Job Title Business Analyst (12 Month FTC) Location Walsall Package Competitive As a successful Business Analyst with Echo Managed Services, you’ll be joining our UK based service and implementation team reporting to the Consulting Manager. Your time will be split between our Walsall HQ and clients' sites in the UK and worldwide. With support from our product and data experts at our software development team in the UK, India and Australia. You will be given the opportunity to learn everything we know about utility billing, software delivery, product implementations and more. Echo Managed Services have been leaders the development of utility billing software for over 20 years. With over one third of the UK’s water companies using our platform to generate bills and manage their customers, we have built a wealth of in-house knowledge and expertise. We are a two software, software development house, who provide excellent support, communication and consultancy to all of our clients. Our focus is now on the future as we proudly rollout Aptumo, our SaaS billing solution built on the Salesforce platform, which extends our expertise beyond water and outside of the UK, including Australia and the USA. After that, who knows where your career with Echo Managed Services could take you? Who We Are Part of the South Staffordshire group, Echo Managed Services is a leading provider of outsourced customer service solutions and software. We pride ourselves on delivering outstanding results for our clients and cultivating a culture of innovation and growth. Join our team and become part of a forward-thinking organisation that values collaboration, integrity, and continuous improvement. The Role As a Business Analyst, your responsible will be: • Supporting the implementation of Aptumo software to new clients throughout discovery, business process alignment, development, user acceptance testing and go live support phases of a project • Providing support, managing change requests, analysing bugs and issues on the RapidXtra Product • Develop a detailed knowledge of our product(s), demonstrate features to existing and potential clients and support its successful implementation • Ability to understand, learn, maintain, support and develop two billing systems • Ability to identify product changes required to meet customer needs • Work closely with clients to hold workshops and capture requirements • Responsible for the capture, interpretation, prioritisation and delivery of user stories / requirements and refinement of the client product backlog. • Manage changes/feature requests throughout the software delivery lifecycle to delivery • Create and update documentation for new and existing functionality • Ensure that solution design, software development and documentation leads to client satisfaction, maximising the value of the product for the client. • Timely resolution of issues in agreement with stakeholders. • Communicate effectively with clients and stakeholders of all levels • Analyse change requests and create functional specification documents based on client requirements What You’ll Need • At least 4 years BA experience, supported by a relevant qualification (desirable) • The ideal candidate will have previous exposure to water/utility industry, utility billing and/or Salesforce/system implementations (Desirable) • To act as the bridge between the client and the technical teams, by translating business needs into requirements for the engineering team and being able to translate complex scenarios into an understandable manner for clients • Experience of to creating functional specification documents or user stories with detailed acceptance criteria and shaping work packages, and the ability to manage a feature request through the end-to-end SDLC process through to client delivery, including client walk throughs and playbacks. • Experience in delivering workshops, managing client expectations and supporting clients throughout a project to ensure of a successful software implementation and/or requirements delivery • Ability to conduct stakeholder interviews and manage focus groups to extract relevant information. • Ability to communicate complex business issues clearly in speech and in writing and be able to explain business process concepts to the end user, and influence and persuade at all levels of staff seniority. • Ability to identify, investigate, evaluate and implement improved ways of working • Ability to take decisions and solve complex business problems • Practical know-how and expertise in business analysis and industry recognised tools and techniques • Proficient in the use of process modelling tools • Familiarity of both agile and waterfall delivery methodologies and the ability to articulate the differences in the approaches, tools, responsibilities, and deliverables as a business analyst in either methodology • Ability to use leading analysis techniques • Ensure that Business Requirements are fully developed and documented e.g., functional, non-functional, templates and reporting requirements etc • Able to walkthrough requirements, demonstrate functionality and playback new functionality developed as part of a workshop with clients to achieve sign off • Knowledge of the general principles of information technology such as its role in customer relationship management, automation, decision support, methods of data capture, storage and retrieval, transactional processing and workflow. • Good team player, ability to work effectively in a team environment, sharing knowledge and skills and developing productive working relationships. • Focused and driven on achieving results and a drive to improve and continuously learn and develop • Experience of managing ambiguity and undertaking forward planning • Ability to manage changes through the software development lifecycle • Strong commercial focus and awareness • Ability to manage own time effectively and adhere to deadlines and manage multiple priorities of work simultaneously • Experience in creating and maintaining a traceability matrix • Must be articulate, numerate; capable of building a robust business case • Strong interpersonal; negotiation, influencing and facilitation skills. Able to engage and inspire others in delivering continuous improvement • A willingness to travel domestically and internationally for periods up to approx. 90 days throughout the year • Hold a full clean UK driving licence Preferred Qualifications • Degree level qualified or relevant equivalent qualification or experience • BCS or Agile BA qualification advantageous • Certified CBAP or ISEB qualification advantageous • Salesforce certifications desirable. What You’ll Get In Return • A competitive salary • Pension scheme with employer contributions • 20 days holiday + bank holidays • A supportive and collaborative work environment where your ideas and contributions are highly valued • Mentorship and guidance from experienced professionals • 24/7 GP service. • Access to my premier benefits – store discounts. • Employee Well-being programme • Free onsite parking • Onsite Gym