Senior Business Analyst

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 Core

• 8+ 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 Knowledge

• Solid 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 Operations

• Working 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 KPIs

• Strong 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.

Tools

• Jira
• Confluence
• ServiceNow
• Microsoft Visio / Lucidchart
• Microsoft Office Suite

Education: Bachelor's degree in Business Administration, Information Technology, Computer Science, Engineering, or a related field.