Senior Business Analyst

Job description

Key Skills: Process Mapping, WiFi, Broadband, Network, Stakeholder Management, Business Analysis, Operational KPIs Roles and Responsibilities: • Gather, analyse, document, and manage business and functional requirements across CPE management, WiFi operations, service assurance, and customer experience domains. • Produce BRDs, FRSs, User Stories, Process Flows, Use Cases, and Acceptance Criteria to a delivery-ready standard. • Conduct stakeholder workshops, requirement elicitation sessions, and review sign-offs with operator and delivery teams. • Translate operational requirements into functional specifications for platform, integration, and automation delivery teams. • Document current-state and future-state business processes covering CPE onboarding and lifecycle, WiFi fault management, closed-loop remediation workflows, agent and NOC operational processes, and customer-facing service interactions. • Define and baseline operational KPIs, SLA targets, and business success metrics. • Support UAT planning, execution, defect tracking, and business sign-offs. • Support governance activities including status reporting, RAID management, change request assessment, and traceability between requirements and delivered capabilities. Skills Required: Business Analysis Core • 8+ years of Business Analysis experience, with a track record of delivering functional requirements in complex technology programmes. • Expertise in requirements elicitation, process mapping, user stories, functional specifications, acceptance criteria definition, and UAT coordination. • Strong stakeholder management and workshop facilitation skills across technical and non-technical audiences. • Experience with Agile/Scrum delivery methodologies. Broadband and Network Domain Knowledge • Solid understanding of broadband service delivery and access network architecture: FTTH/FTTx, GPON/XGS-PON, subscriber provisioning, and activation workflows. • Functional awareness of OLT/ONT, BRAS/BNG, DHCP, DNS, and AAA, sufficient to interpret network events, service dependencies, and fault propagation in requirements discussions. • Experience with Service Assurance, Fault Management, and Customer Care/Trouble Ticketing processes. CPE and WiFi Operations • Working knowledge of CPE device management concepts including device onboarding, Zero Touch Provisioning, firmware lifecycle, configuration management, and remote diagnostics. • Familiarity with TR-069 (CWMP) and TR-369 (USP) standards at a functional level. • Understanding of home WiFi operations including band steering, channel management, mesh networks, connected device visibility, WiFi fault classification, and customer-facing WiFi experience. • Ability to document business rules for closed-loop automation workflows (Detect - Diagnose - Act - Verify), remediation tiers, and dispatch suppression logic. Operational KPIs • Strong understanding of broadband operational KPIs such as MTTR, MTTD, First Contact Resolution (FCR), Repeat Fault Rate, Truck Roll Rate, Device Health Metrics, and Customer Experience indicators. Tools • Jira • Confluence • ServiceNow • Microsoft Visio / Lucidchart • Microsoft Office Suite Education: Bachelor's degree in Business Administration, Information Technology, Computer Science, Engineering, or a related field.