At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Business Analyst to join our UniQue team.
What will you be doing in this role?
- Conduct analysis and documentation of business requirements.
- Perform business model and business process analysis, including business process modelling.
- Analyze functional requirements and business cases.
- Carry out risk analysis.
- Assist in the preparation of Business Cases, Vision Documents, Project Charters, and Security Plans.
- Provide 2nd line support: analyze, track, and monitor issues related to business workflow applications until resolution.
- Prepare detailed problem descriptions and reports as input for upstream support teams (3rd line and application development teams).
- Perform resolution time analysis (SLA-related) to identify causes of ticket delays, such as resource constraints, communication gaps, or escalation issues.
- Monitor and assess quality of ticket handling, communication, and resolution across support teams (L1, L2, L3, etc.).
- Recommend and lead service improvement initiatives related to administrative processes, communication standards, and knowledge management.
- Collaborate with stakeholders such as Problem Managers, Knowledge Managers, and Team Leaders to integrate quality goals across support functions.
- Take ownership of proposed improvement initiatives, from planning through implementation, ensuring successful adoption into daily operations. Prepare and present quality reports, dashboards, and performance summaries to stakeholders at different levels (Team Leaders, upper management).
Requirements
What will you be bringing to the team?
- Master's degree with minimum of 9 years of relevant experience (or Bachelor's degree with minimum of 13 years of relevant experience)
- Minimum of 3 years of experience with support tools and techniques, including documentation writing, in the analysis and resolution of business workflow application problems and impediments.
- At least 1 year of experience with information systems and administrative business processes in large organizations.
- At least 1 year of experience with analysis and modelling tools and techniques (e.g., use case diagrams, state diagrams, entity-relationship models, interaction diagrams, etc.).
- Ability to produce clear and well-structured analysis documents and technical documentation.
- At least 1 year of experience with BPMN, UML, or equivalent modelling standards, with wikis and collaborative platforms.
- At least 1 year of experience in using JIRA for issue tracking and project management.
- Experience with software development methodologies (e.g., RUP, Agile).
- Proven expertise in end-user support and assistance for information systems, particularly in analyzing and resolving issues with business workflow applications.
- Good understanding of business processes and requirements in both public and private sectors (e.g., finance, procurement, etc.).
- Strong reporting and documentation methods.
- Excellent knowledge of MS Office tools.
- Ability to deliver effective business and technical presentations.
- Commitment to applying high quality standards.
- Excellent communication skills with both technical and non-technical audiences.
- Strong problem-solving mindset.
- Proficiency in English language at C1/C2 level and ability to understand, speak and write French B2+ will be an advantage
- Nice to have:
- Experience with the implementation of Virtual Agents / AI chatbots.
At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.
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