Job Description

We are looking for a Digital Business analyst, and this role combines business analysis expertise with UX/UI design capabilities to ensure optimal user adoption and service delivery. The candidate will facilitate stakeholder engagement and translate business needs into both technical specifications and intuitive user interfaces that enhance overall system effectiveness.

Key Responsibilities

Gather business requirements for CRM enhancements, marketing technology, and cloud telephony system implementation and integrations Design and prototype user interfaces for service portal revamp, appointment booking system, and live chat functionalities Create wireframes, mockups, and interactive prototypes using Figma for stakeholder review and development guidance Analyse current processes and design optimized future state workflows for integrated customer service operations Facilitate requirement workshops and stakeholder interviews across multiple divisions Conduct user research, usability testing, and gather feedback to inform design decisions Document business processes, user journeys, and maintain requirements traceability matrix Analyse business impact of system integrations and identify process optimisation opportunities

Essential Competency Requirements

Salesforce Implementation: Strong understanding of Salesforce Service Cloud and Marketing Cloud implementation, business process mapping, and Lightning Experience customisation

Government Experience: Minimum 3 years' experience in Singapore Government business analysis, process improvement, or digital service design

Government Commercial Cloud (GCC) Implementation: Experience with GCC implementation projects, compliance requirements, and accessibility standards Risk Assessment: Proficiency in business risk analysis, impact assessment methodologies, and user experience risk evaluation Web Penetration Testing (WPT): Understanding of web application security testing principles and user interface security considerations Cloudscape Vulnerability Rectification: Knowledge of cloud security vulnerabilities and their impact on user experience and business processes AWS Connect Implementation: Understanding of contact centre operations, AWS Connect implementation, and agent interface design

Essential UX/UI and Design Requirements

Figma Proficiency: Advanced skills in Figma for wireframing, prototyping, design systems, and collaborative design workflows * User Experience Design: Proven experience in user research, persona development, user journey mapping, and usability testing