Systems Analyst

Systems Analyst (BSS)

Job Summary

We are seeking a skilled Systems Analyst to support the analysis, design, implementation, and optimization of Business Support Systems (BSS). The ideal candidate will work closely with business stakeholders, technical teams, and vendors to define requirements, manage system integrations, support data migration initiatives, and ensure successful delivery of BSS transformation projects.

Key Responsibilities

BSS Discovery & Scope Management

• Lead discovery workshops across BSS domains, including Customer Management, Product Management, Order Management, Billing, Collections, and Customer Care.
• Define and maintain clear scope boundaries for project releases.
• Translate business objectives into epics, user stories, and deliverable work packages aligned with release plans and deployment schedules.
• Document and manage project assumptions, scope trade-offs, dependencies, risks, and exclusions to minimize scope creep.

Requirements Analysis & Documentation

• Gather, analyze, and document business, functional, and system requirements.

• Develop high-quality requirements artifacts, including:

  • User Stories
  • Business Rules
  • Validation Requirements
  • Exception Handling Processes
  • SLA/OLA Impact Assessments
  • Acceptance Criteria

• Define standard and exception customer journeys, including:

  • Failed Payments
  • Partial Activations
  • Service Retries
  • Reversals and Refunds
  • Cancellations
  • Regrades
  • Ownership Transfers

• Ensure requirements are comprehensive, testable, and implementation ready.

Integration & Interface Management

• Define end-to-end integration requirements between BSS applications and external platforms, including:

  • CRM Systems
  • Billing Platforms
  • OSS Systems
  • Payment Gateways
  • Data Warehouses
  • Reporting and Analytics Tools

• Document interface specifications, including payload structures, data mapping, validation rules, error handling, reconciliation processes, retry mechanisms, and monitoring requirements.

• Collaborate with Architecture, Engineering, and Platform teams to ensure solutions align with enterprise standards and best practices.

Data Migration & Cutover Support

• Define and document data migration requirements, including source-to-target mapping, data cleansing rules, reconciliation procedures, and migration acceptance criteria.

• Support cutover planning and readiness activities by defining:

  • Prerequisites
  • Freeze Windows
  • Rollback Procedures
  • Day-One Validation Activities

• Review migration test results and ensure identified issues are resolved before deployment.

Non-Functional Requirements & Compliance

• Define and document non-functional requirements related to:

  • Performance
  • Availability
  • Security
  • Audit Logging
  • Data Retention
  • Resiliency
  • Monitoring and Observability

• Work closely with Security, Risk, and Compliance teams to ensure regulatory, governance, and segregation-of-duties (SoD) requirements are addressed.

• Ensure all compliance and approval requirements are met before release milestones.

Testing & Release Governance

• Develop and maintain Requirements Traceability Matrices (RTM) to ensure complete coverage from requirements through testing and deployment.

• Support System Integration Testing (SIT) and User Acceptance Testing (UAT) by:

  • Creating and reviewing test scenarios
  • Validating expected outcomes
  • Supporting defect analysis and triage

• Differentiate between business requirement gaps, process issues, and system defects.

• Assess production readiness based on test results, operational preparedness, and stakeholder approvals.

Operational Readiness & Hypercare Support

• Define operational readiness requirements, including:

  • Support Runbooks
  • Monitoring Dashboards
  • Escalation Procedures
  • Support Models
  • Known Issues Logs
  • Workaround Guides

• Support hypercare activities by assisting with incident analysis, issue triage, and resolution coordination.

• Capture lessons learned and recommended continuous process improvements for future releases.

Stakeholder & Vendor Management

• Facilitate workshops and requirements sessions with stakeholders across:

  • Operations
  • Customer Care
  • Finance
  • Commercial Teams
  • Technology Teams
  • External Vendors

• Review vendor proposals and solution designs to ensure alignment with business and technical requirements.

• Identify and escalate risks, dependencies, and gaps before implementation begins.

• Prepare executive-level updates on project scope, risks, decisions, business impacts, and release readiness.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related field.
• Minimum of 3-5 years of experience as a Systems Analyst, Business Analyst, or similar role.
• Strong understanding of Business Support Systems (BSS), including Customer Management, Billing, Order Management, and Customer Care processes.
• Experience in requirements gathering, process analysis, system integration, and data migration projects.
• Hands-on experience supporting SIT, UAT, deployment, and post-production activities.
• Familiarity with Agile, Scrum, Waterfall, or Hybrid project delivery methodologies.
• Strong analytical, problem-solving, and documentation skills.
• Excellent communication, stakeholder management, and facilitation abilities.

Preferred Qualifications

• Experience in telecommunications, digital transformation, or large-scale enterprise system implementation projects.
• Knowledge of APIs, integration frameworks, data mapping, and enterprise architecture principles.
• Experience working with third-party vendors and system integrators.
• Relevant certifications (CBAP, CCBA, PMI-PBA, Agile Business Analysis, or equivalent) are an advantage.