Contract Opportunity - Business Analyst (Web Chat Implementation) - 3 Months, Inside IR35
Harvey Nash is looking for an experienced Business Analyst to support the implementation of a new web chat function within a customer contact operation. This role will focus on gathering requirements, mapping processes, engaging with stakeholders, and ensuring a smooth rollout of the system.
Key Responsibilities:
- Gather and analyse business requirements for the web chat and email system.
- Work closely with IT teams, customer service teams, and key stakeholders to define workflows and user journeys.
- Support system configuration, testing, and troubleshooting.
- Document processes, requirements, and training materials to support adoption.
- Identify potential risks and recommend improvements for a seamless transition.
Key Skills & Experience:
- Proven experience as a Business Analyst in a contact centre or customer service environment.
- Strong understanding of digital customer engagement across multiple channels (calls, emails, web chat).
- Experience working with CRM platforms and customer contact software.
- Excellent stakeholder management, process mapping, and problem-solving skills.
Contract Details:
- Location: Hybrid (Home-based with occasional travel to offices in Central Scotland).
- Duration: 3 months (Inside IR35)
