Business Analyst

United Nations Office for Project Services

Copenhagen, Denmark

The UNOPS Information Technology Group (ITG) unit is focused on innovation and harnessing cutting-edge technology to deliver solutions to UNOPS that truly address business needs.

Working with UNOPS IT Group is a unique opportunity to deliver systems to users around the world - making an impact on development and solving practical problems for the UNOPS workforce and thereby help people build better lives and countries achieve peace and sustainable development.

ITG’s goal is to provide greater effectiveness, efficiency, and differentiation to UNOPS products and services. UNOPS IT Group is responsible for architecting, designing, delivering, and managing all UNOPS IT infrastructure and business applications. The unit includes Enterprise Architects, Business Analysts, Solutions Designers, Developers and QA Testers from all around the world who are based primarily in Denmark and Thailand.

In order to increase its impact in the world, UNOPS is embarking on a Process Innovation and Digitalisation journey. The PID Programme is expected to last four years. Working closely with the UNOPS Information Technology Group (ITG), it will simplify the processes through which UNOPS delivers support in more than 80 countries, and introduce digital technologies and solutions to support the work of frontline teams and partners. It will also improve UNOPS’ collection and use of data, capacity for foresight, capacity for planning, knowledge management, and reporting.

Under the supervision of the IT Product Manager, the Business Analyst is responsible for collaborating with the business functions to understand the core business need and to coordinate and monitor the development work on a daily basis to support that the product delivered by the IT Group (ITG) addresses the need and results in improvements in the form of increased effectiveness, efficiency, or differentiation for UNOPS products and services on time and within resources.

The team is looking for 2 Business Analysts - one to work with our Procurement Product team and one to work with our HR Product team. Please indicate your preference if any in your cover letter.

 Functional Responsibilities:

  • Requirements gathering and analysis
  • Data and process design
  • High-level support
  • Coordination
  • Training

Gathers and documents requirements and performs analysis to identify key business needs:

  • Assesses client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes)
  • Analyzes client operations to understand their strengths and weaknesses to uncover opportunities for improvements
  • Conducts requirements workshops and meetings to gather requirements from the business function
  • Identifies business needs and benefits of the change in the business process and ensure separation from preconceived solutions
  • Produces documentation of the business need, benefits of change, and detailed requirements

Collaborates with business functions to perform data and process design:

  • Produces process and data flow design in close collaboration with the business functions that may be impacted by the change in the  process
  • Ensures that requirements and process design span across wider value delivery processes
  • Negotiates with business functions to drive the potential realization of tangible benefits from changes to business processes
  • Makes recommendations and demonstrate how to best utilize UNOPS business systems to accomplish business objectives

Provides high-level (level 2) support to end users.  Level 2 support are cases originating from the ITG Systems Support Team that require a greater degree of functional analysis / diagnosis:

  • Identifies, analyses and resolves system issues escalated by the ITG System Support team
  • Provides solutions to inquiries about system functionalities and issues, by seeking technical advice and support from other members of the ITG team, colleagues, and subject matter experts
  • Ensures optimal quality services by maintaining ownership of escalated problems until the appropriate resolution is reached and communicated to the person reporting the problem
  • Liaises with suppliers to obtain third level support as required

Coordinates between business functions and ITG to act as a contact point for the business function and to ensure that the solution designed meets business needs:

  • Produces progress and status reports on a regular basis 
  • Closely monitors project risks and issues and escalates them to the product manager in a timely manner
  • Manages project stakeholders closely by keeping them informed of project progress. Provides inputs to the Solutions Design team to assist in the development of appropriate solutions.
  • Assists in production support by investigating reported application problems and works with ITG functional and technical specialists to test, diagnose, analyse and isolate the root cause of problems. Coordinates further diagnosis and tests as necessary and recommend workarounds where appropriate
  • Troubleshoots existing information systems to identify errors or deficiencies and develops requirements for addressing the same
  • Provides functional support in the development and review of design activities for system improvements, changes, enhancements and upgrades 
  • Responsible for the development of acceptance criteria, test scenarios and test cases for functional testing of solutions delivered by ITG
  • Responsible for reviewing all QA activities needed together with the QA Tester, making sure the product meets the requirements and business needs 

Creates training materials and delivers training to functional experts within business functions:

  • Identifies training needs for functional experts within business functions
  • Develops and facilitates and/or conducts training sessions for functional experts / trainers with the business function (workshops, webinars, webcasts, one-to-one, online)
  • Maintains and updates training material to ensure that it is current and relevant

Impact of Results:

The successful achievement of results by the Business Analyst impacts the delivery of optimal solutions that meet real business needs.  The position is part of a product team that together ensures that solutions delivered by ITG address business needs and result in improvements in the form of increased effectiveness, efficiency, or differentiation for UNOPS products and services.

Education/Experience/Language requirements:


  • Master’s Degree, preferably in Information Technology, Business Administration, Business Analytics, Management Information Systems, or other relevant discipline is required.
  • A Bachelor’s degree in combination with additional two years of experience may be accepted in lieu of master’s degree.
  • Secondary education in combination with additional six years of experience may be accepted in lieu of a master's degree


  • Minimum 3 years of experience required in the area of processes relating to Business Analysis or Procurement/HR
  • Experience with developing requirements for ERP or Business Management systems is required.
  • Experience in developing training materials and user training is required
  • Strong analytical skills is required
  • Experience in quality assurance and functional documentation is desired
  • Experience with managing senior stakeholders is highly desirable

Language Requirements:

  • Full working knowledge of English is essential.
  • Knowledge of another official UNOPS language is an added advantage