Business Analyst –Telephony Solutions (Public Sector)
12 month Contract
We are seeking an experienced Business Analyst to support the phased implementation of a Softphone Solution within a public sector environment. This is a new role within the project team and will be critical to ensuring the solution meets user needs, aligns with policy objectives, and delivers meaningful transformation for staff.
The successful candidate will provide analytical and delivery support across the full project lifecycle, including stakeholder engagement, requirements definition, solution design support, procurement readiness, and post-implementation validation.
Key Responsibilities
Lead stakeholder engagement and conduct interviews to gather telephony and softphone requirements
Analyse business processes and operational data
Document the current (“As-Is”) telephony environment, including PBX, SIP trunks and call flows
Design future-state (“To-Be”) processes aligned to Microsoft Teams Phone workflows
Perform gap analysis between legacy telephony systems and Teams Phone capabilities
Produce high-quality business analysis artefacts to support procurement and delivery, including:
Business Requirements Documents (BRD)
Functional Requirements Documents (FRD)
Non-Functional Requirements (MoSCoW prioritised)
Use cases, epics, features and user stories
Maintain requirements traceability throughout the delivery lifecycle
Prepare change requests and support governance processes (e.g. CAB)
Define and coordinate User Acceptance Testing (UAT), including scenarios, test cases and defect tracking
Support change impact assessments and change management activities
Validate that delivered solutions meet agreed business requirements post-deployment
Capture lessons learned and contribute to continuous improvement documentation
Required Skills & Experience
Business Analysis
Proven experience working as a Business Analyst on complex transformation projects
Strong experience producing audit-ready BRDs and FRDs suitable for tender / procurement processes
Expertise across both Waterfall and Agile delivery methodologies
Strong experience with MoSCoW prioritisation and requirements traceability
Telecommunications & Technology
Experience working with telecommunications or softphone solutions
Solid understanding of Microsoft Teams Phone architecture, including:
Direct Routing
Operator Connect
SBCs and network prerequisites (QoS, latency, jitter, DSCP)
Experience evaluating COTS, SaaS and low-code/no-code platforms
Strong system integration experience (APIs, data ingestion, external systems)
Tools & Platforms
Azure DevOps (or equivalent) for requirements and backlog management
Microsoft Visio / BPMN for process modelling
Workshop facilitation tools (Miro, Mural, MS Whiteboard)
Data analysis using Excel, SQL or equivalent tools
Wireframing / prototyping tools such as Figma (or similar)
Governance & Compliance
Working knowledge of GDPR
Understanding of Irish public sector procurement legislation and best practice
Experience defining cloud-based non-functional requirements and assessing SaaS offerings
Qualifications
Level 8 Degree in Computer Science, ICT or related discipline
Professional certification in Business Analysis or Product Development (e.g. BCS, IIBA, CBAP, CCBA)
Agile certification or demonstrable experience working in Scrum or Kanban environments
PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.
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