Business Analyst - Managed Print Services

Summary of role

Identify key stakeholder groups and understand their printing-related needs. Document functional, technical, operational, commercial, compliance, and reporting requirements. Assess current challenges relating to devices, service levels, user access, cost control, print volumes, maintenance, consumables, and support. Define requirements for service delivery, support, governance, reporting, billing, and performance management.

Responsibilities

• Develop a stakeholder engagement plan.
• Confirm interview and workshop participants with the University project team.
• Prepare interview guides, workshop agendas, and requirements-gathering templates.
• Agree on the requirements-gathering approach, timelines, and reporting format.
• Gather information on the current printing environment.
• Existing printers, multifunction devices, scanners, and related equipment.
• Device locations, and utilisation.
• Printing volumes by department, faculty, campus, or device type, where available.
• Current print-related costs, including devices, maintenance, consumables, paper, support, and licensing.
• Current support model and escalation process.
• Current user access, authentication, and print-release arrangements.
• Current billing, cost recovery, or charge-back processes.
• Existing software used for print management, reporting, authentication, or secure release.
• Pain points experienced by users, ICT, procurement, finance, and operational teams.

Functional Requirements

• Printing, copying, scanning, and faxing, where applicable.
• Colour and black-and-white printing.
• Bulk printing.
• Secure print release.
• Follow-me printing / pull printing.
• Mobile printing.
• Cloud printing or hybrid print environments.
• Student printing and payment integration.
• Staff printing and departmental cost allocation.
• Scan-to-email, scan-to-folder, and scan-to-cloud.
• Print queue management.
• User authentication using staff and student credentials.
• Accessibility requirements.
• Specialised printing needs for specific faculties, departments, or locations.

Technical Requirements

• Integration with University identity and access management systems.
• Compatibility with existing network infrastructure.
• Print management software.
• Reporting and analytics tools.
• Device monitoring.
• Security protocols.
• Data privacy and document confidentiality.
• Network segmentation or device access controls.
• Compatibility with Windows, macOS, Linux, and mobile devices, where applicable.
• Integration with student card, payment, or cost-recovery systems,  and the document management system, where relevant.
• Disaster recovery and service continuity requirements.

Operational Requirements

• Device deployment and installation.
• Device maintenance.
• Consumables management.
• Paper supply responsibilities, if applicable.
• Helpdesk and support processes.
• On-site support requirements.
• Remote monitoring and proactive support.
• Fault logging and escalation.
• Replacement of faulty devices.
• Preventative maintenance.
• User training and communication.
• Transition from current arrangements to the new service provider.

Reporting & Monitoring Requirements

• Print volumes by user, department, faculty, campus, or device.
• Colour versus black-and-white usage.
• Cost allocation reports.
• Device utilisation reports.
• Fault and incident reports.
• SLA performance reports.
• Consumables usage reports.
• Environmental impact reports, including paper usage and energy efficiency.
• Trend analysis and optimisation recommendations.

Commercial and Procurement Requirement

• Pricing models, such as cost-per-page, rental, lease, or hybrid models.
• Inclusion or exclusion of consumables.
• Minimum billing commitments, if any.
• Cost recovery and charge-back.
• Contract duration considerations.
• Transition costs.
• Exit management requirements.
• Asset ownership or return conditions.
• Supplier responsibilities and University responsibilities.
• Evaluation criteria for responses.

Compliance, Security, and Risk Requirements

• Protection of confidential University information.
• Secure printing for sensitive documents.
• Compliance with applicable data protection requirements.
• User authentication and access control.
• Audit trails.
• Disposal of storage media in multifunction devices.
• Environmental and sustainability considerations.
• Business continuity risks.
• Supplier risk and dependency management.
• Health and safety considerations for device placement and operation.

Qualifications

• Matric and a tertiary qualification
• 5 year's experience in a similar role