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The OmniChannel team are responsible for providing technology solutions to support front office colleagues in our UK and Dublin contact centres. Working closely with internal teams and with vendors, our overarching aim is to provide those colleagues with technology that allows them to deliver exceptional customer experience and unrivalled service. Our portfolio is broad, ranging from traditional desktop applications and telephony systems to state of the art voice biometrics and dynamic workflow management. We have a strong agile delivery culture and actively embrace leading edge technologies to further evolve our products.
Purpose of the Role
The OmniChannel Business Analyst will be responsible for requirements engineering for a variety of strategic and tactical initiatives across a wide range products and applications. More than being simply a creator of user stories, we are looking for someone who will own the business requirements throughout the delivery cycle and help us ensure we continue to deliver the best solutions and customer service.
This role is for a Business Analyst who is able to understand complex business and technical issues and has the ability to clearly articulate requirements to address those issues. The successful candidate will be expected to work closely with stakeholders at all levels and across the organisation to draw out and refine business requirements and will also work closely with delivery teams to ensure that the change we deliver achieves our objectives.
Responsibilities will include:
Planning and organisation of business analysis for initiatives thouroughout the delivery cycle to agreed timescales and budgets
Capture and articulation of business requirements using a range of analysis techniques
Ownership of requirements from initiation to delivery
Providing input into project timelines, estimation, and risk management assessment
Close collaboration with delivery teams to ensure common understanding of requirements and that the right product is built first time
Acting as a "proxy customer" and facilitating open communication between customers and delivery teams
Working with external partners and suppliers as required
Mainaining and enhancing the quality and efficiency of business analysis withing the team
Your skills and experience
Proven business analysis experience with a track record of successful implementations and forging business relationships
Strong experience in all aspects of requirements engineering including:
Requirements elicitation and articulation
Gap and cost benefit analysis
Business case development
Excellent written and verbal communication skills
Experience working across all phases of technology delivery life cycle using SDLC and DSDM frameworks
Delivery and results focussed with the ability to work in a complex and fast-moving environment
Ability to operate as part of a high-functioning team and work independently as required
Great customer awareness and business support focus
Flexibility, adaptability and a passion for business analysis
Experience working with offshore teams
History working within an asset management or investment banking environment
Experience of contact centre technology and customer service as a business function
Practical knowledge of agile working practices in particular Scrum
Structured data analysis
About Fidelity International Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.
As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. Data as at 31 March 2021. Read more at https://www.fidelityinternational.com/
Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.