Business Support Analyst Interview

Can you describe a situation where you successfully resolved a technical issue for a user?

As a Senior Service Delivery officer, I'm responsible for providing support for each and every technical and complex problem within OCBC team. So in my team there is a 2 service delivery officer. Uh, if they are not sure for any complex issue, they raise that issue to me. So if.I shared 1 technical issue last week. 1 user was not able to access one record into work health and safety management system. So once my team member did all the initial investigation, they raised the ticket to me. So I checked into the system and.Uh, I check why they were not able to access and initially it looks same and then after further investigation I found that there is a two different profile for the same user and.The record was linked with their old profile and due to that reason they were not able to access the record. So I raised that. I raised the ticket with the vendor and asked them what can be the reason and.Finally, we figure out that due to the same e-mail address within the different government agency, the user was not able to access the e-mail address. So we asked the vendor to link the record to their new profile and this is how we resolve the technical issue for the user.

Your answer effectively describes your experience in resolving a technical issue within the Information Services Division. You highlighted your role, the process you followed to investigate the problem, and the eventual solution, which demonstrates your analytical skills and problem-solving capabilities.

However, there are areas that could be improved for clarity and impact:

1. Structure: Use a clear structure—Situation, Task, Action, Result (STAR format). This will help convey your story more coherently.

2. Clarity: Avoid filler phrases like "Uh" and "so." They detract from your professionalism. Speak confidently and be concise.

3. Details: Provide more context about the impact of the issue on the user or the organization. This emphasizes the importance of resolution.

4. Outcome: Explicitly mention the outcome after the problem was resolved (e.g., user satisfaction, improved system access) to showcase the positive result of your efforts.

Improved Answer Example: "As a Senior Service Delivery Officer, I support complex issues within the OCBC team. Recently, a user was unable to access their record in the Work Health and Safety Management System. After my team conducted initial investigations, they escalated the issue to me. I discovered that the user had two profiles linked by the same email address, causing access problems. By working closely with the vendor, we linked the record to the new profile. The user regained access promptly and expressed gratitude, highlighting how our intervention improved their workflow."

Overall, I would rate your answer as 3/5. It has good content but lacks structure and clarity. Implementing the suggested improvements can greatly enhance your response.

How do you approach gathering business requirements from end-users?

As a Senior Service Delivery officer, I am responsible for gathering a business requirements for uh, if there is any change request or enhancement into the system, uh, for any uh, business requirements gathering, uh, first of all, I always ask the users to e-mail us or raise a ticket with their requirements.I try to read all the requirements and compare what is existing in this system and create a a short document to where I can discuss with the user what are the current functionality available into the system and what are their requirements for the future.System also I always try to communicate them with the clear dot points and clear ideas so that there is no chance of missing any of the requirements from the user sides. I always use different techniques for gathering requirements, for example I arrange workshops.Take white boards and share PPT with them so that I can gather all the requirements from their sides and as a result I create final business requirement document and share with internal stakeholders first within my team, my manager and then if everyone is agree with the change.

Your answer demonstrates a solid approach to gathering business requirements from end-users, reflecting both systematic methodology and effective communication. Here’s a breakdown of your response:

1. Initial Contact: You clearly communicate the importance of structured communication by asking users to email or raise tickets. This sets a professional tone and shows you value users' inputs.

2. Documentation and Comparison: You mention reviewing current functionalities against user requirements, which highlights your analytical skills and ability to bridge the gap between existing systems and needed enhancements.

3. Workshops and Techniques: Incorporating workshops and visual aids like whiteboards and PowerPoint presentations illustrates a hands-on approach to requirement gathering. This indicates you are proactive in ensuring stakeholder engagement, which is vital for clarity and consensus.

4. Creation of Documentation: The process of creating a final business requirement document and sharing it with stakeholders shows that you follow through with your work and prioritize feedback, which is commendable.

Areas for improvement include:
- Clarity and Organization: Structuring your answer into distinct steps (e.g., Initial Contact, Requirement Gathering Techniques, Documentation, Stakeholder Review) could enhance clarity.
- Examples: Providing specific examples from past experiences would strengthen your answer by demonstrating practical application of your methods.
- Follow-up: Including a step for follow-up meetings to clarify points or resolve issues could show a commitment to comprehensive understanding.

Overall, your response is good but could be made even stronger with clearer organization and specific examples from your experience. I would rate your answer a 4/5.

What tools or methods do you use for process mapping?

So in my day-to-day life when whenever I am doing any change request or enhancement into the system, I use a Visio or Myro for process mapping. Recently I had one change request.Recently I was writing one. Recently I was write writing one.Workflow instructions document or knowledge based document on how users can submit merge file to the service delivery team. So I use Microsoft Vizio for that and I I wrote a step by step process and I also use the.On how users can make decisions and certain levels who is responsible for what process. So using the Microsoft Vizio I created one flow chart and shared that with the users across all government agencies and I also created same workflow.

Your answer demonstrates a practical understanding of process mapping tools, specifically highlighting your experience with Microsoft Visio and Miro. However, there are some areas for improvement to enhance clarity and conciseness.

Firstly, while you mentioned the tools and provided an example of your work, the response could benefit from a clearer structure. Start by briefly acknowledging what process mapping is and its importance in your role. Then, introduce the tools you use and provide a specific example of how you applied them, maintaining chronological clarity.

For instance, you could say: "In my role, I frequently use tools like Microsoft Visio and Miro for process mapping, which is essential for visualizing workflows and ensuring all stakeholders understand their responsibilities. For a recent change request, I utilized Microsoft Visio to create a detailed flowchart on how users can submit merge files to the service delivery team. This included outlining step-by-step processes and decision points relevant to various users across government agencies. I then shared this flowchart to enhance clarity and facilitate smoother user interactions."

This format not only clarifies your process but also demonstrates your communication skills.

On a rating scale, I would rate your answer a 3/5. You have relevant experience, but the delivery could be more structured and concise. Focus on providing clear examples and maintaining coherence in your responses to leave a stronger impression in interviews.