Senior Business Intelligence Analyst

1 week ago

Liverpool, Liverpool, United Kingdom Serco Full time

Serco's Citizen Services team is seeking an experienced Senior Business Intelligence Analyst to join our UK & Europe Division.

Key Responsibilities

  • Maximise the use of PowerBI tools across all contracts and ensure all relevant processes are adhered to.
  • Maintain regular communication with stakeholders, providing regular business commentary.
  • Complete operational requests within agreed SLAs.
  • Support the OutPerform Solutions Team and may be asked to assist other functions, including Planning.
  • Travel to other Serco sites and client sites as required.
  • Manage the data warehouse, CRM, and existing reporting suites.
  • Own and produce a suite of reporting packs with high accuracy and quality.
  • Maintain all mailboxes and OWL within timescales and agreed guidelines.
  • Ensure packs and outputs meet requirements and add value.
  • Manage workload, prioritise, and proactively set expectations to key stakeholders.
  • Communicate with internal management, analysts, clients, and Serco Operations on a professional level.
  • Contribute to the development of the Outperform Solutions team, ensuring best practice is followed.
  • Become a trusted partner of Operational Managers and other work-stream areas.
  • Build relationships with senior management, clients, and own teams to the highest standards of integrity and professionalism.

Requirements

  • Understanding and experience of SQL, especially database architecture and query/stored procedure writing.
  • Understanding and experience of Power BI, especially with regards to building data models and associated outputs.
  • Ability to manage workloads, prioritise, and proactively set expectations to key stakeholders.
  • Analytical thinking and the ability to provide cost-effective and value-add recommendations.
  • Excellent communication and organisational skills.
  • Understanding of business processes and contact centre metrics.
  • Good Microsoft Office skills, particularly use of Microsoft Excel; advanced formulas, Power Query, VBA.
  • Good working knowledge of WFM (Work Force Management), planning principles, and various methodologies like Erlang, Workload, Shrinkage etc.

What We Offer

  • Up to 6% contributory pension scheme.
  • A range of benefits to support the health and wellbeing of you and your family.
  • Access to a huge range of discounts and exclusive deals.
  • A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.
  • Professional and personal development opportunities.

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