Operations Change Analyst
Há 6 dias
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This is a fantastic opportunity for a business or process analyst to grow and refine an Operations function that supports an ever evolving Customer, Partner and Product landscape. Key to the role will be an ability to visualize processes, and drive alignment between teams working in complex data structures and interdependent activities. The Analyst will also report, analyze and deliver appropriate reasons for business decision making in a company driving significant product innovation and development. The Operations Analyst will report to the Head of Operations Support & Development.
- Requirements elicitation, documentation and management (process and systems development)
- Process mapping and optimization across multiple teams and functions
- Stakeholder management and engagement at all levels of the organization
- Small/medium change management including co-ordination across teams, tasks management, communication and operational deployment
- Understanding cross functional dependencies in Operations and the wider organization and working to improve alignment and quality via training teams, team leaders, senior management etc.
- Updating business processes and procedures using standard methodology and templates
- Interrogation of operational reporting to identify improvement opportunities and develop business cases for change
- Contributing to the overall goal of the Operations Support team in processing business requests, embedding change and enhancing quality
- 5+ years’ experience in process, business or change analyst roles
- Fluency in English, speaking and writing
- Advanced Salesforce knowledge: building reports, dashboards, list views, knowledgebase etc.
- Demonstrable ability to document process flows and visual interdependent activities
- Excellent elicitation skills for gathering, documenting and interpreting user feedback
- Extensive MS Office skills - Visio, PPT, Excel, Word
- Ability to write detailed management reports, specifications and communications
- Ability and desire to respond to constantly changing priorities under pressure
- Experience working with BI systems, manipulating data sets to gather business insight (advantageous)
- Proven track driving medium/large projects in an Analyst or Project Management capacity
- Ability to work in a team environment and handle multiple assignments to closure
- Self-driven and with a proactive attitude to daily challenges
- Relevant third level qualification or equivalent experience
- Superuser or Admin experience in large scale CRM implementation (advantageous)
- Working knowledge of inbound and outbound call center dynamics and systems (advantageous)
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