Role Purpose:The senior business analyst will work as part of the Business Analysis team, who are responsible for supporting the design and technical development of new customised solutions built using the company Platform. Critical to the success of successful candidates will be the ability to develop strong customer relationships to solicit and identify business requirements, address usability concerns and create detailed use case documentation to hand over to the company developers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Technical Development) to improve the entire customer experience. This position may require occasional travel. The role will also include assisting with the preparation of monthly SLA reports and being the first line of contact for customers with queries, minor change requests or requests to add/change/delete users etc. You will also be required to draft Statements of Work for the company customers. This is a multi-faceted role where you will be reporting to multiple stakeholders throughout a project lifecycle. You will need to be flexible and be able to switch "hats" seamlessly between the multiple projects that you may be part of. This is a position in a fast-paced environment; meeting deadlines will require perseverance. Ultimately, a successful business analyst should ensure the company clients are satisfied with the solutions the company develop for them, in both the short and long term. Responsibilities:Under the direction of a supervisor, perform research and requirements gathering; process analysis; investigation of existing functionality; gap analysis; participation in design of new functionality; ensure functionality/products satisfy the client requirements.Participate in project walkthroughs: business requirements gathering, design walkthrough, functional test plans and implementation sessions.Prepare detailed use case descriptions for the development team to implement key functionalityPerform product testing to ensure product quality is maintained.Contribute to the implementation of new products and communicate effectively between internal and external stakeholders to ensure customer satisfaction is maintained.Provide user trainingBuild and maintain strong, long-lasting client relationshipsEnsure the timely and successful delivery of the company solutions according to customer needs and objectivesPrepare SLA or other reports required on client account statusProvide first line support to the company clientsCollaborate with development team to create Statements of Work, where requiredAssist with challenging client requests or issue escalations as neededFind ways to increase quality of customer service Skills & Attributes for Success:As a high performing professional, you will be a well organised self-starter who can manage your own workload. You will be expected to be a good team player who can execute tasks as part of an overall programme of work. Example skills and attributes are below: Excellent communicatorAttention to detailAble to facilitate client meetingsAble to create high quality work productsAble to conduct detailed analysis using relevant toolsExcellent problem-solving skillsAble to deal in a fast pace and high-pressure environmentUnderstands the underlying data requirements to operate digital processesExperience of developing business casesUX and UI experience desirable but not essential Background Experience:Worked in a performance improvement environment for a minimum of 5 years with 2 years of experience as a Senior or Lead Business AnalystWritten product reference documents or use case descriptions for technical teamsTrack record of designing process improvements with technology solutions requiredCan be versatile and can thrive in innovative situations
