Senior Business Intelligence Analyst
4 weeks ago
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 in area of expertise providing regular business commentary.
- Completion of Operational requests within agreed SLA.
- The role is part of the OutPerform Solutions Team, and may well be asked to support other functions, including Planning.
- There will be a requirement to travel to other Serco sites, and on occasion client sites.
- Manage the data warehouse, CRM and existing reporting suites.
- Owns and produces a suite of reporting Packs with % accuracy and quality.
- Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
- Ensure packs and outputs meet requirements and they add value.
- Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders.
- Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
- Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
- To become a Trusted Partner of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
- Build relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.
Required Skills
- 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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