Intermediate Business Analyst - Customer Service Execution

About the role

About GoTymeX GoTymeX is the product, technology and data analytics hub of GoTyme Group. At GoTymeX, we're reimagining digital banking across emerging markets, across South Africa and Asia. Our mission is to unlock human potential, and we aim to do so through the development of transformative financial services that empower individuals and small businesses. We believe in the power of digital in building products that our employees and customers love. About the Service Execution team The Service Execution pod owns the backbone of customer service delivery across GoTyme's multi-entity banking group, spanning South Africa and parts of Asia. We are responsible for two things that every other product team depends on: the Pega Customer Service platform itself - its health, modernisation, and evolution - and the multi-product workhorse case types that handle the highest-volume service requests across all product lines. Within the pod, you'll join the Knight Riders - the delivery team that keeps the platform running and the generic case types sharp. Knight Riders own the Pega platform technical layer (upgrades, Pega Process Fabric, Constellation modernisation, operational reporting, process mining) as well as six core case types that serve every product portfolio: General Service Request, Digital Channel Issues, Product Information, Complaints, Compliments, Suggestions, and Query referrals), Call Me Back, and Regulatory Complaint Investigation. No two sprints look the same - you might be optimising a complaint routing workflow one week and analysing a service platform upgrade compatibility the next. The team operates across multiple GoTyme entities (in South Africa and Philippines with further expansion to other countries), working closely with operations stakeholders in each country, engineering teams in Vietnam and India, and the broader CSE portfolio of delivery squads. Why work with GoTymeX Innovation-driven environment: Reinvention of processes, incorporating the structure and safety of explainable business processes, incorporating AI. International and collaborative culture: Be part of a dynamic team that values collaboration, continuous learning, and personal growth. Competitive benefits: Enjoy a comprehensive benefits package, opportunities for professional development (see below). Learning and development: Access to technical seminars, conferences, career talks, and overseas training to accelerate your career advancement and ensure continuous growth. Impactful work: Contribute to projects that directly influence financial empowerment and access in emerging markets. The role We're looking for a Business Analyst who is equal parts functional analyst and platform thinker - comfortable working on detailed case type lifecycles one day and contributing to platform modernisation decisions the next. You'll be the primary BA within Knight Riders, partnering directly with the Product Owner, engineering manager, and architects to shape how GoTyme's customer service platform evolves. This is a multi-entity role with a global footprint. The case types and platform capabilities you work on serve contact centre agents and customers across South Africa and the Philippines, each with distinct operational contexts and regulatory requirements. You'll need to think in reusable patterns while understanding where local variation is necessary. You'll also work at the intersection of established processes and emerging capabilities - including AI-assisted process mining, agentic workflows, and platform modernisation initiatives like Pega Constellation and the Operational Data Store. An openness to AI-assisted tooling in your own work (research, documentation, analysis) is expected, and comfort shaping requirements for AI-enhanced service processes is a strong advantage. What you'll be doing Own functional analysis across the six generic case types (GSR, DCI, PI, Complaints, Call Me Back, RCI), including lifecycle design, routing logic, SLA configuration, notifications, and delegated data management. Contribute to Pega platform technical initiatives - upgrades, Process Fabric / Constellation co-existence, operational reporting standards, and process mining enablement. Produce clear, engineering-ready artefacts: logical workflow diagrams, sequence diagrams, data models, API specifications, user stories, and acceptance criteria. Work across entities (South Africa and Philippines), understanding where case type behaviour must diverge for regulatory or operational reasons and where it should converge for platform maintainability. Partner with operations stakeholders in each country to understand pain points, validate designs, and support UAT sign-off. Collaborate with architects and engineers to analyse Pega platform changes, assess impact on existing case types, and document migration or co-existence requirements. Support the Product Owner in maintaining the team's functional knowledge base - case type documentation, design decisions,

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