Business Analyst ? Technology & Operations (T&O)

Overview

Technology & Operations (T&O) enables and supports the bank through a secure, efficient, and resilient technology foundation. With a focus on service quality, operational excellence, governance, people capability, and innovation, Group T&O manages core banking operational processes and delivers technology services across multiple banking channels to support business objectives.

Key Responsibilities

• Provide application and production support for Institutional Banking Group (IBG), payment utility platforms, and branch service systems, with a focus on system availability and operational stability
• Serve as a subject matter resource for business users, operations teams, and technology partners across local and regional markets
• Support system enhancements, new functionality, and ongoing application maintenance in alignment with business priorities
• Gather, analyze, and document business requirements and end-to-end processes, translating them into clear functional and technical specifications
• Collaborate with stakeholders including business, development, quality assurance, and infrastructure teams throughout solution delivery
• Facilitate discussions to ensure business requirements are accurately understood and reflected in system design and implementation
• Support production incidents, participate in root-cause analysis, and contribute to timely and effective issue resolution
• Assist in monitoring system performance, capacity, and reliability against agreed service levels
• Participate in Agile delivery activities such as sprint planning, backlog refinement, user story definition, and delivery tracking
• Work with regional and global partners to support consistent service delivery, standards adherence, and continuous improvement

Requirements

• Experience in business analysis, application support, or a related techno-functional role supporting enterprise systems
• Demonstrated ability to analyze complex business or operational processes and communicate requirements clearly
• Experience in requirements gathering, process documentation, and functional specification development
• Familiarity with Agile delivery methodologies and collaboration tools such as JIRA and Confluence
• Exposure to Institutional Banking, payment systems, or branch operations is beneficial but not mandatory
• Strong communication and stakeholder-engagement skills, with the ability to work effectively with both technical and non-technical partners
• Ability to work both independently and collaboratively in a structured, professional environment

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