Job Description

Job Summary:

Support the development, testing, validation, and deployment of service support applications and digital
solutions by coordinating with business stakeholders and development teams, performing end-to-end
functional testing, managing business requirements and master data activities, and creating training and
knowledge-transfer documentation to support successful solution adoption.

Key Responsibilities

. Execute end-to-end functional, integration, regression and user acceptance testing for capabilities
developed under the program.
. Prepare test scenarios, test cases, expected results, test data and evidence record defects with clear
reproduction steps, business impact and supporting screenshots.
. Validate business workflows across customer contact, case or service request handling, back-office
processing, integration, notifications, reporting and user access, as applicable.
. Coordinate with service operations, contact center, back-office, product, regional and IT stakeholders
to clarify requirements, obtain test data and resolve open questions.
. Maintain requirements, test status, defect logs, decision logs, action trackers and traceability between
business requirements, developed features and test outcomes.
. Perform master data cleansing, validation, maintenance and updates across relevant applications and
tools, ensuring accuracy, consistency, completeness and alignment with approved business rules.
. Participate in demonstrations, sprint or release reviews, solution walkthroughs and readiness
discussions communicate risks, dependencies and unresolved defects promptly.
. Prepare and maintain user guides, process documents, standard operating procedures, quick-reference
guides, FAQs, release notes and knowledge-transfer materials.
. Support training preparation and delivery for business users, super users and support teams, including
demonstrations and post-training clarification.
. Assist with go-live readiness, cutover validation, user readiness, hypercare tracking and postimplementation issue analysis.
. Identify recurring process gaps, data-quality issues and improvement opportunities using structured
analysis and user feedback.
. Follow applicable information security, data privacy, access-control, documentation and changegovernance requirements.
Systems & Domain Exposure
. Good working knowledge of Oracle Fusion Cloud, Oracle E-Business Suite (EBS), Oracle Redwood user
experience and other Oracle applications is preferred.
. Exposure to Genesys Cloud, contact center platforms, CRM or service-management applications,
workflow tools and back-office processes is desirable.
. Awareness of Agentic AI, conversational AI, automation, workflow orchestration and digital-assistant
use cases is an advantage.
. Proficiency in Microsoft Office, particularly Excel, PowerPoint, Word and Teams experience with
reporting or visualization tools is preferred.

JOB DESCRIPTION

Key Deliverables / Success Measures
. Timely completion of assigned test cycles with complete and reusable test evidence.
. Accurate defect documentation, prioritization support and closure or retest tracking.
. Requirement and test traceability with minimal gaps between business needs and delivered
functionality.
. Clear, current and version-controlled training and knowledge documents before release or handover.
. Effective stakeholder coordination, timely action closure and early escalation of blockers or quality
risks.
. Consistent attention to data accuracy, user experience, process controls and operational readiness.
Skills & Competencies
. Strong functional testing, analytical thinking and structured problem-solving skills.
. Ability to understand end-to-end business processes and translate requirements into practical test
scenarios.
. Good written and verbal communication, with confidence to interact with business users, developers
and program stakeholders.
. High attention to detail, documentation discipline and ability to manage multiple actions and
dependencies.
. Strong interpersonal skills, collaboration, ownership and follow-through.
. Ability to learn new applications and processes quickly and work in a changing program environment.
Education & Experience
. Graduate in engineering, computer applications, information technology, B.Sc. Information Technology,
telecommunications, business, operations or a related discipline.
. Prior experience in application testing, business analysis, process documentation, operations support or
digital-transformation programs is preferred.
. Experience in contact center operations, back-office management or service operations is an added
advantage.
. Experience working with IT development teams, business stakeholders and third-party partners is
desirable.

Work Conditions & Compliance

. Fixed-term contract for 12 months, subject to applicable company terms and conditions.
. May require coordination across functions, locations and time zones based on program needs.
. The role may require flexibility in work schedules and extended support during critical project
deliverables, testing cycles, release activities, and business priorities.
. Must maintain confidentiality of business, customer, employee and system information and comply
with applicable security and privacy requirements

Application Testing & Business Process Analyst