Business Analyst / Systems Administrator

Role Overview

To bridge the gap between IT and business needs, focusing on ITSM platform revamp

and enterprise systems integration. Key areas include requirements analysis, process

improvement, system configuration, and technical documentation.

Key Responsibilities

Business Analysis (40%)

• Gather and analyse business requirements through stakeholder interviews

• Map user journeys and identify pain points

• Create functional specifications and process documentation

• Develop and execute test scenarios

• Monitor implementation and provide status updates

Technical Documentation (40%)

• Maintain system and workflow documentation, update knowledge base

• Create user guides and SOPs

• Document requirements and specifications

ITSM Platform Management (20%)

• Configuration and customization of ITSM platform

• Manage service catalogues and automation rules

• Create dashboards and performance reports

Requirements

Education & Experience

• Bachelor's degree in IT, Computer Science, Information Systems, or related field

• 3-6 years experience in Business Analysis and Systems Administration

• ITSM platform experience (Jira/ServiceNow)

• Government sector experience (preferred)

Technical Skills

• ITSM Platforms: Jira Service Management, ServiceNow

• Knowledge: ITIL framework, SQL, APIs, Process automation

• Documentation: Requirements, Specifications, Test Plans

Certifications (Preferred)

• ITIL 4 Foundation

• Jira/ServiceNow Administrator

Core Competencies

• Analytical thinking and problem-solving

• Strong communication and stakeholder management

• Process analysis and improvement

• Technical documentation