Technical Business Analyst

As a Technical Business Analyst, you will be responsible for the continuous enhancement, operation and modernisation of key digital channels, including the Website, Portal and customer-facing Chatbots. You will work at the intersection of business, technology and user experience, partnering stakeholders, vendors and engineering teams to deliver secure, reliable and citizen-centric digital services. Beyond day-to-day maintenance and enhancement delivery, you will playa key role in shaping the future of MOM's digital channels by improving customer journeys, enhancing self-service capabilities, modernising platform capabilities and leveraging emerging technologies such as Artificial Intelligence (AI) to deliver better user outcomes. You will serve as the bridge between business users, product teams, vendors and technical teams, ensuring that solutions not only meet business needs but also improve the experience of citizens, employers and MOM officers interacting with MOM's digital services. We are looking for individuals who are curious, proactive and customer-focused. You should be comfortable navigating ambiguity, challenging existing ways of working and driving improvements from concept through implementation. Above all, you should be passionate about using technology to improve public service delivery and customer experience. Job Description Business Analysis & Solution Design You will partner stakeholders to understand business objectives, customer needs and operational challenges, and translate them into clear business, functional and technical requirements. You will analyse business processes, identify pain points, define future-state processes and recommend solutions that balance business value, user experience, technical feasibility and operational sustainability. You will facilitate workshops, gather requirements, develop user stories, process maps and acceptance criteria, and work closely with vendors and engineering teams to ensure successful delivery of solutions. Digital Experience & Service Design You will analyse customer feedback, user behaviour and service journeys to identify opportunities to improve digital experiences across the Website, Portal and Chatbots. You will conduct user research, stakeholder interviews and journey mapping activities, and work closely with UX designers, content owners and technical teams to improve navigation, content discoverability, accessibility and self-service effectiveness. You will also develop and validate prototypes to ensure proposed solutions effectively address user and business needs. Platform Management & Continuous Improvement You will oversee the continuous enhancement and operational support of the Website, Portal and customer-facing Chatbots. This includes managing enhancement requests, analysing defects, prioritising improvements, coordinating releases and ensuring successful implementation of platform changes. You will monitor platform performance, analyse operational issues and work closely with vendors and support teams to ensure systems remain reliable, secure and performant. Digital Channel Modernisation You will support the transformation and modernisation of digital channels to deliver more seamless, intuitive and personalised user experiences. This includes identifying opportunities to simplify customer journeys, improve digital self-service, enhance content management capabilities, optimise search experiences and introduce AI-enabled capabilities where appropriate. You will evaluate emerging technologies, industry trends and best practices, and contribute to the roadmap for the evolution of the Website, Portal and Chatbots. Quality Assurance & Testing You will define testing approaches, develop test scenarios and coordinate SIT, UAT and production verification activities to ensure solutions meet business and technical requirements. You will validate delivered solutions against intended business outcomes and support release planning, deployment readiness and post-implementation reviews. Stakeholder & Vendor Management You will act as the key liaison between business stakeholders, vendors and development teams. You will facilitate discussions, manage priorities, monitor delivery progress and resolve issues to ensure successful outcomes. You will oversee vendor performance and ensure deliverables meet contractual, operational and business expectations. Documentation & Governance You will maintain high-quality business, functional, technical and operational documentation throughout the platform lifecycle. You will ensure solutions comply with government ICT policies, security requirements, accessibility standards and governance frameworks, and support audits, reviews and governance submissions where required. Additional Job Description The ideal candidate is a strong problem solver who enjoys working across business and technology domains. You are comfortable dealing with complex stakeholder environments, translating business needs into practical digital solutions and driving initiatives from idea to implementation. You possess a customer-centric mindset and are passionate about improving digital experiences through data-driven decision-making and continuous improvement. You are equally comfortable discussing customer journeys with business users and technical solutions with architects and developers. Experience supporting or delivering website, portal, customer-facing digital service or platform modernisation initiatives will be highly advantageous. Requirements Degree in Information Systems, Computer Science, Business Analytics, Engineering or a related discipline. At least 5 years of experience in Business Analysis, Digital Product Delivery, Digital Transformation or Application Development and Maintenance. Experience supporting or delivering customer-facing digital platforms, websites, portals, chatbots or online services. Strong experience in requirements gathering, stakeholder engagement, solutioning, testing and vendor management. Experience in user research, customer journey mapping, service design and prototyping. Familiarity with content management systems, website platforms, search technologies and chatbot solutions. Knowledge of APIs, system integrations and cloud-based technologies. Familiarity with Agile delivery methodologies and DevOps practices. Experience with AWS and/or Government Commercial Cloud (GCC) environments would be advantageous. Strong analytical and problem-solving skills with the ability to translate business needs into practical digital solutions. Excellent communication, facilitation and stakeholder management skills. Ability to balance strategic thinking with hands-on delivery. Experience supporting website, portal, chatbot or digital service modernisation initiatives will be highly advantageous. Due to sensitivity of system, only Singaporean or Singapore PR should apply.