A global and dynamic blue chip organisation is looking for an experienced and driven Business Analyst to take the lead on their IT transformation project. The ideal candidate will be an experienced Business Analyst who has worked on large scale global projects previously and worked with technologies around the areas of contact centre operations. This is an exciting new full length project with the likelihood for the successful candidate to have their contract extended.
Responsibilities of Business Analyst will include:
Develop the Contact Management Centre systems and associated business processes and reports, based on business priorities and in line with the agreed business strategy.
Implement business improvement projects as identified on the IT plan and to standards defined in the project management methodology.
Process and map the Contact Management Centre work flow to achieve smooth transition to the new solution.
Identify potential enhancements within the Contact Management Centre Environment.
Key Duties of Business Analyst:
Working closely with the Project Manager in the delivery of agreed projects to standards defined in the project management methodology as per the Contract Management Centre plan.
Work with business sponsors, users and management to design and develop new and revised systems in line with the agreed design strategy.
Work with vendors, suppliers, consultants and other external bodies in delivering solutions to systems requirements as defined.
ID, scope, design and define the solution
Successfully execute and deliver the next Contact Management Centre Solution globally with minimal disruption to the team and overall business.
Plan and execute the necessary testing and UAT for all Contact Management Centre Staff.
Key Experience and Skills:
Experience in a Business Process Analyst role within a Contact Management Centre environment
Cross functional knowledge & experience of Contact Management Centre Solutions, including order management, purchasing, inventory management, finance & logistics
High level of IT literacy
Understanding of contact centre technologies
Experience of 24/7, global, "follow the sun" Contact Management Centre environments
Experience in Microsoft Project, Microsoft Visio, ERP/ CRM/ BI systems (preferably ORACLE)