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Senior Business Analyst - Customer Account Management

Cognizant -
Melbourne VIC

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Job Details

Full-time
4 hours ago

Qualifications

Jira
Microsoft Excel
Business analysis
Visio
Confluence
APIs
Agile
Communication skills

Full Job Description

Role Overview
We are seeking a highly experienced Senior Business Analyst with 10+ years of experience in telecom business analysis, requirements management, and BSS transformation initiatives. The role requires strong expertise in customer account management, billing and transaction processing, legacy application modernization, and end-to-end business process analysis, with the ability to work across business and technology teams to drive transformation outcomes.
Key Responsibilities

Lead end-to-end business requirement gathering, analysis, and documentation for Telecom BSS initiatives covering customer account management, billing, and transaction processing.
Work closely with business stakeholders, product owners, architects, and delivery teams to define business requirements, functional specifications, and user stories.
Drive analysis for customer account lifecycle management, including onboarding, account hierarchy, account servicing, and customer data alignment across systems.
Analyze and document billing and transaction processing flows, including mediation, rating, billing, invoicing, payments, collections, and revenue assurance.
Perform gap analysis, impact analysis, and process mapping for legacy application transformation and modernization programs.
Support legacy application assessment, requirement traceability, and change request lifecycle management across BSS transformation programs.
Facilitate workshops, Joint Application Development sessions, and stakeholder discussions to refine scope and drive consensus.
Create and maintain BPMN/process flows, requirement documents, business rules, use cases, and traceability matrices.
Collaborate with QA and delivery teams to support test scenario definition, UAT readiness, and solution validation.
Provide business support during implementation and change rollout, ensuring alignment between business needs and delivered solutions.

Mandatory Skills & Expertise
Domain Expertise

Strong experience across Telecom BSS stack with emphasis on Customer Account Management, Billing, Transaction Processing, Revenue Management, and Order-to-Cash business processes.
Deep understanding of telecom business processes and value chains including Lead-to-Order, Order-to-Cash, Usage-to-Pay, and customer account lifecycle management.
Exposure to B2B, B2C, wholesale, prepaid, and postpaid telecom operating models and customer journeys.

Billing & Transaction Processing Expertise

Strong experience in telecom billing analysis and transformation programs, including charging, rating, invoicing, payment processing, collections, and revenue assurance.
Good understanding of transaction processing flows and business rules for telecom products and services, including high-volume financial transactions.
Experience working with telecom billing platforms, revenue management systems, and related business process documentation.

Legacy Modernization

Proven experience in legacy application analysis, requirement mapping, remediation support, and transformation planning across telecom BSS environments.
Experience supporting modernization initiatives involving API-led integration, process redesign, and migration to target-state business and application landscapes.
Strong understanding of dependency analysis, impact assessment, transition planning, and coexistence of legacy and modern platforms.

Business Analysis & Process Skills

Strong knowledge of TM Forum concepts, telecom process frameworks, and BSS functional architecture.
Hands-on experience in requirement elicitation, BPMN/process modeling, business rules definition, use case writing, and stakeholder communication.
Familiarity with tools and methods such as BPMN, Visio, JIRA, Confluence, Excel, and requirement traceability frameworks.

Experience & Qualifications

10+ years of experience in Telecom IT/BSS domain with strong business analysis and transformation exposure.
Minimum 5+ years of experience in billing, transaction processing, customer account management, or revenue management functions.
Proven track record in telecom transformation, modernization, or large-scale BSS change programs.
Experience working with cross-functional business, operations, architecture, and delivery teams in Agile or hybrid delivery models.
Preferred certifications: CBAP/CCBA, SAFe, TM Forum, or equivalent business analysis and agile credentials.

Key Competencies

Strong stakeholder management, facilitation, and communication skills.
Ability to drive complex requirement analysis and business process transformation across telecom BSS programs.
Excellent analytical thinking, problem-solving, documentation, and presentation skills.
Strong focus on delivering business-aligned, scalable, and transformation-ready BSS solutions.

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