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Incidents Business Analyst

1 month ago

Edinburgh, United Kingdom Phoenix Group Holdings Full time

Job Type:  12 month Fixed Term Contract 

Location: This role could be based in any of our offices (Edinburgh, Hitchin,Telford,Wythall and London), but can predominantly be performed in a hybrid manner.

Flexible working:  All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. 

Closing Date: 2nd December 

Salary and benefits : From £40k, plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

The role

As a Business Analyst within the Incident Management team your primary responsibility will be to manage incident investigation and remediation. You will play a key role in identifying and resolving incidents, working collaboratively with cross-functional teams to ensure that customers impacted by errors are remediated effectively and in a timely manner. This role requires strong analytical skills, stakeholder management, and a proactive approach to resolving complex problems. You will be responsible for multiple incidents simultaneously, each with varying levels of scale and complexity.

What are we looking for?

- Ability to conduct thorough root cause analysis using standard methodologies such as the 5 Whys, Fishbone diagrams etc. to uncover the underlying issues.

- Capability to collaborate with stakeholders to define and agree on tap-off requirements (. system changes, process updates, detective controls) that will mitigate further customer harm and prevent reoccurrence.

- Ability to work with data analysts to clearly articulate data requirements needed to identify customers impacted during the error period.

- Support in the creation of customer communications, ensuring that they are clear, concise, and tailored to the needs of each customer cohort.

- An understanding of the requirement to ensure thorough documentation to provide a clear audit trail in keeping with internal governance and regulatory compliance.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. 

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.