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Employer Bord Gais Energy
Job Title Business Analyst Lead

Business Analyst Lead

Reference: R9942122
Customer Operations - Dublin Based
Reporting to: Business Readiness Manager

Bord Gáis Energy, part of Centrica PLC, is one of Ireland’s leading energy providers. We supply gas, electricity and energy services to over 650,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. We are the helpful energy company.

Role Responsibility

As a member of the Business Readiness core team, the Business Analyst Lead plays a key role in the strategy-to-launch life cycle. This position will have accountability for the BA team, and will be responsible for coordinating and working with all stakeholders to define and document Customer Operations requirements related to all business processes, policies, reporting and data in scope, including capturing current and proposed future-state full end-to-end workflows. They should be able to understand the business change needs, assess the business impact of those changes, capture, analyze and document change management business readiness requirements - documentation, communication, training, change management (people) and support the communication and delivery of these requirements to our primary stakeholders

Key Accountabilities

  • Manage and lead the Business Analyst team for Business Readiness, including capacity management and prioritisation for the team
  • Work closely with business readiness partners to ensure impending changes are well understood for a successful implementation
  • Work in partnership with the business to understand and map the current state end-to-end customer journeys and business processes in the corporate repository
  • Facilitate/drive the design of target state journeys/processes and map them in the corporate repository.
  • Work in partnership with business and technology delivery teams to capture, analyse, define and document deliverable business change requirement.
  • Drive analysis to identify the systems and process impacts arising from agreed business requirements and translate requirements into operational models
  • Represent the business’ interests during the design and development processes to;
    • identify and agree solution options to meet business objectives/requirements
    • Ensure that requirements are delivered against, and/or manage any changes to requirements arising during the delivery lifecycle.
  • Work with test teams to ensure that test strategies/cases match requirements
  • Accountable for ensuring all risks and issues identified are reported and that the BA team play a key role in risk management
  • Ensure all impact assessments and data analytics cover processes end to end, and consider the impact of the change on contact centres such as AHT, volumes, response rates, resources, previous experience of similar changes/campaigns
  • Develop and implement a framework which supports cross functional BA engagement and knowledge sharing.
  • Supporting the Training & Quality and project team in defining training needs arising from the business requirements
  • Play a key role in the Go/No Go criteria assessment and decision making process
  • Provide analysis on actual impacts and lessons learned to inform decisions for future changes
  • Act as a key contributor to the Contact Centre forecasting framework
  • Other duties as required from time to time

Knowledge, Skills and Experience

  • Educated to degree level within relevant business area. BA qualification desirable.
  • An excellent working knowledge of contact centre operations
  • Possess an excellent understanding of change and project management with experience leading change in complex and multifaceted sales and service environments.
  • Strong problem solving skills; considering business process and environmental changes
  • Previous experience in Business/Data Analysis.
  • Proven experience in documenting business requirements, process mapping and data mapping.
  • 5 years experience as a Business Analyst
  • Ability to act as a subject matter expert on systems and business processes
  • Experience managing relationships between business and IT
  • Proven ability to manage multiple activities, work proactively and prioritise workload.
  • Proven ability in team management
  • Analytic thinker with high level of problem solving skills
  • Passionate customer experience and possess outstanding communication, presentation and stakeholder management skills

Our Values
care | delivery | collaboration | agility | courage

The closing date for receipt of applications for this vacancy is 26 January 2018. Canvassing will disqualify.

PLEASE APPLY ONLINE by hitting the ' Apply ' button.

Applications will ONLY be accepted via the ‘ Apply ’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.

Closing Date:

January 27, 2018

This job originally appeared on
Location Dublin
Date Added 99 days ago
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