• Issue / Status Tracking– Provides weekly updates and escalates critical issues to Team and Project management in a timely manner.
• Specification and solution documentation is created and maintained.
• Complete and accurate technical documentation is authored and maintained meeting corporate standards.

General :

• Participation in Projects as required.
• Develop strong relationships with your peers (other managers at Information Services and in the Business) and work collaboratively with them to ensure consistent delivery of solutions throughout the enterprise.
• Project Manager or Product Owners evaluation of contribution to delivery meets agreed targets.

Stakeholder Management :

• Build highly collaborative professional relationships with key internal stakeholders. Become an extension of their teams.
• Maintain effective communication and stakeholder expectation management through any project, support event, or initiative ensuring the stakeholders are fully informed as required.
• Positive stakeholder feedback and being sought out to participate in activities.
• All stakeholders effectively engaged as required.

Experience & Qualification :

• Holds a minimum Bachelor’s degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, or a related field.
• Minimum 2 + Years working experience in functional and/or technical design of applications.
• Translate business requirements to technical requirements.
• Experience in drafting TDD (Technical Design Document).
• Experience in one or more wireframing / mockup tools.
• CRM functional domain knowledge
• Exposure to cloud computing platforms.
• Must have a solid working knowledge of Business Intelligence concepts (e.g. reporting, querying software, OLAP, spreadsheets, dashboards, and data mining)
• Highly developed Analytical and problem-solving skills.
• Have excellent written and verbal communication skills in English, influencing and customer management skills
• Possesses good knowledge of different software systems and architecture including cloud, SaaS and client/server
• Candidate must possess the ability and willingness to continually learn new and emerging technologies and “think outside the box”,  to deliver creative solutions of new processes, as well as effectively identify, analyze and resolve highly complex technical issues.
• Experienced in Agile methodology
• Passionate about delivering exceptional customer service.
• Exhibit a proactive approach to quickly identify problems and implement solutions.
• Experienced working under pressure and organising work priorities