Business Analyst - Techno-Functional

Role Overview The Techno-Functional Business Analyst for the iWORK project will support day-to-day operations by driving production defect resolution and delivering operational system enhancements. The role requires strong analytical and communication skills, the ability to bridge business and technical teams, and hands-on involvement in issue investigation, requirement clarification, and solution delivery. Pega experience is preferred due to the nature of the application landscape. KEY RESPONSIBILITIES • Support Operations team in investigating, analyzing, and resolving production defects to ensure system stability and business continuity. • Work closely with developers and technical teams to perform root cause analysis (RCA) and define corrective actions for recurring issues. • Gather, validate, and document business and system requirements for operational enhancements and change requests. • Translate business requirements into clear functional specifications and support technical teams in solution design and implementation. • Participate in end-to-end delivery of system enhancements, including requirement analysis, testing support, deployment validation, and post-implementation review. • Collaborate with stakeholders (business users, operations, developers, and support teams) to ensure timely resolution of incidents and alignment on priorities. • Support integration-related issue investigation, working with internal systems and external partners to ensure seamless data and process flows. • Perform impact analysis for defects, enhancements, and system changes to assess risks and downstream dependencies. • Support and coordinate User Acceptance Testing (UAT), including test planning, execution support, and defect tracking. • Maintain clear and accurate documentation for requirements, defects, and implemented solutions to ensure traceability. • Contribute to continuous improvement by identifying process gaps and recommending operational or system enhancements. • Ensure adherence to governance, compliance, and operational standards across all deliverables. QUALIFICATIONS • Bachelor’s degree in Computer Science, Information Systems, Business, or a related discipline. • Minimum 2 years of experience as a Business Analyst, System Analyst, or similar techno-functional role. • Experience working in application support / operations (AMS) environment.  [Preferred] • Experience or exposure to Pega applications or BPM systems.  [Preferred] • Strong analytical and problem-solving skills with the ability to work on production issues and complex business processes. • Good understanding of software development lifecycle (SDLC) and Agile/Scrum methodologies. • Ability to communicate effectively with both technical and non-technical stakeholders. • Experience in requirement gathering, documentation, and supporting testing activities. • Strong ownership mindset with the ability to work in a fast-paced operational environment.