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The Customer Services directorate has established the post of Business Implementations Analyst who will report into the Business Implementations Manager. The role will support the organisation throughout integration and transformation to ensure the successful development and implementation of business systems that meet the requirements of the customer services directorate.
The current organisation is a result of recent merger between 2 large housing associations. As both companies maintained their own suite of business systems and databases, a period of integration and stabilisation is currently in progress to provide single business systems, data sets and ways of working. This period will be followed by transformational activity to further improve our systems and processes.
go to link Purpose of Role
Work closely with the Business Implementation manager and Business Development and Strategy to capture, analyse and define process-driven business requirements for projects. Using appropriate techniques to interpret and document business issues, opportunities and user requirements from across the customer services directorate, ensuring they are prioritised and fed into integration or transformation projects as required.
Work with colleagues in Asset Strategy and IT to develop the IT roadmap for customer services, ensuring requirements are addressed and that plans are well communicated and understood. Liaising with internal teams including development/technical teams to ensure technical feasibility of proposed solutions.
Preparing training materials and delivering end user or “train the trainer” training sessions as required to support the roll out of new processes or system changes. Documenting and communicating the ‘As-Is’ and ‘To-Be’ processes for project changes, lead demos and support rollouts and post rollout support.
Deliver change projects across the customer services directorate, leading business users to design, test and implement changes into live operations acting as business lead for roll-outs, ensuring business operations and processes continuity and a positive impact through IT change.
Support the Asset Data Quality team to promote a holistic approach to data quality, business improvement and IT system enhancements.
Support Asset Data Quality team members and the wider business in other duties as required to develop best in class business systems and processes for Customers Services and Asset Management. Designing and implementing effective working arrangements & practices to ensure a consistent level of service delivery in line with the Peabody business plan.
To externally represent and promote Peabody effectively by creating a consistent, professional and positive image.
Develop operational test scripts and execute as required to ensure high levels of quality assurance across customer services business systems. Facilitate operational management teams to plan and coordinate wider scale User Acceptance Testing for large projects or new system implementations.
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Excellent communication skills; proven record of preparing and delivering persuasive, high quality, written and verbal reports and presentations and the ability to effectively work closely alongside front line teams, back office and senior management .
- Capability to produce high quality documentation and specifications.
Proven experience in eliciting, documenting and prioritising business requirements.
Experience in analysing data to draw business-relevant conclusions and in data visualisation techniques and tools.
Experience in business as usual change management processes.
Experience in preparing training materials and delivering end user training would be beneficial.
Experience successfully delivering change to organisations within various project frameworks including Agile/Scrum, PRINCE2/Waterfall.
Proven experience and ability to deliver excellent customer care and valuing diversity.
- Proven attention to detail and ability to work collaboratively or autonomously on a variety of tasks simultaneously, recognising and managing conflicting priorities to meet deadlines and business targets.
To ensure that all policies and procedures are adhered to so that consistent and standard practice is achieved across the organization.
- A commitment to continuing professional development and aptitude to influence others to follow best practice approaches and display professional behaviours.
- BCS BA foundation or ITIL V3 foundation certificate and experience applying service management principles in a business role would be beneficial.
- Social Housing sector knowledge or exposure to the social housing market would be beneficial.
- Educated to degree level or at least 3 years experience in a similar role.
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