718 Business Systems Analyst jobs in Kenya

Job Purpose
Work within the Operations function under the guidance of the Head of Operations to identify technical, process, and product requirements, and align them to the business transformation strategy of the organization for implementation. The Business Analyst will focus on analyzing and optimizing claims, client service, and operational processes, while supporting digital initiatives to improve efficiency, reduce costs, and enhance customer satisfaction. The role will also work closely with the Assistant Manager – Claims, product managers, and project teams to implement solutions that address customer complaints, inefficiencies, and operational gaps.

Key Responsibilities

• Liaise with business units (Claims, Underwriting & Client Operations) to capture business requirements and produce clear Requirement Specifications & Use Cases.
• Conduct workshops with stakeholders to validate requirements and secure alignment across

business units and management.

• Analyze claims processes and customer touchpoints to identify inefficiencies, delays, and gaps contributing to complaints or losses.
• Recommend and design process improvements and automation solutions to enhance turnaround times and service quality.
• Verify and approve design solutions and test cases to ensure business requirements are fully met.
• Consolidate and harmonize business requirements across operations to create synergies and avoid duplication.
• Provide business case input, including financial details, prioritization, and impact analysis for proposed initiatives.
• Support IT and project teams in implementing process and system changes, ensuring compliance with regulatory requirements.
• Conduct high-level analysis of change requests and classify them into products or architecture domains.
• Verify that requirements are testable and generate testing objectives, strategies, plans, and scripts.
• Review vendor test plans and ensure solutions meet business requirements.
• Support User Acceptance Testing (UAT) by reviewing and validating end-user test cases and results.
• Develop standardized documentation for requirements, use cases, test cases, and process improvements.
• Monitor post-implementation performance of solutions to ensure they deliver the intended benefits.

Knowledge, Experience, And Qualifications Required

• Degree in Computer Science or technical-related field from an accredited institution
• Familiarity with Agile development methodologies
• Excellent communication, stakeholder engagement, and report writing skills.
• Knowledge of business strategy and of business implications of IT/Service solutions roadmaps.
• Strong analytical, problem-solving, and process mapping skills.
• Business analysis skills and Knowledge of the software development and implementation cycle

Primary Location
Kenya-Nairobi-Nairobi

Organization
Britam

Job Type
Permanent

Shift
Day Job

Contract Type
Full-time

Job Posting

Unposting Date
Ongoing

Number of Openings
1

Overview
We're looking for a Business Analyst to join our Quality and Analytics team. In this role, you'll help curate data-driven stories that provide insights and analysis into our Contact Centre operations, with the goal of driving meaningful change in both the agent and customer experience. You'll work closely with stakeholders to understand business needs, create mock-ups, and communicate project timelines and updates clearly.

Responsibilities

• Support the operational needs of the Contact Center and increase insights into customer interactions
• Curate new data products that package Call Center performance information into easily readable and understandable formats
• Propagate techniques for answering basic report questions and conveying data definitions
• Use statistical analyses and mathematical models to derive insights about Call Center operations
• Maintain solutions for data governance and documentation
• Partner with other departments to build holistic cross functional dashboards for executives
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT
• Meet with Managers to identify their analytical needs for growing their departments
• Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity
• Report on current performance trends to Management and Executives

Requirements
SKILLS AND EXPERIENCE

• Bachelor's Degree in Business Analytics or related field
• 1+ years experience with Data Analytics
• Proficiency in Power BI including creating dashboards and data connections
• Prior experience and in depth understanding of omni-channel contact centers
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively

Soft Skills

• Strong strategic thinking and analytical capabilities
• Excellence in both written and verbal communication
• Proven leadership and team management abilities
• Mature, pragmatic and flexible approach
• Good attention to detail
• Hands-on, ready to roll up the sleeves

PERSONAL CHARACTERISTIC

• Results-driven with a strong commercial acumen
• Creative problem-solver with innovative thinking
• Strong interpersonal skills and emotional intelligence
• Ability to work effectively in a fast-paced, multicultural environment
• High level of integrity and professional ethics
• Self-driven
• Resilient
• Rigorous and organized

About us

We are a young and vibrant team of technology consultants who are passionate about solving client problems. Our key focus is on supporting our clients in their digital transformation journeys from ideation through to implementation. We are looking for a business analyst to join our team on a contract basis, to help us in driving digital transformation for our clients.

The Role

The ideal candidate will be someone with a technology background and business analysis experience. The person will report directly to the project manager and their main tasks will include performing detailed requirements analysis, documenting processes, and performing user acceptance testing. To succeed in this role you should have a natural analytical way of thinking and be able to explain difficult concepts to non-technical users.

Note: This is a business analyst role and NOT a data analyst role.

Your Responsibilities

• Work with various stakeholders to analyse business requirements and design solutions that enable the business to achieve its objectives, improve user experience, and drive system adoption.
• Leverage on standard system functionality and custom development to solve complex business requirements.
• Responsible for quality assurance, ensuring accurate testing cycles
• Complete gap analysis for as-is and to-be processes; translating into functional and technical specifications.
• Support change management initiatives related to new feature releases including documentation and training.
• Maintain familiarity with upstream / downstream integrations and their impact on feature enhancements
• Identify, document, communicate and enforce standard business processes as they relate to the system.
• Create operational excellence through best practice sharing and process consistency across all users.
• Serve as an agent of change and drive effective communication to all business stakeholders

We will only consider candidates who meet the following criteria

• Degree in Information Technology or any related field
• Minimum of 5 years experience in requirements gathering and facilitating user workshops
• Experience in managing stakeholders across different departments of the organisation
• Experience in documenting technical and functional business requirements
• Experience in the design of process flows and in process improvement
• Experience in working in collaboration with software development teams during the entire Software Development Life Cycle
• Experience in supporting users during System Testing and User Acceptance Testing
• Strong communication and collaboration skills
• Working knowledge or and experience with agile management methodologies
• Prior experience in consulting is desirable but not mandatory

Lets Write Africa's Story Together
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description
Professional BA Certification
(e.g., IIBA, CBAP) or a recognized Business Analysis credential.

Experience with
ITIL
,
CMMI
,
PMI
, or similar frameworks for project governance.

Seeking a Senior Finance Business Analyst with 10+ years of overall experience, including at least 6+ years in Finance and Insurance. The role requires agile expertise in business analysis, change readiness, testing execution, and post–go‐live support. The successful candidate will facilitate solution design, requirements gathering, stakeholder alignment, and end‐to‐end implementation across multiple business teams and regions.

Primary responsibilities include:

• Triaging and prioritizing business requests and enhancements.
• Managing the impact of changes and overseeing user readiness and training.
• Driving the successful embedment of solutions into Business‐as‐Usual (BAU).

Outstanding communication and stakeholder management skills are essential for coordinating activities across diverse business units, ensuring strategic alignment and sustainable outcomes.

• Duties and Responsibilities

Business Needs Assessment & Prioritization

• Analyze and triage incoming requests or enhancements based on relevance, urgency, and strategic impact.
• Collaborate with finance and insurance stakeholders to explore and evaluate different solution pathways, balancing constraints (time, cost, risk).

Requirements Elicitation & Documentation

• Conduct workshops with cross‐functional teams (including multiple geographies) to gather comprehensive requirements.
• Document requirements in sufficient detail (e.g., annotated process flows, data relationships, system interaction diagrams, UML diagrams) to guide solution design.
• Maintain strict traceability from initial request through to final deliverable.

Solution Design & Collaboration

• Work with technical teams, solution architects, and other business analysts to define solution approaches (process changes, system modifications, or both).
• Ensure that testing methodologies (user acceptance testing, integration testing, etc.) are aligned with business goals and thoroughly validated before deployment.

Change Readiness & Stakeholder Engagement

• Facilitate change impact analyses and assist business owners with risk mitigation plans.
• Develop or coordinate training materials, user communications, and support plans to ensure a high level of user readiness prior to go‐live.
• Proactively address and manage any anticipated or persistent resistance to change.
• ‐Live Embedment & Continuous Improvement
• Monitor key adoption metrics, gather user feedback, and track performance against business requirements after go‐live.
• Identify process gaps or additional needs that arise in BAU, and propose iterative improvements or follow‐on project work.
• Oversee documentation updates (including release notes, training guides, and knowledge articles) to reflect the final implemented solution.

Governance & Compliance

• Enforce governance throughout the requirements lifecycle and implementation process, ensuring stakeholder sign‐offs and proper storage of documentation.
• Ensure alignment with relevant financial regulations and corporate finance standards, especially in an insurance context.
• Qualifications and Experience
• Bachelor's degree in Business, Information Technology, Analytics, or a similar field.

Industry & Functional Expertise

• Proven Financial Services industry experience (specifically Insurance and/or Investments).
• Strong understanding of Corporate Finance business processes, principles, and data.
• 5+ years of experience in a project delivery environment with demonstrated complex project success.

Business Analysis Skills

• Competency in analytical problem solving, stakeholder collaboration, and requirements documentation.
• Demonstrable expertise in Business Analysis methodologies & tools (e.g., BPMN, UML).
• Experience with testing methodology, including user acceptance testing and test automation, is advantageous.

Technical & Communication Skills

• Ability to influence both business and technical teams; comfortable communicating business requirements to development teams.
• Familiarity with agile project management, backlog prioritization, and sprint planning.
• Proficient in producing clear, concise documentation for diverse audiences.
• Competencies Required
• Excellent communication skills – adept at bridging business and technical language.
• Time management – able to handle multiple parallel requests.
• Relationship management – strong collaborator, effective at building cross‐functional partnerships.
• Business awareness – understands financial/insurance domain context and constraints.
• Ownership & accountability – drives deliverables end‐to‐end.
• Technical knowledge – comfortable mapping requirements into technical solutions.
• Client focus – ensures delivered solutions meet user needs and improve outcomes.
• Strategic & innovative thinking – proposes creative solutions and fosters an environment of continuous improvement.

Team Results

• Works with the Team Lead to set challenging objectives and facilitate high performance.
• Balances competing demands from technology vendors and business stakeholders.
• Exhibits intellectual curiosity and willingness to experiment with new ideas and methods.
• Quickly gains trust of sponsors and key stakeholders, even when facing ambiguity.

Skills
Accounting, Action Planning, Budget Management, Computer Literacy, Database Reporting, Data Classification, Data Compilation, Data Controls, Data Modeling, Evaluating Information, Financial Acumen, Management Reporting, Numerical Aptitude, Oral Communications, Report Review

Competencies
Business Insight

Communicates Effectively

Decision Quality

Ensures Accountability

Financial Acumen

Manages Complexity

Plans and Aligns

Tech Savvy

Education
NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date
09 October 2025 , 23:59

The Old Mutual Story

Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

W
hat you'll be getting up to:
We are seeking a detail-oriented and motivated Junior Data Analyst to join our team. This role is ideal for individuals eager to build their career in data analysis and reporting. A strong willingness to learn, adaptability, and a foundational understanding of data tools are essential.

Key Responsibilities :
Assist in gathering, analyzing, and interpreting data to support business decisions.

Create and maintain basic reports and dashboards.

Collaborate with team members to ensure accurate and timely data reporting.

Perform data quality checks and troubleshoot data inconsistencies.

Support data-related projects and tasks as assigned.

Qualifications
Proficiency in English (mandatory).

Basic knowledge of SQL; ability to write simple queries.

1-2 years of experience in the related field will be an advantage

Familiarity with data tools such as BigQuery and Looker is a plus.

Strong analytical and problem-solving skills.

Attention to detail and eagerness to learn.

What We Offer
A supportive environment to develop your data analysis skills.

Opportunities for professional growth.

Exposure to cutting-edge data tools and technologies.

• Applications in English only please

Diversity & Inclusion
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn't just the right thing to do, it's also the smart thing.

Brief Description

Reporting to the Enterprise IT Delivery Manager, the Senior Business Analyst is responsible for bridging the gap between business needs and technology solutions. This role is responsible for leading the analysis and design of business processes, systems, and solutions that drive strategic initiatives and operational improvements. By working closely with stakeholders across departments, the Senior Business Analyst ensures that business requirements are accurately captured, translated into functional specifications, and delivered through effective collaboration with technical teams. The role-holder will also propose ways in which the existing processes and systems can be used or changed to meet new business requirements as well as point out and identify new systems needed to meet business requirements, within the context of a well-established Enterprise IT Architecture.