Intermediate Business Analyst | Customer Service Execution

GoTymeX

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Remote

Sector

Information Technology & Software

Experience Level

Mid-level (3-5 years)

Application Deadline

July 13, 2026

About the Company

GoTymeX serves as the central hub for product development, technology, and data analytics within the GoTyme Group. The company is dedicated to revolutionizing digital banking across emerging markets, with a significant presence in South Africa and Asia.

Their core mission is to empower individuals and small businesses by developing transformative financial services, leveraging the power of digital innovation. GoTymeX aims to build products that both their employees and customers will love, fostering an environment of continuous improvement and user-centric design.

Job Description

GoTymeX is at the forefront of reimagining digital banking across emerging markets in South Africa and Asia. As the product, technology, and data analytics hub of the GoTyme Group, GoTymeX is committed to unlocking human potential through innovative financial services.

The Service Execution team is responsible for the critical backbone of customer service delivery across the GoTyme Group's multi-entity banking operations. This includes managing the Pega Customer Service platform and its evolution, as well as the core case types that handle high-volume service requests across all product lines.

This role offers an exciting opportunity to work within an innovation-driven environment, collaborating with a dynamic, international team. You will contribute to impactful projects that promote financial empowerment and access, with competitive benefits and ample opportunities for professional development, including technical seminars, conferences, and overseas training.

We are seeking a Business Analyst who is adept at both functional analysis and platform thinking. You will be instrumental in shaping the future of GoTyme's customer service platform, working across entities in South Africa and the Philippines. This role requires an openness to AI-assisted tooling and the ability to define requirements for AI-enhanced service processes.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

BPMCase Management PlatformsPegaServiceNowAppianREST APIsAI-assisted toolingLogical workflow diagramsSequence diagramsData modelsAPI specificationsUser storiesAcceptance criteriaSystem integrationsAgile methodologiesStakeholder communicationPega Customer ServicePega PlatformProcess miningOperational analytics

Key Responsibilities

Own functional analysis across 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, including upgrades, Process Fabric / Constellation co-existence, operational reporting standards, and process mining enablement.
Produce clear, engineering-ready artifacts such as logical workflow diagrams, sequence diagrams, data models, API specifications, user stories, and acceptance criteria.
Work across entities (South Africa and Philippines), understanding and documenting where case type behavior 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 analyze 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, including case type documentation, design decisions, and cross-entity configuration registers.
Utilize AI tools extensively in your own work, including Pega Blueprint for case type design, and contribute to shaping requirements for AI-enhanced service capabilities within the pod.

Qualifications

Capacity to work independently in a fast-paced, multi-threaded delivery environment, managing technical and business stakeholders across geographies.
Strong attention to detail with a practical, curious mindset and a bias toward shipping.
4–6 years of business analysis experience, with demonstrable depth in BPM or case management platforms (Pega, Appian, ServiceNow, Camunda, or equivalent).
Proven ability to produce high-quality functional artifacts: logical workflows, sequence diagrams, data models, API specifications, user stories, and acceptance criteria.
Experience documenting and analyzing system integrations, including REST APIs and event-driven architectures.
Strong stakeholder communication skills; comfortable presenting findings and facilitating workshops with both technical (engineering, architecture) and non-technical (operations, compliance) audiences.
Ability to speak, read, and write well in English.
High levels of comfort with the efficient use of AI-assisted tooling for research, documentation, and analysis.
Hands-on experience with Pega Customer Service or Pega Platform (App Studio, Dev Studio, case type configuration, delegated data) is a strong plus.
Experience working across multiple regulatory regimes or geographies simultaneously is a strong plus.
Familiarity with process mining tools and operational analytics is a strong plus.
Experience in a digital bank, neobank, or high-growth fintech environment is a strong plus.
Agile / squad model working experience, particularly in a multi-team pod structure, is a strong plus.
Experience defining requirements for AI or ML-assisted workflows is a strong plus.
Degree in Information Technology, Information Systems, Computer Science, or a recognized equivalent qualification is essential.
Professional certifications in business analysis (CBAP, PMI-PBA) or agile delivery (CSPO, SAFe) are a plus.

Benefits & Perks

Meal and parking allowance covered by the company
Full benefits and salary rank during probation
Insurances as per Vietnamese labor law and premium health care for you and your family without seniority compulsory
Performance-based bonus and equity participation in GoTyme Group
13th month salary pro-rata
15-day annual leave + 3-day sick leave + 1 birthday leave + 1 Christmas leave
SMART goals and clear career opportunities (technical seminar, conference, and career talk) – focus on your development
Values-driven, international working environment, and agile culture
Overseas travel opportunities for training and working related
Internal Hackathons and company’s events (team building, coffee run, blue card…)
Work-life balance: 40-hr per week from Mon to Fri
Opportunity to work with a best-in-class BA community practicing the latest methodologies and technologies in banking
Explore a professional career path that will grow your skillset as a Business Analyst and provide the opportunity to work with a diverse range of people, products, and problems
Work on the forefront of the digital banking sector as we scale to meet our vision of being a global leader in multi-country digital banking.

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The digital banking sector is experiencing rapid expansion across emerging markets, driven by innovative fintech solutions. This role is pivotal in shaping the customer service execution backbone for a multi-entity digital banking group operating in South Africa and Asia. You will leverage industry-specific keywords such as BPM, case management platforms, Pega, REST APIs, and AI-assisted tooling. Your impact will directly influence operational efficiency, customer satisfaction metrics, and the scalability of financial services, signaling a significant contribution to business ROI and organizational growth.