Lead System Analyst

Job Description

The Principal Systems Analyst drives the delivery of enhancement requests and projects across Enterprise applications. Working with business stakeholders, internal engineering teams, and external vendors, the role balances priorities, resources, and timelines while shaping practical solutions on Salesforce (SFDC) CRM and peripheral systems. The incumbent champions process optimisation, quality assurance, and continuous improvement in a fast-paced, multi-project environment.

Responsibilities

• EBG pipeline management: manage the SURF request and project pipeline across all EBG applications, balancing priorities, resources, and timelines to keep delivery on track
• Multi stream leadership: guide multiple work streams simultaneously, coach project leads, standardize practices, and ensure each release meets scope, schedule, and quality expectations
• Solution direction: provide solutioning guidance on SFDC and cross system designs, ensuring practicality, seamless integration, and future readiness
• Budget ownership and vendor management: own and monitor the Group B budget, partner with vendors to align deliverables, resolve issues, and maintain strong working relationships
• Process optimization: champion initiatives that simplify workflows, eliminate manual workarounds, and improve deployment reliability
• Testing and release assurance: oversee SIT, UAT, and production readiness checkpoints, ensuring smooth handovers to operations with minimal post release disruption
• Primary liaison: serve as the main contact for business leaders, PMO, and technology teams, provide clear updates, manage expectations, and address risks promptly
• People leadership: lead business analysts, developers, and testers, fostering a collaborative culture focused on ownership, continuous learning, and high quality delivery
• Governance representation: present delivery status, risk mitigations, and key decisions in change boards and steering committees, ensuring transparency and organizational alignment
• Continuous improvement mindset: promote a culture that proactively identifies opportunities and embeds lessons learned into future deliveries
• Stakeholder liaison and management: liaise with business stakeholders to gather and prioritise requirements and act as the primary point of contact for all EBG SURF requests
• Release coordination: coordinate SIT, UAT, and production-readiness activities, production deployment, investigate issues, and drive root-cause analysis to ensure smooth handovers to operations
• Application and process analysis: conduct analysis of existing applications and business processes, produce functional specifications, and recommend preventive actions for enhancements and defects

Qualifications

Requirements

• Degree in Computer Science, Information Systems, Engineering, or a related discipline
• Minimum 7 years of experience in application delivery, systems analysis, or solution design within large-scale enterprise or telecommunications environments
• Hands-on expertise with Salesforce Sales and Service Clouds, including declarative tools (Flows, Process Builder) and integration patterns; certifications advantageous
• Solid understanding of order management, billing, and provisioning processes and their interaction across CRM and fulfilment systems
• Proven experience managing project budgets and vendor relationships, with strong negotiation and issue-resolution skills
• Familiarity with Agile/DevOps methodologies, CI/CD pipelines, cloud infrastructure, and REST/SOAP APIs
• Strong analytical and problem-solving abilities with a history of driving root-cause analysis and preventive measures
• Excellent communication and stakeholder-management skills, able to bridge technical and business viewpoints effectively
• Demonstrated leadership in guiding cross-functional teams and delivering multiple concurrent projects under tight deadlines
• Experience with Telco transformation, CRM, CPQ (CloudSense) and Digital Channels considered an advantage
• Knowledge and experience in Telco BSS/OSS considered an advantage