Business Process Analyst

ResponsibilitiesExperienced in analyzing business processes, user requirements, and system requirements.Able to develop as-is and to-be processes, gap analysis, business rules, and process improvement recommendations.Able to translate business needs into clear, structured, and scalable requirements.Able to prepare BRD, RDM, user stories, acceptance criteria, process flows, and supporting requirements documentation.Strong analytical skills with the ability to identify gaps, risks, dependencies, and improvement opportunities.Able to understand the end-to-end relationship between processes, features, data, roles, statuses, and system integrations.Able to gather requirements through interviews, workshops, discussions, and business process observations.Able to clearly communicate requirements to business users, developers, QA, UI/UX teams, and technical teams.Able to create flowcharts, swimlane diagrams, BPMN, and other business process diagrams.Basic to intermediate understanding of databases and data structures.Able to perform data queries for analysis, validation, investigation, and data reconciliation purposes.Willing to learn the queries and database characteristics used in the project.Able to analyze data to identify anomalies, duplicates, patterns, and root causes.Understands the system development lifecycle, from requirements gathering and development through testing, UAT, and implementation.Able to support the preparation of test scenarios, acceptance criteria, and UAT result validation.Detail-oriented in maintaining consistency across requirements, business rules, process flows, data, and system behavior.Able to work independently as well as collaborate effectively with business and technology teams.Strong verbal and written communication skills in Bahasa Indonesia.Able to read and prepare work-related documentation in English.QualificationsEducation: Minimum Bachelor's degree (S1) in Information Systems, Information Technology, Industrial Engineering, Management, or a related field.Experience: Minimum 2–3 years of experience as a Business Process Analyst, Business Analyst, System Analyst, or in a similar role.Skills: Product management skills and knowledge of CRM, customer applications, websites, e-commerce, or marketplaces are preferred.Strong interpersonal and communication skills, including negotiation, communication, presentation, and critical thinking.Experience working on projects involving CRM, omnichannel, customer service, contact centers, sales, or customer engagement.Understanding of customer journeys and customer interactions across multiple channels.Understanding of concepts such as customer profiles, interaction history, case management, leads, complaints, and service monitoring.Experience using SQL, Excel, Power BI, Tableau, or other data analysis tools.Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation and collaboration tools.Understanding of Agile, Scrum, Waterfall, or hybrid methodologies.Understanding of data security, access control, audit trails, and customer data protection.Fast learner with strong critical-thinking skills and the confidence to clarify ambiguous or incomplete requirements.