Senior Business Analyst - Global Service Desk
Summary
An exciting and diverse position has been created to complement a new and dynamic technical team that delivers and supports the technology that underpins Computacenter's International Global Service Desk offering.
PackageCompetitive salary and flexible benefits package
Main ResponsibilitiesAs part of this hybrid role you will be based within the local IT team in Hatfield but will engage with all parts of the business. The split of the role will be:
- Business Analysis - 50%
- Project Management - 30%
- Consultancy - 20%
The successful candidate will be responsible for:
- Owning and driving internal projects from requirements definition through to deployment
- Managing new customer implementations, in-life changes and upgrades
- Interfacing directly with the service desk business, customer, technical and project management teams to deliver the solution in line with documented standards
- Reviewing and improving business processes within the team and the wider IS department
- Developing relevant technical knowledge of customer solutions to be able to provide consultancy advice to pre-sales and contractual services teams
- Produce articulate and succinct documentation to support requirements definition, design, testing and support activities whilst producing projects plans, reports and risk and issue logs where appropriate
Background:
Computacenter is currently implementing a programme to replace a number of core systems and consolidate Computacenter's service desk telephony platforms that support the Contractual Services area of the business. The new telephony system, which comprises of a number of Avaya products, supports voice, email and web chat contact types.
The key goals for the new service desk offering are to provide:
- Consolidation of existing telephony platforms onto the new Avaya telephony system
- Implementation of standard repeatable service desk offerings against all contact types
- Improve efficiencies of the Computacenter service desk by ensuring skills based routing and multi-contact handling capabilities are optimised
- Providing Real Time, operational and contractual reporting
Providing a solution that offers 99.99% availability to support the 20 plus service desk locations across the globe
Ideal CandidateRequired candidate skills:
- Highly motivated and focussed individual with an organised and systematic approach
- Excellent interpersonal skills illustrating a high standard of written and verbal communication coupled with the ability to interact at all levels within an organisation
- An individual who is able to confidently and quickly build relationships with a range of stakeholders
Required candidate experience:
- Preferably some experience of a system that supports service desk/call centre services or IT Service Management eg Avaya, Siemens, Genesis, Remedy, Peregrine or Clarify
- Has been the lead/senior business analyst for an application development project or infrastructure project, delivered to (or within) a medium to large size company. Such a project will have been at least four months in duration, managing a project team of at least six people
- Be able to write high quality requirements documents, test plans, project plans, user guides, highlight reports and release notes
- Be able to guide the technical team at a detailed level, on the functionality that needs to be delivered and any changes/corrections that need to be made during the project life cycle
- Be able to carry out system testing prior to handing over for user acceptance testing
- Be able to design business processes, perform requirements analysis and run requirements workshops
- Be able to drive and influence others in support and service areas to deliver to schedule