Senior Business Analyst

Position Overview

Our client is looking for a strategic Senior Business Analyst focused on Operational Excellence, responsible for the overall health and ongoing improvement of their Business Support System (BSS) operations. This person will act as the connective link between business stakeholders and technical teams to drive operational excellence. Core duties include spotting operational bottlenecks, leading process-improvement efforts, and making sure BSS systems and workflows (Front End, Order Management, and Billing) stay aligned with shifting business priorities and customer requirements.

Process Improvement & Continuous Optimization

• Champion Operational Excellence: Proactively surface systemic bottlenecks and inefficiencies that affect delivery quality.
• Functional Analysis: Conduct root-cause analysis on processes affecting the business, emphasizing process gaps and business-logic issues over code-level troubleshooting.
• Lead Improvement Efforts: Collaborate across teams to design and drive continuous-improvement projects that simplify workflows, cut down manual work (including through AI adoption), and shorten cycle times.
• Data-Driven Insight: Establish, monitor, and report on key operational metrics (KPIs) to spot trends, guide process improvements, and build the case for system investments.

Stakeholder Management & Liaison

• Connect the Dots: Serve as the main point of contact linking Business owners, Product Management, Engineering, and Operations, keeping everyone aligned on project goals and system implications.
• Own Requirements: Manage and prioritize the roadmap for operational and system enhancements/fixes based on business impact, revenue potential, and the customer/employee experience.
• Drive Change Management: Lead documentation of new processes, build training materials, and support adoption of new features or workflows.
• Support Post-Incident Reviews: Take part in business-focused post-mortems and root-cause analyses to capture lessons learned and inform preventive process changes.

Work Environment

Our client's BSS Operations department consists of roughly 100 team members based in Japan and India. Teams are generally organized around core BSS workflows (Front End, Order Management, Billing) as well as key functional areas such as change management, customer support, and incident management.

The team is highly diverse — a mix of new graduates and mid-career hires from over 10 nationalities, with mid-career staff bringing backgrounds from a wide variety of industries. Communication with business stakeholders happens in both Japanese and English, while interactions with technical teams are conducted mainly in English.

Required Qualifications

• Business Analysis: Demonstrated experience gathering business requirements, mapping processes, and doing functional design within an agile, enterprise environment.
• Analytical Ability: Track record of analyzing complex data to spot trends, diagnose process breakdowns, and inform decisions, along with hands-on experience creating, managing, and reporting on KPIs.
• Process Knowledge: 5+ years driving operational process improvement initiatives, plus familiarity with the Software Development Life Cycle.
• Communication Skills: Strong stakeholder management ability, with skill translating technical issues for business audiences and vice versa.
• Tools & Methods: Proven project management background; hands-on proficiency with business/data analysis tools (e.g., Power BI, SQL, SAP) and data visualization; experience with ITSM tools and methods (ServiceNow, Jira, Confluence).
• Professional Fit: Experience working with Japanese clients, solid organizational skills, and a strong focus on quality and compliance.
• Education: Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related discipline.
• Language : Business-level Japanese and English required.

Preferred Qualifications

• 5+ years working in Telecom BSS, Order Management, or billing processes, with strong knowledge of the full order lifecycle.
• Experience with ITSM tools/methods such as ServiceNow or Jira.