Business Analyst Customer Service

Sibusiso Lethukuthula Matsebula

Email: ************@*****.***

Phone: +268-********

LinkedIn: www.linkedin.com/sibusiso-matsebula-89267276

Open to relocation: UK, USA, Canada, Australia

Professional Summary

Business Analyst with 10+ years of experience in customer service and financial services, specializing in bridging business needs with IT solutions. Skilled in requirements gathering, system testing, process mapping, and digital banking transformations. Strong background in core banking systems, online account opening solutions, and business technology management.

Core Competencies

- Requirements Elicitation & Documentation (BRD, Use Cases, User Stories)

- Core Banking & Digital Banking Solutions (Finacle, iGCB OAO, Mobile Banking)

- UAT & System Testing (Test Case Design, Execution, Defect Tracking)

- Business Process Analysis & Workflow Mapping

- Stakeholder Engagement & Communication

- Data Analysis & Reporting (Excel, Business Intelligence exposure)

- Risk & Compliance Awareness in Financial Services

- Change Management & End-User Training

Education & Professional Development

Bachelor of Commerce in Information and Technology Management – MANCOSA, 2024

Level 2 IVQ Technician Certificate in Engineering (Engineering Fundamentals) – City & Guilds of London, 2010

Microsoft Business Analyst Professional Certificate (Coursera, In Progress)

- Foundations of Business Analysis

- Data Analysis with Microsoft Excel

- Microsoft Visio for Business Process Modeling

- Requirements Gathering for Business Analysis

- Currently pursuing advanced modules in Agile practices, stakeholder engagement, and process improvement

International Institute of Business Analysis (IIBA) – CPOA (Certificate in Product Ownership Analysis), Enrolled

Professional Experience

System Tester – Core Banking Upgrade Swaziland Building Society Mar 2025 – Present

- Developed and executed test cases for Core Banking System (CBS) upgrade.

- Validated functional and business requirements with stakeholders.

- Reported and tracked system defects, ensuring timely resolution with developers.

- Supported workflow analysis for Retail, SME, and Corporate banking modules.

Customer Service Officer / Enquiries Clerk Swaziland Building Society 2014 – Feb 2025

- Collected and analyzed customer requirements for new products and services.

- Participated in 2019 Core Banking System implementation project, including UAT and post-go-live support.

- Collaborated with IT to design and test process enhancements for account opening and loan applications.

- Assisted in evaluating the iGCB Online Account Opening (OAO) solution for STP workflows and field mapping.

- Documented procedures and trained frontline staff on system updates.

Customer Service Specialist Financial Services Roles 2010 – 2014

- Delivered client-facing services, resolving complex queries.

- Developed skills in business documentation, problem solving, and cross-functional collaboration.

Key Projects

- Core Banking Upgrade (2025): Designed and executed test scenarios, logged defects, and ensured business continuity.

- Online Account Opening Evaluation (2025): Assisted in requirements documentation, workflow mapping, and STP scenario design.

- Core Banking Implementation (2019): Supported UAT, requirements gathering, and staff training during migration.

Technical Skills

- Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

- Core Banking Systems (Finacle, iGCB OAO exposure)

- Business Analysis Techniques (Requirements Gathering, Workflow Mapping, Field Mapping)

- Testing Tools (UAT Documentation, Test Cases, Defect Reporting)

Languages

English – Fluent

SiSwati – Fluent

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