Business Analyst

Reference: JHB000888-Tshid-1

Our client in telecoms sector is seeking a professional Business Analyst on a contract duration of 6 months.

Business Analyst to support the end-to-end service mapping and documentation for CMDB, Service Catalogue, and DR. Duties & Responsibilities

• Service maps/value stream maps(AS-IS and TO-BE where agreed) for CMDB, Catalogue, and DR.

• Process documentation(BPMN/visio-level or equivalent) including:

• triggers, steps, decision points, handoffs, exceptions

• inputs/outputs, systems/tools used, records produced

• RACI per process and per key artifact (CI records, service records, DR runbooks).

• Requirements backlog(prioritized) for tooling/config changes and data gaps:

• user stories/use cases, acceptance criteria, non-functional requirements

• Data model artefactswhere relevant:

• CI model, attribute dictionary, service catalogue data dictionary

• Gap analysisand recommendations:

• people/process/tool gaps, quick wins, risks, and dependencies

• Workshop outputs:

• confirmed scope, assumptions, decisions log, open actions list

• BA approach / activities

• Run structured workshops and 1:1 interviews with SMEs across Operations, Service Desk, App/Infra, Security, Risk/BCP, and Service Owners.

• Validate findings with walkthroughs and “day-in-the-life” scenarios:

• incident impact analysis using CMDB relationships

• request fulfilment from catalogue item to completion

• DR invocation and recovery test simulation

• Establish and maintain a single repository for artefacts (Confluence/SharePoint) with version control and approval workflow.

• Stakeholders & access required (we will facilitate)

• Access to current documentation (policies, SOPs, runbooks, catalog exports, CMDB schema/integrations list).

• Access to tool SMEs/admins (ITSM tool, CMDB/discovery, portal, monitoring, backup/DR tooling).

• Availability of service owners and DR owners for validation and sign-off.

• Quality / acceptance criteria

• Each process map includes: scope, triggers, step-by-step flow, roles, inputs/outputs, exceptions, and tool touchpoints.

• Each service map clearly shows dependencies and ownership.

• Artefacts are reviewed and formally signed off by nominated process/service owners.

• Requirements backlog is prioritized with clear acceptance criteria and “definition of done”.