Business Analyst

EMaC Ltd is the UK's leading Service Plan provider with a focus on innovation, speed and service. We provide the system, reporting and administration to 1000's of car dealerships across the UK & Europe to allow them to sell a Service Plan.

A full time permanent position has arisen for a Business Analyst to join our newly formed Projects and Change Team at our Head Office in Crewe. This role will be reporting to the Portfolio Manager in the IT Development Organisation. This position will suit a highly motivated, positive and efficient person who can work within a fast moving team environment.

Key Responsibilities: -

  • Define and Finalise Business Requirements for EMaC Change Projects
    • Work with key stakeholders to define and validate the business requirements for new products, new processes, systems development and systems enhancements
    • Capture and document business requirements and ensure appropriate signoff is achieved
    • Be actively part of an agile project team and ensure that the business requirements are fully understood.
    • Throughout the project lifecycle, refine business requirements to reflect improved understanding and feedback from the development team (if following waterfall approach)
    • Actively promoting and challenging the adoption of "best practice" business process across the organisation
  • Use a variety of Tools and Techniques to deliver high quality business analysis
    • Investigating, mapping, modelling and analysing current ('as is') business processes/systems
    • Determining, documenting and mapping new, improved ('to be') business processes/systems
    • Conducting gap analysis to determine the nature of changes required
    • Undertaking detailed business process design and specification, engaging key stakeholders using a structured pragmatic approach
  • Identify Improvement Opportunities for the wider EMaC Business
    • Simplify, standardise and automate requisite activities, resulting in improved streamlined processes
    • Increase business effectiveness, efficiency, productivity and performance, whilst reducing overheads and costs
  • Active member of the Project Team
    • Ensure that smart measures are used to justify business change and process/systems improvement activities
  • Define Business Change Requirements
    • Ensure that the business awareness is communicated and understood through standard approach (eg ADKAR Awareness, Desire, Knowledge, Ability, Reinforcement)
    • Identify the key areas that are impacted
    • Ensure that business change is implemented and delivered as part of the wider project/improvement initiative
  • Active member of the EMaC Projects and Change Function
    • Improve ways of working, tools and skills in Business Analysis
    • Engage with the Project Managers and Scrum Masters to continually improve the effectiveness of the team

Key Skills & Competencies: -

  • 5 yrs + experience in a Business Analyst role
  • Delivery Framework
    • Agile experience producing user stories and working with product owners to determine priorities
    • Waterfall approach of gathering requirements
    • Experience of working to a structured project management approach
  • Process Mapping
    • Track record which evidence delivering measurable business process improvement, through simplification, standardisation and automation
    • Experience of pragmatically applying structured business process modelling/mapping tools & techniques
  • Business Change
    • Familiar with effecting business change/process improvement across different types of teams
    • Experience of change management methodologies
  • Business focussed, process led, benefits driven, results orientated
  • Interpersonal skills
    • Strong organisational skills
    • Excellent communication skills (verbal/written/presentational)
    • High-energy, enthusiastic self-starter capable of autonomous working
    • Excellent stakeholder management skills, with Board/Senior Management level interaction and exposure
    • Strong influencing, facilitation and coaching skills
    • Willing to adopt a flexible, hands-on, common-sense, ‘lead from the front’, ‘can do’ approach
  • Training/Qualifications (Desirable)
    • Lean/Six Sigma Certification.
    • BPM Certification (Certification from BPMInstitute.org, ABPMP's Certified Business Process Professional (CBPP®)). See post from the Process Excellence Network on 8 Business Process Management (BPM) training providers.
    • BA Certification (CBAP/CCBA, BCS BA Certification, PMI-PBA, etc)

Please apply with a current CV and a narrative of your skills and experience that demonstrate your suitability for the role.

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Help Desk Analyst (Development Role)

Contract Type
Permanent
Contract Hours - Full Time (40)
Remuneration/ Pay rate: £18k - £20k (dependent on experience)

In the Help Desk role you will have responsibility and Accountability as follows: -

Help Desk
  • Act as first line response for IT via phone calls
  • Monitor incoming Help Desk requests / emails
  • Resolve appropriate Help Desk requests
  • Obtain a precise description of the problem and the circumstances under which it occurs
  • Devising a resolution or possibly a workaround until a permanent solution is found
  • Seeking advice or assistance from colleagues
  • Direct Help Desk requests to appropriate IT team
  • Send out business communication and updates on IT incidents

Monitoring & Reporting
  • Perform daily system health checks
  • Run all necessary daily & weekly reports

Projects & Assignments
  • When required, run small projects (eg Auto Quote rollout)
  • When required, conduct technical assignments – Testing, DBA, Reporting, Infrastructure

You will work with and assist the following team members: -
  • Infrastructure Analysts
  • DBA
  • Development Team
  • Project Team
  • Reporting Team

In order to be successful in this role, you must have a good interest and sound knowledge of IT and possess good technical knowledge. Additionally you should fully operate Excel and be able to produce reports utilising the more complex functions associated with this.

You must be positive in your approach and demonstrate a good, 'can do' attitude. You must be able to demonstrate prioritising and managing a workload in a sometimes pressured environment.

Other key attributes: -

  • Willingness to learn
  • Attention to detail, logical and good at problem-solving
  • Ability to follow processes
  • Team player – conscientious and reliable
  • Have excellent communication skills, both written and verbal

Please apply with a current CV and a narrative of your skills and experience that demonstrate your suitability for the role.

Apply for this vacancy

Customer Service Adviser

EMaC Ltd is the UK’s leading Service Plan provider with a focus on innovation, speed and service. We provide the system, reporting and administration to 1000's of car dealerships across the UK & Europe to allow them to sell a Service Plan.

A full time permanent position has arisen for a Customer Service Advisor to join our busy Operations Team, at our Head Office in Crewe. This position will suit a highly motivated, positive and efficient person who can work within a fast moving team environment.

This role requires the individual to work as part of a team delivering a first class, professional customer service, using a range of communication methods to ensure that where possible customer enquiries are dealt with effectively and efficiently at the first point of contact, delivering excellent customer service standard at all times, in line with the company’s turnaround service level.

Experience of handling a high volume of customer service calls and general administrative duties is essential. The ideal candidate should be confident, have an excellent telephone manner, be able to work well under pressure individually and as part of a team. Attention to detail and computer skills are essential.

Key responsibilities

  • Answering all calls from customers and dealerships, regarding their EMaC Ltd Service Plan accounts
  • Dealing with Direct Debit enquiries, printing of customer documents, and general upkeep of our customer accounts covering all aspects of administration ensuring that queries are resolved efficiently
  • Tracking customer enquiries and responding on behalf of various departments
  • Ensure that the status and image of the Company both internally and externally is maintained at all times
  • Providing excellent customer service in line with our departmental standards, procedures and guidelines
  • Providing comprehensive service to customers advising on services available, Building effective relationships with customers both internally and externally
  • Dealing appropriately with customer queries received via the telephone, e-mail and post/return providing written responses to confirm the outcome/action

Skills and Experience

  • Ability to deal with customers on an external level
  • Liaising with internal departments
  • Ability to work well and remain calm with a professional approach under pressure, producing a high standard of work
  • Confident on approach
  • Administrative experience
  • Well organised and self-motivated
  • Candidates must have good communication skills and hold a polite confident professional telephone manner at all times
  • General PC skills
  • Fast learner, to fit in with the busy office environment
Apply for this vacancy