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A leading Independent IT Infrastructure and Services Consultancy is looking for a Senior Business Analyst for a 3-month contract initially to start ASAP, based in Hatfield (Hybrid), Outside IR35OverviewGSD Systems deliver and support the contact centre technology that underpins the Global Service Desk (GSD) and are currently working on an exciting new change programme to move an on-premise contact centre platform (Avaya) to the Genesys Cloud CX. The programme will involve rearchitecting all our existing services along with enabling new capabilities that Genesys Cloud CX has to offer. As well as migrating existing customers onto Genesys Cloud CX, we are onboarding new customers onto the platform.This role sits within the Projects Team, and you will report directly to the Projects Team Manager working alongside a team of other Business Analysts who fulfil a similar role.As part of this hybrid role, you will engage with all parts of the global GSD business and work closely with the GSD technical and design teams.We are looking for an experienced Business Analyst with strong Project Management skills who will primarily be heavily involved in managing the migration of our existing customers onto the new platform but will also get involved with onboarding new customers.The split of the role will be Business Analysis - 50%, Project Management - 30%, Consultancy - 20%Accountabilities:Owning the implementation of customer migrations from business and customer scope conversations all the way through to hypercare supportPresenting to business representatives on the migration strategyUpdating customer designs in new Microsoft Visio templatesDriving medium-to-large BTO projects from requirements definition through to deploymentManaging complex in-life changesHelp establish and promote GSD system standards and ensure the GSD business are adhering to a standard repeatable service desk solutionInterfacing directly with the service desk business, customer, technical and project management teamsProduce well-articulated and succinct documentation to support requirements definition, design, testing and support activities whilst producing projects plans, reports and risk and issue logs where appropriateKnowledge & key skills - EssentialHighly motivated and focussed individual with an organised and systematic approachExcellent interpersonal skills illustrating a high standard of written and verbal communication coupled with the ability to interact at all levels within an organisationAn individual who is able to confidently and quickly build relationships with a range of stakeholdersHas been the senior business analyst for an application development project or infrastructure project, delivered to (or within) a medium to large size companyAble to write high quality documents such as requirements specification, test plans, project plans, user guides, highlight reports and release notesGuide the technical team at a detailed level on the functionality that needs to be delivered and any changes/enhancements that need to be made during the project lifecycleDrive and influence others in support and service areas to deliver to scheduleProven track record of experience in a challenging commercial environmentUnderstanding of IT methodologiesKnowledge & key skills - DesiredSome experience of systems that supports service desk services or IT Service Management e.g. Avaya, Siemens, Genesys, Remedy, Peregrine or ClarifyBe able to carry out system testing prior to handing over for user acceptance testingExperience of developing best practice processes and procedures for functional area
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