Digital Transformation Support Specialist
Position Objective:
Expertise in bridging business requirements and technical solutions for enterprise applications and digital transformation projects. Proven ability to gather, analyze, and translate business needs into functional and technical specifications while ensuring alignment with organizational objectives. Strong experience in stakeholder management, customer engagement, solution design, Agile delivery, and User Acceptance Testing (UAT). Skilled in collaborating with cross-functional teams, including product owners, developers, architects, QA, and operations, to deliver high-quality solutions. Adept at managing application support, troubleshooting production issues, and coordinating seamless system rollouts and user adoption. Possesses a solid understanding of enterprise applications, APIs, integrations, data flows, and the Software Development Life Cycle (SDLC). Excellent analytical, communication, and problem-solving skills with the ability to simplify complex technical concepts for business stakeholders. Committed to delivering customer-focused solutions that improve operational efficiency, enhance user experience, and support successful digital transformation initiatives.
Job Description & Responsibilities:
- Act as the primary technical liaison between customers, business stakeholders, and delivery teams.
- Gather, analyze, document, and validate business and technical requirements.
- Translate business needs into functional specifications, user stories, and acceptance criteria.
- Facilitate requirement workshops and stakeholder meetings to define project scope and priorities.
- Bridge communication between business users, product owners, developers, QA, and operations teams.
- Support solution design by defining business processes, workflows, data flows, and integration requirements.
- Review solution designs to ensure alignment with business objectives and platform capabilities.
- Participate in Agile ceremonies, including backlog grooming, sprint planning, reviews, and retrospectives.
- Prioritize requirements based on business value, technical feasibility, and delivery timelines.
- Coordinate User Acceptance Testing (UAT), prepare test scenarios, and manage business sign-offs.
- Work closely with QA teams to validate requirements and ensure solution quality.
- Investigate, analyze, and resolve application issues in collaboration with technical support teams.
- Support production deployments, release validation, smoke testing, and post-release monitoring.
- Coordinate technical discussions involving APIs, system integrations, and enterprise applications.
- Identify project risks, dependencies, and implementation gaps, and recommend mitigation plans.
- Maintain comprehensive project documentation, including business process flows and functional specifications.
- Prepare status reports, action trackers, meeting minutes, and risk registers for stakeholders.
- Conduct end-user training sessions, workshops, and product demonstrations.
- Develop user guides, release notes, FAQs, and operational documentation.
- Manage customer expectations by communicating project progress, scope, and technical constraints.
- Support issue escalation, root cause analysis, and continuous process improvement initiatives.
- Ensure smooth transition from project implementation to operations and support teams.
- Collaborate with cross-functional teams to deliver scalable, high-quality enterprise solutions.
- Drive customer adoption by collecting feedback and recommending product enhancements.
- Ensure all deliverables comply with business requirements, quality standards, and organizational objectives.
Qualifications & Experience:
- Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, Business Administration, or a related field.
- Minimum 7+ relevant years of experience as a Technical Business Analyst, Systems Analyst, or Solution Analyst.
- Proven experience in requirements gathering, business process analysis, and functional documentation.
- Strong understanding of Software Development Life Cycle (SDLC) and Agile/Scrum methodologies.
- Experience working with customers, business stakeholders, development teams, QA, and support teams.
- Hands-on experience in User Acceptance Testing (UAT), solution validation, and production support.
- Good knowledge of enterprise applications, APIs, system integrations, databases, and data flows.
- Familiarity with JIRA, Azure DevOps, Confluence, Visio, Lucidchart, Draw.io, or similar collaboration and documentation tools.
- Basic understanding of SQL, API integrations, system troubleshooting, and incident management.
- Experience in application support, release management, and deployment coordination.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
- Experience in telecom, ERP, asset management, workflow platforms, or digital transformation projects is preferred.
- Professional certifications such as CBAP, PMI-PBA, Agile, Scrum, or ITIL are an added advantage.
- Ability to manage multiple priorities, work collaboratively with cross-functional teams, and deliver customer-focused solutions in a fast-paced environment.
We are a team of passionate people whose goal is to improve everyone's life through disruptive products. We build great products to solve your business problems.