Senior Business Analyst_103282

Key Skills: Process Mapping, WiFi, Broadband, Network, Stakeholder Management, Business Analysis, Operational KPIs

Roles and Responsibilities

Gather, analyse, document, and manage business and functional requirements across CPE management, WiFi operations, service assurance, and customer experience domains.Produce BRDs, FRSs, User Stories, Process Flows, Use Cases, and Acceptance Criteria to a delivery-ready standard.Conduct stakeholder workshops, requirement elicitation sessions, and review sign-offs with operator and delivery teams.Translate operational requirements into functional specifications for platform, integration, and automation delivery teams.Document current-state and future-state business processes covering CPE onboarding and lifecycle, WiFi fault management, closed-loop remediation workflows, agent and NOC operational processes, and customer-facing service interactions.Define and baseline operational KPIs, SLA targets, and business success metrics.Support UAT planning, execution, defect tracking, and business sign-offs.Support governance activities including status reporting, RAID management, change request assessment, and traceability between requirements and delivered capabilities.Skills Required:Business Analysis Core8+ years of Business Analysis experience, with a track record of delivering functional requirements in complex technology programmes.Expertise in requirements elicitation, process mapping, user stories, functional specifications, acceptance criteria definition, and UAT coordination.Strong stakeholder management and workshop facilitation skills across technical and non-technical audiences.Experience with Agile/Scrum delivery methodologies.Broadband and Network Domain KnowledgeSolid understanding of broadband service delivery and access network architecture: FTTH/FTTx, GPON/XGS-PON, subscriber provisioning, and activation workflows.Functional awareness of OLT/ONT, BRAS/BNG, DHCP, DNS, and AAA, sufficient to interpret network events, service dependencies, and fault propagation in requirements discussions.Experience with Service Assurance, Fault Management, and Customer Care/Trouble Ticketing processes.CPE and WiFi OperationsWorking knowledge of CPE device management concepts including device onboarding, Zero Touch Provisioning, firmware lifecycle, configuration management, and remote diagnostics.Familiarity with TR-069 (CWMP) and TR-369 (USP) standards at a functional level.Understanding of home WiFi operations including band steering, channel management, mesh networks, connected device visibility, WiFi fault classification, and customer-facing WiFi experience.Ability to document business rules for closed-loop automation workflows (Detect - Diagnose - Act - Verify), remediation tiers, and dispatch suppression logic.Operational KPIsStrong understanding of broadband operational KPIs such as MTTR, MTTD, First Contact Resolution (FCR), Repeat Fault Rate, Truck Roll Rate, Device Health Metrics, and Customer Experience indicators.ToolsJiraConfluenceServiceNowMicrosoft Visio / LucidchartMicrosoft Office SuiteEducation: Bachelor's degree in Business Administration, Information Technology, Computer Science, Engineering, or a related field.