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)
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