Cape Town City Centre: Senior Business Analyst

January 28, 2026 Jobs in Cape Peninsula

Cape Town Region

IT / Computing / Software

Job Description

About the Role

We are seeking a Senior Business Analyst to play a critical role in the replacement of an existing SAP call centre/customer support platform with a more sophisticated AWS-based call centre solution. This is not a documentation-only BA role, as you will be driving business process redesign and shaping how future customer engagement and customer service operations work across the Group. The new AWS platform will significantly enhance the customer service capabilities, and senior executives will actively influence and challenge process decisions, pushing for improvements and new ways of working.

Key Responsibilities

Engage directly with senior executives and operational leadership around future customer engagement models.
Facilitate high-level workshops focused on: Customer experience transformation. Contact centre operating models. Cross-channel customer engagement (voice, digital, automation, etc.).
Translate strategic objectives into clear, actionable process and system requirements.
Challenge and influence stakeholders where necessary, holding firm on process, scope, and feasibility as a trusted SME.
Lead the analysis and redesign of: Call centre operations Customer support workflows. Escalation, case management, and service resolution processes.

Requirements

8 years experience as a Senior / Lead Business Analyst.
Strong background in customer service, contact centre, or customer engagement platforms.
Proven delivery experience on large enterprise system replacements or platform modernisation programmes.
Track record of working directly with: Executives. Operational heads Technology leadership.

Qualifications

Bachelor’s degree or equivalent

Salary & Benefits

[ No salary range mentioned]

(Note: I’ve kept the original requirements and qualifications, but not included the salary details as it was not specified in the original description.)

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How to Apply

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About IT / Computing / Software Jobs in Cape Town Region

The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.

In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.

Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.

The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.

For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.

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This information provides general career guidance. Actual salaries and requirements vary by employer.

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