Business Analyst (Service Design)

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire Business Analyst (Service Design).

This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Job Description

Role Overview

The Business Consultant plays a key role in understanding client objectives, shaping business solutions, and translating needs into actionable requirements for delivery teams. This role goes beyond requirements gathering — it requires strong business consulting capability to analyse current-state challenges, advise stakeholders on improvement opportunities, facilitate decision-making, and recommend practical, value-driven solutions. The ideal candidate brings proven experience in business consultancy or business analysis within technology or transformation projects, with the ability to engage clients confidently, frame problem statements clearly, and support solution design from both a business and user perspective. Experience in product and service design, and involvement in AI product or AI-enabled initiatives will be advantageous.

Key Responsibilities

Requirements Gathering & Analysis - Work with clients, product owners, and stakeholders to elicit, document, and validate business requirements. - Translate business requirements into functional specifications, use cases, process flows, and user stories. - Identify gaps, redundancies, and inefficiencies in existing processes. - Define business rules, acceptance criteria, and success metrics. - Support discovery activities through stakeholder interviews, workshops, journey mapping, and analysis of user needs. User & Stakeholder Research - Conduct user interviews, workshops, observations and other research activities to understand user needs, pain points and behaviours. - Engage stakeholders across different functions to understand business objectives, operational processes and service constraints. - Synthesise qualitative and quantitative findings into actionable insights. - Identify key user needs, pain points, opportunities and service gaps. Service & Journey Design - Map end-to-end customer/user journeys, including frontstage and backstage processes. - Develop service blueprints covering users, channels, people, processes, systems and supporting capabilities. - Identify pain points, dependencies, hand-offs and opportunities for service improvement. - Design future-state service journeys and operating models based on user and business requirements. - Ensure consistency across touchpoints and channels. Workshop Facilitation - Plan and facilitate discovery, co-creation, validation and design workshops. - Use appropriate service design techniques such as journey mapping, personas, service blueprints, stakeholder mapping and experience mapping. - Facilitate discussions between business and technical stakeholders to align on problems, requirements and desired outcomes. - Translate workshop outcomes into clear decisions, actions and design artefacts. Product & Experience Design - Work with Product Managers, BAs and UX/UI Designers to translate service insights into product requirements and experience designs. - Develop user journeys, personas, service blueprints, experience principles and low-fidelity concepts. - Validate proposed solutions with users and stakeholders and incorporate feedback iteratively. - Ensure that proposed digital solutions address the broader service experience, rather than individual screens or features in isolation. Solutioning & Technical Collaboration - Collaborate with architects, technical leads, and developers to ensure requirements are feasible and aligned with the solution architecture. - Assist in translating requirements into design, configuration, or system specifications. - Support prototyping, wireframes, and proof-of-concept exercises. - Work with product, design, and delivery teams to contribute to intuitive, user-centred solution design. - Provide input to product design artefacts such as user journeys, low-fidelity wireframes, and experience flows. - Support AI-related product initiatives by helping define business workflows, user needs, data requirements, and expected outcomes for AI-enabled features. Project Support & Delivery - Participate in planning, backlog refinement, and sprint activities in Agile/Scrum environments. - Support UAT planning, execution, and defect management. - Ensure delivered solutions meet business needs and quality standards. - Track requirements changes and manage traceability throughout the project lifecycle. - Support implementation and change readiness activities where needed. Business Consulting & Stakeholder Advisory - Partner with clients and stakeholders to understand strategic objectives, business pain points, and operational challenges. - Analyse current-state processes, identify improvement opportunities, and recommend fit-for-purpose business solutions. - Provide consultative support to stakeholders by framing problems, evaluating options, and guiding decision-making. - Facilitate workshops, discovery sessions, and business discussions to align stakeholders on goals, scope, and priorities. - Act as a trusted advisor to business stakeholders on requirements, process improvements, and solution considerations. - Support business case development, impact assessment, and prioritisation of initiatives where required. Documentation & Reporting - Prepare clear and comprehensive documentation: BRD, FRD, SRS, process flows, and user guides. - Maintain project dashboards, reports, and metrics for transparency. - Support knowledge transfer sessions for operations or support teams. - Document AI-related business rules, decision points, assumptions, and success measures where relevant.

Qualifications

Experience - 3–5 years of experience as a Business Analyst in IT, system integration, or consulting projects.

- 1-3 years of experience in Service Design, Customer Experience, Product Design or a related field.

- Strong experience in service design methodologies and human-centred design.

- Experience with medium to large SI projects preferred.

- Experience in the education sector is a plus

- Exposure to product design or digital product delivery is an advantage.

- Experience working on AI products, AI-enabled solutions, or digital transformation initiatives involving AI is highly desirable.

- Some experience supporting or contributing to cloud-native AI platform solutions, such as AI/ML-enabled platforms, data and model workflow solutions, or AI services deployed on cloud environments, is preferred.

Technical Skills

- Understanding of software development lifecycle (SDLC) and Agile/Waterfall methodologies.

- Experience creating user stories, process flows, wireframes, and mockups. - Basic familiarity with cloud platforms, APIs, integration technologies, or data pipelines. - Knowledge of project management tools (Jira, Confluence, etc.).

- Data analysis skills (SQL, Excel, Tableau/Power BI) is a plus.

- Proficiency with tools such as Figma, Miro is a plus

- Familiarity with AI product concepts such as model workflows, human-in-the-loop processes, prompt-based features, or data-driven user experiences is an advantage.

Soft Skills

- Strong analytical and problem-solving abilities.

- Excellent verbal and written communication skills.

- Ability to work effectively with both business and technical teams.

- Stakeholder management and facilitation skills.

- Detail-oriented and able to manage multiple priorities.

- Comfortable working in cross-functional teams spanning business, design, data, and engineering.

Nice to Have

- Certifications such as CBAP, PMI-PBA, or Agile Business Analyst certifications.

- Exposure to regulatory or compliance projects (PDPA, ISO, etc.). Additional Information

CONSULTANT DETAILS

Consultant Name: Abinaya R

Reg No: R1765546 Avensys Consulting Pte Ltd

EA Licence 12C5759

Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys' privacy policy.