Product/Delivery BA

Product/Delivery BA - ENTRY LEVEL

REPORTING TO: SUPPORT LEAD

DIRECT REPORT: NONE

MENTEES: INTERNS

SUMMARY OF ROLE

This role holder will be a vital link between our clients and the development teams, ensuring that project requirements are clearly defined, documented, and effectively translated into software solutions. You will assist in project planning, scope management, and communication with both technical and non-technical stakeholders. This role requires a strong understanding of business processes, exceptional communication skills, and a proactive approach to problem-solving.

ROLES AND RESPONSIBILITIES

Support Roles.

• Incident Management: Assist in first line diagnosis of incident/service request details
• Collaborate with clients and internal teams to gather and document detailed business requirements for software issues and enhancements.
• Investigate and diagnose software-related problems reported by clients, providing timely resolutions or escalating to appropriate teams when necessary.
• Utilize analytical tools and techniques to identify patterns, root causes, and potential areas of improvement in the software.
• Assist in testing and quality assurance activities to validate fixes and enhancements before deployment.
• Maintain accurate and up-to-date documentation of issue resolution processes, troubleshooting steps, and customer interactions.
• Provide excellent customer service by addressing inquiries, resolving problems, and ensuring clients are informed about the progress of their issues.
• Participate in regular meetings with cross-functional teams to communicate updates on ongoing support issues and collaborate on solutions.
• Contribute to knowledge-sharing initiatives by creating training materials, FAQs, and best practice documents for both clients and internal staff.
• Incident Management: Assist in resolving incidents/service requests when first contacted whenever possible & Escalating incidents/service requests that they cannot resolve within agreed timescales
• Incident Management: Assist in keeping users informed of progress & solution provided
• Incident Management: Assist in closing all resolved incidents, requests and other calls
• Quality Assurance: Executes test scripts under supervision. Understands the role of testing and how it works in systems development.
• Content Documentation: Responsible for documenting the system content to support learning in the organisation

HR Roles.

• Take the lead and be responsible for self-development and growth.
• Take part in the performance management process, whose framework entails one on ones, 360 feedback degrees, surveys, formal sessions, weekly meetings and retrospectives.
• Fosters a culture of creativity
• Participates in creating personal development plan
• Assist interns during their internship program

Other Roles.

• As part of a team based structure that is focused on delivering value to the customer through an agile approach, take part in team activities that would rely on your expertise to delivering value and ensure team and personal growth.
• Hold in an acting capacity for absent colleagues when called upon and as part of career growth and development.

BEHAVIOURAL COMPETENCIES.

Values team success over individual Success.

• Positive and constructive in team interactions
• Demonstrates good written communication skills
• Can work and communicate effectively with other team members on tasks
• Puts team priorities over their own
• Collaborates with other team members
• Participates in work-related team activities

Continuous Improvement (Team & Self)

• Figures things out independently, but gets help when needed.
• Receptive to constructive feedback
• Learns from mistakes
• Brave enough to ask questions and risk appearing ignorant

Holds themselves and others accountable

• Drives work tasks to completion
• Questions team decisions if they disagree and can propose other solutions without being dogmatic
• Takes responsibility for their actions, and recognizes their own mistakes
• Offers constructive feedback on areas of expertise
• Speaks up when others break working agreements
• Effectively incorporates feedback from other members of the squad

Think about business impact.

• Show interest in learning more about other parts of the company and areas of the business
• Basic understanding of priorities and goals for the tribe and company
• Actively engages in understanding requirements, and the impact on the team
• Understanding of priorities and goals for team

TECHNICAL COMPETENCIES

• A degree level qualification in information technology, computer science, B-Com or similar are highly regarded in this field.
• Have certification in information technology or software Business analysis.
• Knowledge of Insurance and/or accounting will be an added advantage.
• Understanding of software development methodologies
• Understanding of business process modelling
• Demonstrated ability to define requirements, design, configure, and test software products
• Experience with TurnQuest Insurance Suite will be an added advantage
• Appropriate skills based on assessment.