About the role
The Business Analyst will work within the Jigsaw24 Solutions group, responsible for ensuring that our IT Service Management (ITSM) and Professional Services Automation (PSA) platforms can support the delivery of Jigsaw24's Services objectives through the maturity and evolution of platform features, functionality, automation, and integrations.
Reporting to the Head of Business Systems, the Business Analyst will play a key role in the ongoing developments and enhancements to Jigsaw24's Services operational processes, and platforms, acting as a bridge between business stakeholders and technical development teams. They will be responsible for turning prioritised business requirements into efficient and scalable solutions to deliver operational efficiencies and compelling customer experiences.
Key duties and responsibilities are:
- Carry out product ownership responsibilities for key systems, working with business stakeholders to define and prioritise requirements and enhancements.
- Manage Product Backlogs and enhancement roadmaps – constantly developing and prioritising these to align with business needs.
- Act as a bridge between business/operational stakeholders and technical IS/IT teams.
- Ensure that system workflows can support/deliver efficient operational processes for internal stakeholders, aligned to ITIL best practice.
- Ensure that systems and processes can deliver compelling external customer experiences (CX) around our product and service portfolios.
- Work with relevant business stakeholders to define, capture, and validate requirements, make solution recommendations, and challenge assumptions.
- Work with technical development teams to scope and design potential solutions.
- Analyse proposed system changes and solutions, assessing business impacts and assessing/mitigating associated risks.
- Support the testing and transitioning new system functionalities and processes into the business to maximise adoption and success.
- Support change management within the business and operational teams, helping to resolve issues and communicate the progress of system and process changes.
Skills, Knowledge and Experience:
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Working knowledge and experience of ITSM and PSA platforms, including key features and functionalities.
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ServiceNw experience is preferable, especially modules such as Customer Service Management (CSM), IT Service Management (ITSM), and/or Field Service Management (FSM).
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ServiceNow Certified System Administrator (CSA) certification and/or experience a benefit.
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Working knowledge and experience of Agile system development methodologies.
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Understanding of ITIL aligned Service Management processes, and how ITSM platforms can support the effective delivery of these.
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Collaborates effectively and can build strong stakeholder relationships at all levels.
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Attention to detail, but also able to uplift and simplify complexity to help educate wider stakeholders.
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‘Hands-on' by nature, comfortable with diving into problems and developing new solutions.
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Possesses a positive "can do" and proactive attitude.
Who are Jigsaw24
We put people first in a culture that's reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.
We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here
Benefits at Jigsaw24
You will receive a wide range of benefits working at Jigsaw24 including:
- 26 days holiday
- Health cover including access to GP anytime, annual reinbursements for optical and dental to name a few as well as counselling and wellbeing services
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family-friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential. It's not just about filling existing vacancies – it's about what you can achieve. As a business, we never stand still. In fact, we encourage our people to follow their own path and help us improve how we all work. To find out more please visit our "about us" section on our website by clicking here
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we're determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.