How can I identify the business analysis tasks in my previous roles?

How can I identify the business analysis tasks in my previous roles?

This is one of the top questions I often get from aspiring business analysts.

Let's take a look at Vivian, a customer service officer.
On a typical day, Vivian takes a customer call, employing her excellent communication skills to listen intently to the customer's complaints or requests.

Unconsciously, she's using elicitation techniques, probing for more information and CONTEXT to uncover the real NEEDS behind the complaint.

Depending on the nature of the customer issue, Vivian may offer an immediate SOLUTION.

On other occasions, she collaborates with colleagues (INTERNAL STAKEHOLDERS) to conduct detailed analysis to understand and resolve the issue (PROBLEM SOLVING).

Resolving a customer complaint may involve a CHANGE (e.g., creating a report), which Vivian may have to coordinate with all relevant stakeholders to ensure speedy execution.

She is also tasked with reviewing (TESTING) the implemented solution to ensure it addresses all the NEEDS stated by the customer during the call.

These actions not only resolve the customer's issue but also create VALUE for relevant STAKEHOLDERS, such as increased customer satisfaction, reduced costs, increased profits, or minimized reputational risks.

Are you currently in a customer service role looking to transition to a business analyst role?
You might already have more relevant experience than you think?

Reflect on your own experiences.

What other business analysis tasks can you identify in your daily work?