Senior Business Intelligence Analyst

4 weeks 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 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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