Business Process Analyst

Business Process Analyst – Tachbrook Park

£43,000 to £53,000 With Excellent Benefits

Keeping our Customers Safe, Warm, Working and Informed is what we strive for at Calor

The Transformation and Information team at Calor Gas are looking to recruit an engaging and proactive Business Process Analyst

Takes requirements from the business, analyses them, and translates them into viable process solutions that are aligned with the Business strategies and roadmaps. Facilitates process alignment and standardisation and provides a platform to enable ongoing process transformation, efficiencies and the achievement of agreed KPIs.

Works closely with the business and stakeholders to write detailed and clear user stories, process mapping and requirements documents to support Agile Continuous Improvement ways of working.

To become the Subject Matter Expert covering one or more Commercial Applications (Salesforce, Customer Portal, Partner Portal, Document Management System), and Business Process areas (Lead to Contract, Enquiry to Resolve). Responsible for the provision of expert advice and guidance to the Business Process / Product Owners and Functional Managers.

Works closely with the Business and the BPO’s to understand their requirements and drives the usage and adoption of the standard solution(s), managing requirements in line with corporate and business objectives.

Works closely and collaboratively with the other Product and Process areas to ensure end to end continuity and best fit solutions and processes to meet our business needs.

Key responsibilities will include:

• Works closely with Business Process Owners, Subject Matter Experts, Key Users and the wider business to understand their requirements and encourage the use of standard functionality wherever possible. Proactively collects additional inputs to ensure a comprehensive demand view.
• Supports the Product Owner in demand management - especially in Change request review, requirements elucidation, and benefits analysis.
• Works with Business Process Owners on Business Process designs. Translates requirements into viable process solutions in customer facing systems that are aligned with the Business strategy and goals, solution principles and standard functionality.
• Facilitates workshops as required on initiatives - for example process design workshops to control the process and manage business expectations - preventing ‘wish list’ outcomes.
• Responsible for holistic process design, including thinking about integration points, controls, roles, compliance, KPIs, reports. Ensure processes adhere to company policies and compliance requirements (process controls, segregation of duties, etc.) - Supporting Access and Process controls in job role and process design.
• Responsible for process integration points with other process and application areas.
• Proactively review Business Processes with BPOs and drive improvements.
• Provide support to Business in areas of process procedure, requirements elucidation (for example supporting super users and other change requesters in documenting change requirements in the right way and to the right level), process training/hints and tips.
• Works with Business Change and training teams for Adoption on aspects such as Business change impacts identification.
• Builds and maintains a strong relationship with key stakeholders and users - acting as the go-to person for process excellence and best practice.
• Participates in and/occasionally manages small to medium change initiatives with a high process change component.

As such we would like you to have/be:

Essential

• Experience of working as a BPA within a commercial organization of similar size / industry to Calor, with thorough detailed knowledge and experience of:

              Effective User story writing

              Requirement gathering

              Process Mapping

              System and process documentation

• Thorough knowledge and understanding of Business Processes and principles, especially in the Customer Experience (CX) area.
• Knowledge and experience working in continuous improvement and agile methodologies.
• Experience working on large Transformation projects.
• Experienced in writing operational business procedures, and capturing process maps using external tools
• Strong abilities in requirements analysis, elucidation, prioritization, and user story documentation.
• Knowledge of agile delivery processes
• Advanced analytical and problems solving skills, including Microsoft excel.
• Understanding of both business strategy/needs of management and the day to day of the user community.
• Previous experience in project teams is essential.

Desirable

• Qualified in a process excellence method such as Lean six-sigma.
• Experience working with Calor core systems such as SAP, Salesforce, Vonage
• Experience working within CX processes and systems including customer self-service, / customer facing platforms and processes.

In return, we offer:

• 25 days annual leave plus Bank Holidays
• Holiday Purchase Scheme
• Private medical insurance (single cover)
• Company pension scheme (Salary sacrifice - single matched contributions to 4.5% for first 2 years, up to 7.5% after 2 years)
• Company Bonus
• Discounts/Cashback/Offers from major retailers

To be considered for the above opportunity you must be eligible to live and work in UK