Description
Senior Business AnalystMUST HAVE CENTRAL GOVT. EXPERIENCELocation: Manchester (North West preferred) – 2-3 days on-site (potentially up to 4 days per week)Duration: 15 to 24 monthsProgramme Type: Waterfall (not Agile)Key Responsibilities:Gather and analyse business requirements related to contact centre operations and digital services.Conduct workshops with contact centre stakeholders, customer service teams, and IT to capture business needs.Develop detailed business and functional requirements for telephony, CRM, and workforce management systems.Support project delivery teams by ensuring requirements are well-defined and aligned with government standards.Produce detailed documentation on contact centre process improvements, customer journey mapping, and service design.Essential Requirements:Strong experience as a Business Analyst within contact centre environments – understanding of key KPIs, operational processes, and service enhancements.Proven ability to work on large-scale government programmes, handling complex stakeholder relationships.Expertise in structured requirements gathering, process mapping, and Waterfall project methodologies.Experience working with contact centre platforms, telephony integrations, and digital service transformation.Strong planning, risk, and issue management, ensuring delivery confidence for business areas.Ideal Candidate:Based in the North West region for easier access to Manchester.Comfortable working in a structured, non-agile delivery model, focused on Waterfall methodologies.Understanding of critical infrastructure considerations in customer service environments.