This is an in-office role
This position is based in Cape Town and is worked from our office. It is not a remote or hybrid role, so you'll need to be able to travel in every working day.
1-grid is a leading South African provider of web hosting, cloud solutions, domains, email services, and digital infrastructure. As a fast-growing technology company, we are committed to innovation, operational excellence, and delivering exceptional customer experiences.
Our entrepreneurial culture encourages accountability, collaboration, and continuous improvement. We leverage data, technology, and automation to improve business performance, enhance customer satisfaction, and support sustainable growth.
This role sits within Operations, Technology and Business Enablement, is based in Cape Town and reports to the Head of Operations.
Position Summary
The Business Analyst is responsible for analysing business processes, systems, operational performance, and business data to identify opportunities for improvement, drive efficiency, and support strategic decision-making.
The role combines Business Analysis, Data Analysis, Business Intelligence, Reporting, and Process Improvement responsibilities. Working closely with Operations, Technology, Finance, Customer Service, Sales, Human Resources, and Executive Management, the Business Analyst will gather requirements, analyse data, develop reporting solutions, improve business processes, and support strategic initiatives across the organisation.
The successful candidate will have strong analytical and problem-solving abilities, excellent communication skills, and the ability to translate complex business challenges into practical, data-driven solutions.
Purpose of the Role
The Business Analyst serves as the link between business operations and technology, ensuring that processes, systems, reporting, and business practices support 1-grid's strategic objectives.
The role will:
- Drive data-driven decision-making.
- Improve operational efficiency and effectiveness.
- Identify process improvement and automation opportunities.
- Enhance customer and employee experiences.
- Support digital transformation initiatives.
- Improve reporting, forecasting, and business intelligence capabilities.
- Ensure systems and operational processes align with business requirements.
Key Responsibilities
Business Analysis & Process Improvement
- Analyse business processes, workflows, and operational procedures.
- Identify inefficiencies, risks, bottlenecks, and opportunities for improvement.
- Conduct root cause analysis on operational challenges.
- Develop process maps, workflow documentation, and SOPs.
- Recommend solutions that improve efficiency, scalability, and service delivery.
- Support continuous improvement initiatives across the business.
Requirements Gathering & Stakeholder Engagement
- Engage with stakeholders to understand business needs and objectives.
- Conduct workshops, interviews, and discovery sessions.
- Gather, analyse, validate, and document business requirements.
- Create Business Requirement Documents (BRDs), user stories, process flows, and acceptance criteria.
- Facilitate collaboration between business and technical teams.
- Support projects from requirements gathering through implementation.
Data Analysis & Business Intelligence
- Collect, analyse, interpret, and present data from multiple business systems and sources.
- Clean, validate, and prepare data for analysis.
- Identify trends, patterns, risks, and opportunities through data analysis.
- Develop forecasts and actionable recommendations.
- Support departments with insight-driven decision-making.
- Assist with customer, operational, financial, and workforce analytics.
Reporting & Dashboard Development
- Develop and maintain reports, dashboards, scorecards, and business intelligence solutions.
- Establish and track Key Performance Indicators (KPIs).
- Produce management reports and business insights.
- Ensure reporting accuracy and data integrity.
- Present findings and recommendations to management.
Key reporting areas include
- Customer Satisfaction (CSAT)
- Customer Retention & Churn
- Revenue & Profitability
- Product Performance
- SLA Achievement
- Productivity & Operational Efficiency
- Workforce Metrics
- Business Performance Trends
Systems & Technology
- Analyse business requirements relating to systems, software, and integrations.
- Evaluate whether existing systems meet operational requirements.
- Identify opportunities for automation and workflow optimisation.
- Support system implementations, enhancements, and integrations.
- Assist with testing, UAT, and solution validation.
- Work with technical teams to improve system functionality and data quality.
Project Support
- Support business and technology projects.
- Assist with project planning, scope definition, and solution design.
- Participate in User Acceptance Testing (UAT).
- Track issues, risks, and improvement opportunities.
- Conduct post-implementation reviews and benefits analysis.
Key Performance Areas (KPAs)
Success in the role will be measured through:
- Quality and accuracy of business requirements.
- Reporting accuracy and effectiveness.
- Business insights delivered to management.
- Process improvements identified and implemented.
- Operational efficiencies achieved.
- Stakeholder satisfaction.
- Successful project delivery.
- Quality of business documentation.
- Automation opportunities implemented.
- Contribution to business performance improvements.
Minimum Requirements
Qualifications
- Bachelor's Degree or Diploma in Business Analysis, Information Systems, Data Analytics, Computer Science, Commerce, Industrial Engineering, Statistics, Mathematics, or a related field.
Experience
- Minimum 5 years' experience in a Business Analyst, Data Analyst, Business Intelligence Analyst, Process Analyst, or similar role.
- Experience gathering and documenting business requirements.
- Experience analysing complex datasets and business processes.
- Experience developing dashboards, reports, and performance metrics.
- Strong understanding of business operations and process improvement methodologies.
Technical Skills
Essential
- Advanced Microsoft Excel
- Power BI (Essential)
- Microsoft 365
- Data Analysis & Interpretation
- Dashboard Development
- Business Reporting
- Process Mapping
- Requirements Documentation
- User Acceptance Testing (UAT)
- Intermediate SQL
Advantageous
- Power Automate
- Tableau
- Python or R
- Statistical Analysis
- Predictive Analytics
- CRM and ERP Platforms
- API Integration Concepts
- Agile/Scrum Methodologies
- Experience within a hosting, SaaS, telecommunications, ISP, cloud, or technology environment.
Core Competencies
- Analytical Thinking
- Problem Solving
- Critical Thinking
- Business Acumen
- Data Interpretation
- Stakeholder Management
- Process Improvement
- Communication & Presentation Skills
- Attention to Detail
- Project Coordination
- Commercial Awareness
- Technical Aptitude
- Continuous Improvement Mindset
What We Offer
- The opportunity to be part of a fast-growing South African technology company.
- Exposure to strategic business, operational, and technology initiatives.
- A collaborative environment that encourages innovation and continuous improvement.
- The opportunity to influence decision-making through data and insights.
- Professional growth and development opportunities.
Values Alignment
The Business Analyst is expected to consistently demonstrate and promote 1-grid's core values: Accountability, Customer Delight, Teamwork, Inclusivity, Respect, Transparency, Quality and Collaboration.
Role Objective
To leverage business analysis, data analytics, reporting, and process improvement methodologies to optimise business performance, improve operational efficiency, support strategic decision-making, and ensure that 1-grid's people, processes, systems, and data work together to deliver exceptional customer experiences and sustainable business growth.
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