Intelligent Automation Analyst

Role Purpose and Key Responsibilities

Role Purpose

Identify, analyse, design, and support intelligent automation and digital-service solutions that improve efficiency, service quality, customer experience, and control effectiveness. Manage the automation lifecycle from opportunity assessment and requirements through design, testing, deployment, adoption, monitoring, and continuous improvement.

Key Responsibilities

• Opportunity assessment and process improvement: Identify automation opportunities, facilitate discovery workshops, assess value, feasibility, complexity, risk, and integration needs, prepare business cases, prioritise the opportunity pipeline, and redesign AS-IS processes into efficient TO-BE processes.
• Business analysis and requirements: Gather and validate business, functional, technical, security, and compliance requirements; produce requirement specifications, user stories, use cases, process maps, acceptance criteria, business rules, exceptions, dependencies, and approved backlogs.
• Solution design and delivery: Translate requirements into secure, scalable, reusable, and maintainable automation designs; collaborate with architects and developers on workflows, APIs, integrations, data flows, controls, exception handling, logging, monitoring, and recovery.
• RPA and digital services: Support the design, development, deployment, scheduling, monitoring, maintenance, and improvement of RPA, Social Connect, HR Services, chatbot, and employee or customer self-service solutions.
• User experience and chatbots: Define customer journeys, conversation intents, workflows, responses, escalation paths, screen flows, and interface requirements; promote usability, accessibility, mobile responsiveness, and consistent digital interactions.
• Testing and release: Develop test scenarios, coordinate system, integration, regression, exception, and user-acceptance testing, manage defects, secure business approval, and support release readiness, deployment, rollback, and post-implementation reviews.
• Citizen development: Support the nomination, training, mentoring, assessment, governance, and ongoing enablement of citizen developers, including guided builds, peer reviews, and reusable components.
• Agile coordination and stakeholder management: Participate in Agile ceremonies, maintain actionable work items, track delivery, risks, blockers, decisions, and dependencies, and coordinate business, technical, operational, and partner teams.
• Governance and documentation: Ensure compliance with security, privacy, access, audit, and change controls; maintain approved requirements, process and solution designs, test evidence, releases, runbooks, risk records, and benefits reports in authorised repositories.
• Performance and continuous improvement: Monitor availability, utilisation, volumes, exceptions, incidents, service quality, and realised benefits; investigate recurring failures and maintain an improvement backlog.

Qualification, Competencies, Knowledge and Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Analysis, Engineering, Information Systems, or a related discipline.
• Experience in business analysis, process automation, digital transformation, or systems delivery, including requirements gathering and end-to-end process documentation.
• Working knowledge of RPA platforms, workflow automation, APIs, system integration, Agile delivery, testing, UAT, releases, and production support.
• Relevant certification in business analysis, RPA, Agile, process improvement, or solution architecture is advantageous.
• Exposure to C#, VB.NET, Python, Java, Node.js, React, or Spring Java is advantageous.
• Business Analysis & Process Excellence
• Digital Transformation & Solution Design
• Stakeholder & Relationship Management
• Facilitation & Change Enablement
• Analytical Thinking & Decision Making
• Governance, Risk & Compliance