Business Analyst

at  Jigsaw24 limited

SKILLS AND QUALITIES:

• Working knowledge and experience of ITSM and PSA platforms, including key features and functionalities.
• ServiceNw experience preferable, especially modules such as Customer Service Management (CSM), IT Service Management (ITSM), and/or Field Service Management (FSM).
• ServiceNw Certified System Administrator (CSA) certification and/or experience a benefit.
• Working knowledge and experience of Agile system development methodologies.
• Understanding of ITIL aligned Service Management processes, and how ITSM platforms can support the effective delivery of these.
• Demonstrable ability and track record of bringing passion, energy, motivation, and resilience to help realise business goals.
• A strategic thinker who can identify and prioritise opportunities that will make the biggest impact to business performance.
• Collaborates effectively and can build strong stakeholder relationships at all levels.
• Strong, proactive communication skills, able to gain commitment and buy-in to a common vision and clearly stated goals.
• Comfortable with detail, but also able to uplift and simplify complexity to help educate wider stakeholders.
• Resolves conflict, able to manage several demanding and conflicting asks from stakeholders, being able to chart a course to a suitable outcome.
• Driven with an entrepreneurial mindset, who thrives in a fast-paced environment and recognises the opportunities that change can bring.
• Organises and clearly prioritises; unafraid to set an agenda or take the lead.
• ‘Hands-on’ by nature, comfortable with diving into problems and developing new solutions.
• Flexible, and comfortable with clarifying ambiguity, able to adapt to the constantly evolving nature of business requirements and priorities.
• Possesses a positive “can do” and proactive attitude.

The Business Analyst will be responsible for defining and prioritising future developments and enhancements to Jigsaw24’s ITSM and PSA tooling, as well as defining and implementing the required processes to help formalise and standardise the way Jigsaw24 Services capabilities are delivered.

• Carry out product ownership responsibilities for the system, working with business stakeholders to define and prioritise requirements and enhancements.
• Manage Product Backlogs and enhancement roadmaps – constantly developing and prioritising these to align with business needs.
• Act as a bridge between business/operational stakeholders and technical IS/IT teams.
• Ensure that system workflows can support/deliver efficient operational processes for internal stakeholders, aligned to ITIL best practice.
• Ensure that systems and processes can deliver compelling external customer experiences (CX) around our product and service portfolios.
• Work with relevant business stakeholders to define, capture and validate requirements, make solution recommendations, and challenge assumptions.
• Work with technical development teams to scope and design potential solutions.
• Analyse proposed system changes and solutions, assessing business impacts and assessing/mitigating associated risks.
• Support the testing and transition of new system functionalities and processes into the business to maximise adoption and success.
• Support change management within the business and operational teams, helping to resolve issues and communicate progress of system and process changes.
• Support the development of system architecture and roadmaps, articulating the strategic vision and direction of future functionality and capabilities.
• Protect and champion the ‘out of the box’ (OOTB) nature of systems to ensure that they remain scalable and simple to upgrade, challenging any requests for bespoke development.
• Advocate and effect change by influencing decision makers and operational leaders to adopt different working practices and processes to align with OOTB system functionalities.
• Lead on the development and implementation of ITIL aligned operational processes and best practices within the Service teams.
• Deliver business process designs, in support of the business strategy and portfolio, which optimise the customer experience and minimise failure and costs/impacts.
• Deliver outputs using standard and visual business process design templates which can be used to review and agree business processes and input to training material.
• Drive continuous improvement to the Business Systems ways of working, processes, and deliverables, as required.
• Represent the Business Systems function in wider business initiatives to help advise and align objectives and outcomes