Business Analyst - Enterprise Services - Contact Centre

Sky Betting and Gaming
14 Feb 2018
15 Mar 2018
Contract Type
Full Time
What you will do…

Enterprise Services helps make Sky Betting and Gaming a great place to work by providing our people with cutting edge tools and services, whether they are SaaS products, on-prem services or developed in-house. Join our tribe in Leeds, and you'll work on a range of systems, including ERP and Contact Centre systems.

As a Business Analyst within Enterprise Services you will;

Work with solution architects, project managers, product managers and other stakeholders to analyse problems and opportunities
Gather and document requirements for projects and smaller scale changes, and translate them into concise, precise and actionable user stories with acceptance criteria
Work with third party suppliers on the delivery and support of solutions to the identified requirements
Manage requirements from elicitation through to deployment
Define and map business processes, and communicate these as appropriate with solution architects and other stakeholders
Identify process improvements, with a focus on delivery of software which supports optimised processes
Work as part of a team, which may include third party suppliers, to deliver high quality software, which meets the original business requirements, and conforms to the technical, security and regulatory framework that the business operates within

How you'll do it...

Elicit requirements using interviews, document analysis, workshops, surveys and other standard analysis techniques
Plan, lead and facilitate workshops, involving senior business stakeholders, third party suppliers, squad members and end users
Work with the Lead Business Analyst and Head of Technology to agree and document the analysis approach across a range of projects and workstreams
Work closely with project managers, agile delivery leads, solution architects, product managers and other stakeholders, to ensure your squad is focussed on delivering the highest value functionality at any given time
Take ownership of requirements throughout the delivery lifecycle, working with the project manager to identify issues and risks around delivery, ensure that there is full traceability of requirements throughout the delivery, and ensure that what is delivered meets with the original aims and objectives
Build and maintain excellent working relationships with the stakeholders involved in the work of your squad; this includes senior business stakeholders, third party suppliers, delivery experts and end users
Work with the business, to ensure there is a common understanding of how technology can enhance the customer experience
Focus on facilitating exceptional communication between the delivery squad, third party suppliers, senior stakeholders and end users
Document As Is business processes, and maintain a focus on delivering process improvement in the mapping of the To Be process material
Work with the training function, to plan and support the delivery of high quality training material
Be passionate about delivering excellent customer service to our internal and external customers
Be comfortable in both Agile and Waterfall ways of working, and get involved in developing best practice across both methodologies
Be comfortable working within a regulated business, where business and technical compliance issues are given the highest of priorities
Have a good understanding of technology platforms, including Cloud based solutions, and be comfortable communicating technical proposals to senior stakeholders from across the business
A knowledge of some key business systems would be beneficial, for example Salesforce, Aspect WFM, telephony solutions and Workday.
Experience of working with contact centre systems and processes would be beneficial

Based in Yorkshire, we have grown to become one of the UK's leading online betting and gaming companies. A business driven by bleeding edge technology, that brings the excitement of sports betting, casino games, poker and bingo to over 700,000 customers a day & growing!

It's a workplace like no other, with a mission to make Betting & Gaming better.

And we want you to be part of it.

Our People Ambition is to attract & develop diverse & talented people to meet the current and future growth needs of SB&G. Together, our aim is to create the Best Digital Business to work at

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