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)