Senior Business Analyst – BSS & Consumer Experience
- Johannesburg, Gauteng
- Contract
- Full-time
This role is instrumental in shaping and optimizing how digital and telecom products are packaged, sold, billed, and supported for millions of consumers.Required Qualifications & Experience:
- Bachelor’s degree in Business, Computer Science, Information Systems, or related field (Master’s preferred).
- 7+ years of business analysis experience, with at least 3 years in telecom or consumer services leveraging BSS platforms.
- Proven experience working on consumer-facing platforms integrated with BSS systems (e.g., self-care apps, e-commerce, online billing).
- Solid understanding of telecom or subscription-based service models, particularly customer acquisition, onboarding, usage, billing, and retention.
- Expertise in requirements elicitation, process modeling (BPMN/UML), and stakeholder management.
- Familiarity with agile frameworks (Scrum, SAFe) and tools such as JIRA, Confluence, Visio, and Figma.
- Ability to communicate complex technical concepts in a clear and consumer-focused manner.
- Experience with platforms such as Amdocs, Netcracker, Oracle BRM, Ericsson BSS, or similar.
- Knowledge of customer journey mapping, digital user behavior analysis, and CX optimization.
- Understanding of APIs, data integration, and middleware systems that enable BSS and front-end connectivity.
- Telecom industry knowledge and familiarity with TM Forum frameworks (eTOM, SID) are a plus.
- Exposure to data privacy and compliance regulations affecting consumer data (e.g., GDPR, POPIA).