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Support Business Analyst

Job Description

Job description - the role

Our client, a major UK retail bank, provides every day banking services to over 17 million retail customers. The banks expertise and services span across Business Services, Corporate banking, Wealth Management, Group Functions, Retail and Investment Banking.

On behalf of this organisation, AMS are looking for a Support Business Analyst for a 10 months contract based in London (remote).

Purpose of the Role:

  • The Support BA role provides a two-way channel between the CRM project and CRM BST throughout the project life cycle. The role is funded by CTB project, with matrix reporting into project and BST (Olaf Revell)

As a Support Business Analyst you will be responsible for:

For projects in Plan Stage where D365 application is not yet in Production

PROJECT

  • Attend daily scrum for project
  • Attend Agile project meetings (retrospective, planning, review)
  • Participate in user story analysis, development and testing; acting as voice of the user
  • Create user training guides
  • Coordinate and support the Trainer on delivery of user training
  • Support business implementation plan and user onboarding for Production release

BST

  • Undertake BST induction training
  • Attend weekly BST meetings (to be reviewed and may change to daily meeting if required)
  • Provide updates to BST on the solution and project delivery plan
  • Coordinate KT sessions with Production Support and BST for first Production deployment
  • Upskill in a minimum of 1 other D365 application

For projects in Deliver Stage where the D365 application is in Production

PROJECT

  • Attend daily scrum for project
  • Attend Agile project meetings (retrospective, planning, review)
  • Participate in user story analysis, development and testing; acting as voice of the user
  • Create and update user training guides
  • Coordinate and support the Trainer on delivery of user training
  • Provide feedback on support tickets

BST

  • Attend daily BST call
  • Provide updates to BST on project roadmap and future release plan
  • Ticket management:
  • Manage L2 tickets
  • Escalate L3 tickets to project team
  • Report back common problems and user training issues to Product Owner
  • Cover support for a minimum of 1 other application to enable annual leave cover in BST
  • Coordinate KT sessions with Production Support and BST for each iterative release

What we require from the candidate:

  • PowerBI experience
  • Dynamics CRM
  • Financial Services background (nice to have)
  • Understand what a user is querying about when a ticket is raised, they can run with it, adjust information very quickly, taking information from the developer, got to have this ability Able to understand what a user is querying about with support tickets and run with it, good manner, adjust info very quickly, change how target language

Next steps

This client will only accept workers operating via an Umbrella or PAYE engagement model.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course.

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business