Senior Business Analyst — Broadband & CPE Platform

Key Responsibilities:

• Gather, analyse, document, and manage business and functional requirements across CPE management, WiFi operations, service assurance, and customer experience domains.
• Produce BRDs, FRSs, User Stories, Process Flows, Use Cases, and Acceptance Criteria to a delivery-ready standard.
• Conduct stakeholder workshops, requirement elicitation sessions, and review sign-offs with operator and delivery teams.
• Translate operational requirements into functional specifications for platform, integration, and automation delivery teams.
• Document current-state and future-state business processes covering: CPE onboarding and lifecycle, WiFi fault management, closed-loop remediation workflows, agent and NOC operational processes, and customer-facing service interactions.
• Define and baseline operational KPIs, SLA targets, and business success metrics; support UAT planning, execution, defect tracking, and business sign-offs.
• Support governance activities: status reporting, RAID management, change request assessment, and traceability between requirements and delivered capabilities.

Required Skills & Experience

Business Analysis Core

• 8+ years of Business Analysis experience, with a track record of delivering functional requirements in complex technology programmes.
• Expertise in: requirements elicitation, process mapping, user stories, functional specifications, acceptance criteria definition, and UAT coordination.
• Strong stakeholder management and workshop facilitation skills across technical and non-technical audiences.
• Experience with Agile/Scrum delivery methodologies.
• Broadband and Network Domain Knowledge
• Solid understanding of broadband service delivery and access network architecture: FTTH/FTTx, GPON/XGS-PON, subscriber provisioning, activation workflows.
• Functional awareness of: OLT/ONT, BRAS/BNG, DHCP, DNS, AAA — sufficient to interpret network events, service dependencies, and fault propagation in requirements discussions.
• Experience with Service Assurance, Fault Management, and Customer Care/Trouble Ticketing processes.
• CPE and WiFi Operations
• Working knowledge of CPE device management concepts — device onboarding, Zero Touch
• Provisioning, firmware lifecycle, configuration management, and remote diagnostics.
• Familiarity with TR-069 (CWMP) and TR-369 (USP) standards at a functional level — sufficient to document requirements for CPE management platform capabilities, diagnostics, and telemetry collection.
• Understanding of home WiFi operations: band steering, channel management, mesh networks, connected device visibility, WiFi fault classification, and customer-facing WiFi experience.
• Ability to document business rules for closed-loop automation workflows (Detect → Diagnose → Act → Verify), remediation tiers, and dispatch suppression logic.
• Operational KPIs
• Strong understanding of broadband operational KPIs: MTTR, MTTD, First Contact Resolution (FCR), Repeat Fault Rate, Truck Roll Rate, Device Health Metrics, and Customer Experience indicators.

Tools:

• Jira, Confluence
• ServiceNow
• Microsoft Visio / Lucidchart
• Microsoft Office Suite

Preferred Skills:

• Exposure to AI/ML or AIOps-enabled service assurance, predictive maintenance, or broadband analytics programmes — ability to engage with AI use cases at a functional requirements level is a strong advantage.
• Exposure to automation and digital transformation programmes in a broadband or telco context.
• OSS/BSS transformation experience (provisioning, inventory, trouble ticketing integration).
• Familiarity with ITIL service management processes.

Qualifications:

• Bachelor's degree in Engineering, Telecommunications, Computer Science, IT, or related field.
• CBAP, PMI-PBA, Agile BA, Scrum, or SAFe certifications preferred.
• MBA is an advantage.

Mandatory: Prior experience with Broadband Service Providers, ISPs, Fiber Network Operators, or Broadband/CPE Operations environments is non-negotiable.