Kerja Sepenuh Masa, Senior Business Analyst di Senang.io Federal Territory - Maukerja

Job Summary

The Business Analyst is responsible for translating business requirements into clear, practical product and system requirements. The role works closely with business users, insurance partners, operations, developers, quality assurance personnel, and other stakeholders to improve *************’s digital insurance platforms and operational processes.

The Business Analyst will manage requirements from initial discussion through development, testing, implementation, and post-launch review. The successful candidate must be able to understand business problems, analyse existing processes, document user journeys, identify gaps, and ensure that the delivered solution meets the agreed business objectives.

Key Responsibilities1. Business Requirements Gathering

• Conduct discussions and workshops with internal teams, clients, insurance partners, and other stakeholders.
• Understand business problems, operational challenges, regulatory requirements, and customer needs.
• Convert stakeholder requests into clear and complete business requirements.
• Challenge unclear or incomplete requests and identify the actual business objective.
• Define the project scope, objectives, assumptions, dependencies, constraints, and expected outcomes.
• Obtain confirmation and sign-off from relevant stakeholders before development begins.

2. Business Requirement Documentation

• Prepare Business Requirement Documents, functional specifications, user stories, acceptance criteria, and process documentation.
• Document both current-state and future-state business processes.
• Create end-to-end user journey flows covering all users, systems, decision points, notifications, and operational activities.
• Prepare workflow diagrams, process maps, wireframes, field-level requirements, and system behaviour descriptions.
• Clearly document validation rules, error messages, access controls, reports, notifications, and exception scenarios.
• Maintain organised and updated documentation throughout the project lifecycle.

3. Product and System Analysis

• Analyse existing portals, processes, reports, and operational workflows to identify gaps and improvement opportunities.
• Recommend solutions that improve customer experience, operational efficiency, accuracy, and scalability.
• Assess the impact of proposed changes on existing products, integrations, users, and internal processes.
• Review system requirements against business objectives before development begins.
• Ensure that requirements consider customer, partner, operations, finance, compliance, and technical needs.
• Identify opportunities for automation and reduction of manual work.

4. User Stories and Development Support

• Break down approved requirements into clear and manageable user stories.
• Define measurable acceptance criteria for every user story.
• Ensure that developers and quality assurance personnel understand the requirements before implementation.
• Participate in sprint planning, backlog refinement, daily discussions, demonstrations, and retrospective meetings.
• Respond promptly to questions raised by developers and quality assurance personnel.
• Manage requirement changes and ensure that all changes are documented, reviewed, and approved.
• Prevent unapproved scope changes during development.

5. User Acceptance Testing

• Prepare user acceptance testing scenarios based on approved requirements.
• Coordinate user acceptance testing with internal users, clients, and relevant stakeholders.
• Verify that completed features meet the documented requirements and acceptance criteria.
• Record defects, requirement gaps, and enhancement requests clearly.
• Differentiate between defects, missed requirements, and new change requests.
• Obtain formal user acceptance approval before production release.
• Confirm that critical issues are resolved before launch.

6. Product Launch and Implementation

• Prepare implementation checklists and ensure that all stakeholders are ready for launch.
• Coordinate with product, technology, operations, finance, marketing, training, and client-facing teams.
• Ensure that user guides, standard operating procedures, training materials, and support processes are prepared.
• Support product demonstrations and stakeholder training.
• Monitor the product or feature after launch and record any issues or improvement opportunities.
• Conduct post-implementation reviews to determine whether the agreed objectives were achieved.

7. Stakeholder Management

• Act as the main communication bridge between business stakeholders and the technology team.
• Provide clear updates on project status, decisions, risks, blockers, and pending actions.
• Maintain an action tracker with owners and deadlines.
• Follow up with stakeholders to obtain required information, decisions, and approvals.
• Manage conflicting stakeholder expectations professionally.
• Escalate unresolved issues that may affect project timelines, scope, cost, or quality.

8. Insurance Product and Operational Support

• Understand the complete insurance customer journey, including quotation, application, payment, policy issuance, endorsement, cancellation, renewal, refund, claims support, reporting, and reconciliation.
• Work with insurance partners to understand product rules, pricing, underwriting requirements, documentation, and integration requirements.
• Ensure that insurance-related requirements are documented accurately.
• Analyse operational issues and recommend system or process improvements.
• Support the development and enhancement of motor, travel, personal accident, device protection, employee benefits, commercial insurance, and other insurance products.
• Ensure that relevant compliance, data protection, and audit requirements are considered in the product design.

9. Reporting and Data Analysis

• Analyse platform usage, transaction data, customer feedback, complaints, defects, and operational reports.
• Identify trends, recurring issues, process bottlenecks, and product improvement opportunities.
• Prepare management reports and presentations with findings and recommendations.
• Define reporting requirements, data fields, filters, and calculation logic.
• Verify that system reports are complete and accurate.
• Track whether completed enhancements produce the expected business results.

Key Deliverables

The Business Analyst will be responsible for producing and maintaining:

• Business Requirement Documents.
• Functional requirement documents.
• User stories and acceptance criteria.
• Current-state and future-state process flows.
• End-to-end user journey maps.
• Wireframes and screen requirements.
• Data field and validation requirement documents.
• Integration and API requirement summaries.
• User acceptance testing plans and results.
• Requirement traceability records.
• Project action and decision trackers.
• User guides and standard operating procedures.
• Product launch and implementation checklists.
• Post-implementation review reports.

Required Qualifications

• Bachelor’s degree in Business, Information Technology, Computer Science, Finance, Insurance, or a related field.
• At least 2 to 4 years of experience as a Business Analyst, Product Analyst, System Analyst, or in a similar role.
• Experience working with software development, digital products, portals, mobile applications, or system integrations.
• Strong experience in gathering, analysing, and documenting business requirements.
• Experience preparing process flows, user journeys, user stories, and acceptance criteria.
• Familiarity with Agile, Scrum, or other software development methodologies.
• Experience in insurance, financial services, fintech, insurtech, or regulated industries is an advantage.

Required Skills

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to explain business requirements clearly to technical and non-technical stakeholders.
• Strong documentation and attention-to-detail skills.
• Ability to organise multiple projects, priorities, and deadlines.
• Ability to identify gaps, exceptions, dependencies, and potential risks.
• Strong stakeholder management and follow-up skills.
• Ability to work independently and take ownership of assigned projects.
• Proficiency in Microsoft Word, Excel, PowerPoint, Visio, or similar tools.
• Familiarity with project management and documentation tools such as Jira, Confluence, Microsoft Teams, SharePoint, Figma, or similar platforms.
• Basic understanding of APIs, databases, system integrations, and software testing is an advantage.

Key Performance Indicators

Performance may be evaluated based on:

• Percentage of requirements approved without major rework.
• Completeness and clarity of business requirement documentation.
• Percentage of user stories accepted within the planned sprint.
• Number of requirement-related issues identified after development.
• Percentage of projects delivered within the agreed scope and timeline.
• Timeliness of stakeholder follow-ups, approvals, and project updates.
• Quality and completeness of user acceptance testing.
• Reduction in change requests caused by incomplete initial requirements.
• Reduction in recurring operational or customer issues.
• Accuracy and timeliness of project documentation.
• Stakeholder satisfaction with delivered solutions.
• Achievement of the agreed business outcomes following implementation.

Personal Attributes

The successful candidate should be:

• Structured and highly organised.
• Curious and willing to understand how the business operates.
• Comfortable asking detailed and challenging questions.
• Accountable for deliverables and deadlines.
• Proactive in identifying issues before they affect delivery.
• Able to work effectively with business, technology, operations, and external partners.
• Adaptable in a fast-moving and growing technology environment.
• Focused on delivering practical solutions rather than documentation alone.