Business Analyst

• Sales
• Projects
• Finance
• Support

The Business Analyst will be responsible for leading a structured programme to design, document and implement standardised operating procedures (SOPs) across all business departments. Working closely with the department heads and the executive team, the incumbent will ensure that all processes are aligned to the business vision, are captured in a centralised knowledge base, and are fully operationalised within the company’s core platform, Pulse (Odoo).

This role carries three interconnected workstreams that must be delivered in parallel:

1. Master Data Management (MDM) & Data Cleanup
2. Departmental SOP Development & Standardisation
3. How-To Documentation & Knowledge Base

In addition, the role will work with the Systems team and Product Owner to maintain a live Pulse Enhancement Register, capturing and tracking system enhancements that are identified as a by-product of the SOP and MDM work, many of which will carry dependencies on data cleanup and completed SOPs before they can be actioned.

Master Data Management (MDM) & Data Cleanup

2.1 Objective

• Establish a single, consistent data identification and naming convention that spans the entire business and ensure that all supporting systems adopt the same standard.
• Drive a structured data cleanup exercise across all departments to achieve high data integrity and quality.

2.2 Key Deliverables

• Define a Customer Unique Identifier (CUI) that serves as the primary key for identifying customers across all systems and departments.
• Define a Service / Product Identification Convention to ensure consistent referencing of services across CRM, billing, operations and support.
• Produce an MDM Policy document outlining naming conventions, data ownership, and data quality standards.
• Conduct a department-by-department data audit across Pulse (Odoo) and all connected systems to identify gaps, duplicates, and inconsistencies.
• Execute a structured cleanup programme, with sign-off checkpoints at each department, to bring all data up to the defined standard.
• Establish ongoing data governance guidelines to prevent re-accumulation of poor-quality data.

2.3 Scope of Systems

• Pulse (Odoo) – CRM, Projects, Billing
• Any integrated or adjacent systems used by Sales and Product, Support, Finance, and Operations
• SharePoint – document naming conventions and folder structures

Departmental SOP Development & Standardisation

3.1 Objective

• Develop or update standardised SOPs for every department, ensuring they are aligned to the overall business process vision, documented in a consistent format, stored in SharePoint, and formally approved by the relevant department manager or executive and the CEO.

3.2 Departments in Scope

• Sales (Lead to Quote, Quote to Order, Customer Onboarding)
• Projects (Order Fulfilment, Lost Projects, Supplier Tracking / Procure to Pay)
• Finance (Billing, Collections, Renewals, Cancellations, Suspensions)
• Support (Ticket Management, Provisioning)

3.3 Key Deliverables

• Produce a standard SOP template that all departments will use, including a defined structure, version control header, and an approval / sign-off block.
• Map current-state workflows for each department using a consistent notation (e.g. swim-lane or BPMN flowcharts).
• Document proposed future-state workflows, identifying gaps and improvements aligned to the business vision.
• Define and document all relevant OLAs (Operational Level Agreements), turnaround times, cutoff rules, escalation paths, and RACI for each process.
• Capture all supporting rules, business logic, and edge cases that are currently held only in institutional knowledge.
• Publish completed SOPs to a designated SharePoint structure, with version history and access controls in place.
• Facilitate formal sign-off by the relevant department manager or executive and the CEO for every SOP before publication.

How-To Documentation & Knowledge Base

4.1 Objective

• Build a practical, internal user-facing knowledge base of “how-to” guides that translate the SOPs into step-by-step instructions for day-to-day system usage and process execution.
• This ensures that all staff can self-serve answers and that onboarding time for new employees is materially reduced.

4.2 Key Deliverables

• Define the structure and home of the knowledge base (SharePoint / Pulse).
• Produce how-to guides for key processes and system tasks, aligned to the completed SOPs.
• Ensure all guides include screenshots or workflow diagrams where appropriate.
• Implement a review and update cycle so that how-to content stays current as SOPs or system configurations change.
• Ensure knowledge base articles are tagged and searchable by department, process area, and system.

• Lead all three workstreams end-to-end, managing timelines, dependencies, and stakeholder expectations.
• Facilitate workshops and working sessions with department heads and their teams to elicit process knowledge and validate findings.
• Produce high-quality, clearly written SOPs, MDM documentation, and how-to guides to an agreed standard.
• Drive cross-departmental alignment on data standards and process design, escalating conflicts to your manager where required.
• Assist with reporting on the Pulse Enhancement Register, helping to ensure that business priorities are reflected in the development backlog.
• Manage the SharePoint documentation environment for all process and knowledge assets.
• Support change management, including communication and training, to ensure adoption of new SOPs and processes.
• Provide regular progress reporting to your manager.

• All in-scope SOPs drafted, reviewed, and CEO-signed within agreed timelines.
• MDM Policy published and data cleanup completed per department, with measurable improvement in data quality scores.
• Knowledge base live and covering all priority process areas.
• Pulse Enhancement Register maintained and reviewed weekly.
• Positive feedback from department heads on process clarity and usability of documentation.

• Given the cross-departmental nature of the work, the incumbent will need strong executive sponsorship and will be expected to:
• Provide a weekly written progress update to your manager covering all three workstreams.
• Flag blockers, risks, and cross-departmental dependencies promptly.
• Ensure all final documents carry the required sign-off before being published to SharePoint.