Junior Business Analyst

1 week ago

Fleetwood, Lancashire, United Kingdom BES Utilities Full time

Here at BES Utilities, we have a new and exciting role available for a Junior Business Analyst to join the Change & Delivery team within our offices in Fleetwood.


The Junior Business Analyst role is to support the wider Change & Delivery team with all activity on the continuous improvement roadmap.

Focused on our customer journey and reduction in complaint volumes; the role will work on operational changes, insightgathering and support project activities to improve overall business performance which in turn reduces churn and increases our customer engagement.


Alongside this, the Junior Business Analyst will support the wider Operation with critical CRM bug fix testing, ensuring optimisation of system performance & utilisation of capability to drive FCR and CSAT performance.

The role is based within our Fleetwood site with some travel to our Manchester office as required.

Roles and Responsibilities (but not limited to):

  • Under direction of Lead Business Analyst, provide documentation support for requirements gathering, process analysis, gap analysis, design of new functionality & product testing
  • Participate in project walkthroughs, business requirements gathering, design walkthrough, functional test plans and implementation sessions
  • Support project team with any administration, tracking changes, reporting and trend analysis
  • Manage communications between stakeholders and internal business units with assigned activity
  • Ownership of all CRM bug fix activity including testing, impact assessment, ticket tracking, operational updates & 3rd party stakeholder engagement to deliver successful resolution
  • Analysis of data to identify and drive operational continuous improvement programme including the data reporting programme
  • Work with the Operation to ensure they are full aware of CRM roadmap and full system functionality that can and should be utilised
  • Indepth QA & testing negative and regression, alongside functional testing and data validation
  • Analyse and propose configurations and other changes within the system(s) per business requirements
  • Work with the Training team on support materials, validation of process content and pipeline of change/project activity
  • Creation & maintenance of process maps including version controls
  • Support CRM configuration to action and maintain accurate permission/team access levels
  • Ownership of all CRM UAT environment testing for all new patches/releases including test plans and operational engagement/governance.

Competencies:

  • Communication
  • Strong interpersonal skills, both verbal and written; approachable, personable and develops good working relationships


 Results Driven
  • Takes independent action and thinks outside the box to deliver high level of performance


 Critical Thinking
  • Analytical, strong problem solving expertise; including the ability to identify & document solutions to complex business problems with accuracy


 Innovative
  • The ability to learn quickly but crucially the desire to learn and look for new ways of working to improve performance


 Time Management
  • Effective organisation skills, including timemanagement & ability to work on own initiative with mínimal supervision.

Role Requirements:

Essential

  • Experience working with Junifer CRM
  • Energy sector experience
  • English & Maths GCSE Grades A-C
Desirable

  • Experience with other CRM system(s)
  • Experience with issue tracking and project management tools such as MS Project
  • Working within Agile project environments
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