Business Analyst/Product Owner - SPVL

We are looking for Senior Business Analyst to join one of the government agencies!

• The team operates on three week Agile sprints, with standard ceremonies (sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives)
• Hybrid work arrangement
• Collaborative working environment and great career growth

Responsibilities

• Product Feedback & Insights: Own the product feedback loop by collecting, analysing, and synthesising user insights, support tickets, and stakeholder inputs into clear, actionable product recommendations for the engineering and product teams
• Policy-to-Tech Translation: Translate company policy requirements and merchant business rules into structured user stories, acceptance criteria, and operationally executable requirements - bridging operations, and engineering teams effectively
• Cross-Functional Coordination: Drive alignment across product management, engineering, design, engagement, and policy functions to ensure coordinated and timely product delivery; coordinate with Government central teams and external partners (Ticketing Partners, A&H partners, Payment service providers) on release schedules and change communications
• Incident & Service Coordination: Lead operational coordination during platform incidents according to defined Service Levels - log tickets, track response progress, communicate status to stakeholders, and consolidate Root Cause Analysis (RCA) outputs in coordination with Engineering and DevSecOps teams
• Operational Workflows: Execute and improve internal operational workflows including user/merchant onboarding, admin permissions, and offboarding; identify process inefficiencies and champion structured improvements
• Compliance & Audit Readiness: Support workflows aligned to Whole-of-Government (WOG) data protection and security standards (PDPA/PDPC); ensure governance via audit trails and assemble evidence packs for internal and external reviews; maintain registries and documentation for third-party service providers
• Training & Onboarding Enablement: Plan and deliver onboarding workshops and training sessions for stakeholders and partners; assess agency readiness post-training, monitor engagement and re-engage users/partners at risk of churning or non-compliance with scheme

Requirements

• Minimum 5 years of experience in Business Analysis, Product Operations, Service Delivery, or digital delivery coordination roles involving transactional systems or digital platforms
• Demonstrated experience working cross-functionally with product management, engineering, design, policy, and operations teams
• Strong experience facilitating workshops, steering committees, and escalation forums, to drive consensus and manage difficult conversations
• Prior experience supporting government digital initiatives or regulated environments (e.g., PDPA, cybersecurity frameworks) is strongly preferred.

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Liew Chien Hui (Vivian) - R2090138

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