The senior business analyst will work as part of the Business Analysis team, who are responsible for supporting the design and technical development of new customised solutions built using the company Platform. Critical to the success of successful candidates will be the ability to develop strong customer relationships to solicit and identify business requirements, address usability concerns and create detailed use case documentation to hand over to the company developers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Technical Development) to improve the entire customer experience. This position may require occasional travel.
The role will also include assisting with the preparation of monthly SLA reports and being the first line of contact for customers with queries, minor change requests or requests to add/change/delete users etc. You will also be required to draft Statements of Work for the company customers.
This is a multi-faceted role where you will be reporting to multiple stakeholders throughout a project lifecycle. You will need to be flexible and be able to switch “hats” seamlessly between the multiple projects that you may be part of. This is a position in a fast-paced environment; meeting deadlines will require perseverance.
Ultimately, a successful business analyst should ensure the company clients are satisfied with the solutions the company develop for them, in both the short and long term.
Responsibilities:
- Under the direction of a supervisor, perform research and requirements gathering; process analysis; investigation of existing functionality; gap analysis; participation in design of new functionality; ensure functionality/products satisfy the client requirements.
- Participate in project walkthroughs: business requirements gathering, design walkthrough, functional test plans and implementation sessions.
- Prepare detailed use case descriptions for the development team to implement key functionality
- Perform product testing to ensure product quality is maintained.
- Contribute to the implementation of new products and communicate effectively between internal and external stakeholders to ensure customer satisfaction is maintained.
- Provide user training
- Build and maintain strong, long-lasting client relationships
- Ensure the timely and successful delivery of the company solutions according to customer needs and objectives
- Prepare SLA or other reports required on client account status
- Provide first line support to the company clients
- Collaborate with development team to create Statements of Work, where required
- Assist with challenging client requests or issue escalations as needed
- Find ways to increase quality of customer service
Skills & Attributes for Success:
As a high performing professional, you will be a well organised self-starter who can manage your own workload. You will be expected to be a good team player who can execute tasks as part of an overall programme of work. Example skills and attributes are below:
- Excellent communicator
- Attention to detail
- Able to facilitate client meetings
- Able to create high quality work products
- Able to conduct detailed analysis using relevant tools
- Excellent problem-solving skills
- Able to deal in a fast pace and high-pressure environment
- Understands the underlying data requirements to operate digital processes
- Experience of developing business cases
- UX and UI experience desirable but not essential
Background Experience:
- Worked in a performance improvement environment for a minimum of 5 years with 2 years of experience as a Senior or Lead Business Analyst
- Written product reference documents or use case descriptions for technical teams
- Track record of designing process improvements with technology solutions required
- Can be versatile and can thrive in innovative situations
Desired Skills:
- Senior or Lead Business Analyst
- product reference documents
- designing process improvements
- UX and UI experience
- Business Process Management
- Business Process Engineering