Description
Senior Telephony Business Analyst
Based in Manchester (1 day a week in the office for now) a Senior Telephony Business Analyst is required to work with the Group Transformation team working within the Customer Contacts Lab on the Next Generation Customer Contact programme.
Candidates need to work through an Umbrella company for this role.
Responsibilities:
- Support the Product Owner(s) and be an integral part of the team rebuilding telephony servicing capabilities.
- Support the BA team with your analysis experience.
- Apply your analysis and telephony experience to key analysis activity as required such as driving requirement elicitation, working closely with our stakeholders and engineers to understand and explain solutions to ensure the business needs are met and documenting requirements traceability.
Skills and experience required:
- Experienced business analyst with a background in Telephony change and IVR knowledge.
- Dynamic and adaptable individual who can use and learn new skills and knowledge in varying circumstances.
- Well-developed communication kit bag with extensive customer management experience and skilled in managing and minimising operational risks.
- Skilled negotiator, analytical thinker and problem solver who will influence positively.
- Work with key stakeholders, balance expectations, and facilitate discussions.
- Experience of requirements traceability and solution assessment.
- Understanding of business analysis methodologies and techniques and experience of their practical application.
- Modelling experience - develop, define and document process models and data definitions.
- Experience of using Agile tools (such as Confluence and JIRA).
If you would like to be considered for this role please don't hesitate to click apply or call Siobhan O'Halloran for more information.