High-level role overview:The Business Analyst is responsible for investigating business needs, analysing, and improving processes, and translating approved business problems and opportunities into clear requirements for technology and operational improvement initiatives across the company and its associated brands. The role acts as a bridge between business stakeholders, the PMO, Technology & Innovation, technical teams and vendors, ensuring that the underlying problem is properly understood before a solution isdesigned or selected. The role will facilitate discovery sessions, document current and future-state processes, prepare business and functional requirements, perform gap and impact analysis, support solution evaluation, and maintain traceability from the original business need through design, testing, and implementation. The Business Analyst will also support project planning, stakeholder coordination, user acceptance testing andchange readiness where required. Role purpose: To analyse business processes, problems, and opportunities; define clear and testable requirements; and support the design and implementation of practical, sustainable solutions that improve operational efficiency, control, customer experience, and business performance. The role ensures that business intent is accurately understood, documented, validated, and maintained throughout the project or improvementlifecycle. Business analysis and discovery:

Plan and conduct interviews, workshops, observation sessions, and document reviews to understand business needs, pain points, objectives, and constraints.

Define the underlying business problem or opportunity before solution selection or development begins.

Identify stakeholders, process boundaries, business rules, assumptions, dependencies, and success measures.

Challenge assumptions constructively and ensure requirements reflect enterprise outcomes rather than isolated departmental preferences.

Document current-state (As-Is) and future-state (To-Be) processes using clear process maps and workflow diagrams.

Perform gap, root-cause, impact, and options analysis to identify inefficiencies, risks, control weaknesses, and improvement opportunities.

Develop practical recommendations and action plans for process simplification, standardisation, automation, or technology enablement.

Assess cross-functional implications and support adoption of consistent processes across brands, countries, stores, and Head Office functions where applicable.

Prepare and maintain Business Requirements Documents, functional requirements, user stories, acceptance criteria, business rules and supporting data or non-functional requirements where applicable.

Validate requirements with business owners, subject matter experts, technical teams, and vendors and obtain appropriate approval.

Maintain requirements traceability and manage requirement changes throughout design, build, testing, and implementation.

Ensure requirements are clear, complete, feasible, testable, and aligned to the approved business outcome.

Work with Technology & Innovation, IT, developers, vendors, designers, and testers to clarify requirements and support solution design.

Assist with evaluating solution options, existing capabilities, and vendor proposals against documented business needs.

Support prototyping, walkthroughs, backlog refinement, sprint activities, and solution demonstrations where relevant.

Provide analysis support during implementation and help resolve requirement related questions or scope ambiguity.

Support test planning by translating requirements and acceptance criteria into test scenarios and business validation points.

Coordinate or support user acceptance testing, defect clarification, requirements validation and business sign-off.

Contribute to stakeholder communications, training needs, process updates, readiness activities, and operational handover.

Assist with confirming whether implemented changes meet the approved requirements and intended business benefits.

Coordinate UAT activities.

Execute testing where required.

Provide accurate analysis status updates, risks, issues, dependencies and decisions to the Project Manager and project team.

Support project planning, milestone tracking, workshop coordination, and action management when required.

Maintain analysis artefacts, approvals, version control, and audit trails in approved PMO repositories.

Contribute to continuous improvement of business-analysis standards, templates, and ways of working. Project management experience is advantageous for coordinating smaller workstreams or improvement initiatives.

Bachelor's degree or relevant diploma in Business Analysis, Information Systems, Business Management, Industrial Engineering, or a related field.

3-5 years' practical experience in business analysis, process analysis, systems analysis, or a comparable role.

Experience producing BRDs, process maps, functional requirements, user stories, acceptance criteria, and gap-analysis outputs.

Experience supporting software, systems implementation, automation, or digital transformation initiatives.

Project management or project coordination experience is advantageous.

Experience in QSR, retail, hospitality, franchising, or multi-site operations is advantageous.

Business analysis lifecycle and requirements-management practices.

Process mapping and BPMN or comparable workflow notation.

Agile, Waterfall and hybrid delivery environments.

Microsoft 365, including Word, Excel, PowerPoint, Teams, SharePoint and Visio or equivalent process-mapping tools.

Working knowledge of Power BI, Power Platform, Azure DevOps, Jira or comparable analysis and delivery tools is advantageous.

Understanding of testing, UAT, change control, data flows, integrations, and operational handover.