Service Care Solutions Ltd
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Digital Platform Business Analyst - Dudley

My client, a local authority, is currently looking for a Digital Platform Business Analyst to work on an initial 1 month contract.

My client is implementing a new digital customer platform based on Microsoft Dynamics and ADX portal technology, including integration with a number of back-office applications.



Role - Understanding both the business needs and drivers, and the potential of technology; to translate between them and bringing the two together to agree a viable business solution and how the technology will service this.

Activity:

AS IS and Needs/Future Requirements:

, Work with the Business (through interview, discussion and observation) to be able to understand and clearly capture the needs, issues and concerns of the specific business function, in terms of how they work now - including working with those who support that work, e.g.

facilitating customer contact, pre-work allocation, post-work follow-up and reporting, as they will be affected by any resulting change
, Exploring with the Business their intentions and desires for the future delivery of their services, especially how and when any planned changes are expected to impact on what they do now
, The above must uncover the purpose(s) of the business function, and the nature, volume and source/cause of demand received - this is key for measuring the outcomes of the resulting solution delivery in terms of positive/negative impact of the change, defining and tracking potential savings from self-service, etc., and could also feed any Service Centre design and objectives

TECHNICAL :

, Work with IT, be able to understand both the role of existing employed technology in relation to how the business functions now, and understand the potential of new technology (Microsoft Dynamics, ADX portals and back-office integration) to provide
a) alternative options to what is done now;
b) the potential for significant change by exploiting the new technology (e.g.

integration, automation, back office ‘system' replacement and how that could provide business opportunities/savings);
c) the potential impact of technology options on how the business operates now

Translation and TO BE:

, Translating the technology options to the business, and the business needs to the technology, to negotiate an agreed and viable way forwards, and capturing this in a way that all can understand and work to - this may well need them to define outline use cases and/or customer scenarios for testing
, Identifying the activity required both within the business and technology areas to deliver this, along with the implications
, Co-ordinate the end-to-end delivery of each specific service offering, including identifying and planning user training requirements
, Ensure a thorough testing plan is followed and have involvement with acceptance testing to ensure the deliverable meets the business requirement

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208958 or email andrew.quinney@servicecare.org.uk