Process & Business Analyst

CCS is looking for an experienced Process& Business Analyst competent in the business process mapping, data analytics, and project management.

The ideal candidate will serve as the critical link between business stakeholders and technology or delivery teams —translating complex business needs into actionable solutions that drive measurable outcomes.

The ideal candidate is analytically minded, an excellent communicator, and someone who thrives in fast-paced, cross-functional environments. You will own end-to-end problem-solving: from mapping and optimising business processes, to gathering and documenting requirements, interpreting data, and ensuring successful delivery of initiatives.

1. Business Process Mapping & Optimisation

• Conduct end-to-end process discovery sessions with business units to document current-state (as-is) workflows.
• Develop detailed process maps, flowcharts, and swim-lane diagrams using tools such as Visio, Lucid chart, etc.
• Identify process inefficiencies, bottlenecks, redundancies, and risks; propose and design future-state (to-be) processes.
• Drive process standardisation and continuous improvement initiatives aligned with organisational goals.
• Maintain a central repository of process documentation and ensure version control and governance.
• Facilitate process walkthrough workshops with stakeholders to validate accuracy and gain alignment.

1. Business Analysis & Stakeholder Liaison

• Act as the primary bridge between business stakeholders and technology, product, ordelivery teams throughout the project lifecycle.
• Elicit, analyse, and document business requirements through interviews, workshops, surveys, and observation.
• Translate business needs into clear functional and non-functional requirements, user stories, acceptance criteria, and use cases.
• Manage the requirements traceability matrix (RTM) and ensure all deliverables align with stated business objectives.
• Review and validate solution designs, prototypes, and test results against agreed requirements.
• Facilitate UAT (User Acceptance Testing) planning and execution; coordinate feedback loops between users and development teams.
• Proactively manage stakeholder expectations, surface risks and issues early, and drive resolution.

1. Data Analytics & Insights

• Extract,clean, and analyse data from multiple sources to uncover actionable business insights.
• Build andmaintain dashboards and reports using tools such as Power BI to support data-driven decision-making.
• Conduct quantitative and qualitative analysis to assess business performance, identify trends, and evaluate the impact of change initiatives.
• Define and monitor KPIs and metrics in collaboration with business owners to measure process efficiency and project success.
• Present findings clearly to both technical and non-technical audiences, providing well-structured narratives and recommendations.
• Support the organisation's journey toward data literacy and self-serve analytics capabilities.

1. Project Management & Delivery

• Lead and manage small to medium-sized business improvement or transformation projects from initiation through to closure.
• Develop project plans, timelines, resource plans, and status reports; track milestones and manage delivery risks and dependencies.
• Apply Agile, Waterfall, or hybrid project management methodologies as appropriate to the context.
• Coordinate cross-functional teams and ensure alignment across workstreams, keeping all parties informed and accountable.
• Prepare and present project updates, steering committee reports, and executive briefings.
• Conduct post-implementation reviews to capture lessons learned and embed a culture of continuous improvement.

Qualifications & Experience

• Bachelor's degree in Business, Information Systems, Engineering, Computer Science, or a related discipline.
• Minimum 4years of experience in a Business Analyst, Process Analyst, or similar hybrid role.
• Proven experience in business process mapping and documentation (BPMN, flowcharts, swim-lane diagrams).
• Strong requirements elicitation and documentation skills, including user stories and functional specifications.
• Hands-on experience with data analytics tools (Power BI or Excel) for analysis and reporting.
• Demonstrated experience managing projects or workstreams in an Agile or Waterfall environment.
• Excellent verbal and written communication skills with the ability to engage confidently at all organisational levels.

• Familiarity with process improvement methodologies.
• Experience working with Case Management systems.
• Exposure to digital transformation, automation (RPA), or system implementation projects.
• Experience in Singapore Social Services Agencies.