Business Analyst

About this role

About the role: - Handle business and operational inquiries logged in the Mantis Portal, keeping track of their progress and resolution status - Bridge communication between business users, IT teams, Operations staff, and Development groups to address problems and queries - Gather and document business needs, then translate them into user stories that guide new feature development and system improvement work - Monitor the backlog of open queries, track how long issues have been pending, and compile reports for management review - Spot patterns in recurring problems and work with relevant teams to implement lasting fixes rather than temporary workarounds - Liaise with Accounts and vendor partners regarding payments, service recharges, and day-to-day operational support needs What we're looking for: - Excellent written and verbal communication, with the ability to work effectively with stakeholders across multiple departments - Strong capacity to analyse complex situations, break down problems, and develop practical solutions - Hands-on skill with MS Excel, including the ability to build reports, manipulate data, and present findings clearly - Initiative and diligence in following up on action items and keeping projects moving forward - Prior experience in a Business Analysis, Operations support, Business Support function, or IT Coordination role is valued, though not required About this opportunity: - This position sits at the intersection of business and technology, requiring someone comfortable juggling multiple priorities and communicating across teams - You will develop a deeper understanding of how business needs translate into technical requirements and operational processes - The role offers exposure to vendor management, financial coordination, and strategic problem-solving beyond day-to-day ticket handling