Client Data Analyst

A large Financial Services company is looking for a Client Data Analyst to join their global IT team

Job Purpose:
An understanding of the Packaging, Retail, Loyalty and online enrolment process. The Analyst will coordinate pan-European enrolment analysis activities, ensuring the continuous evolution towards a global business and customer service vision. Provide skills and ability through SQL & XLS query and analysis enrolment data. To select and prepare meaningful data for a number of purposes including datafixes for anomalies found within the enrolment/fulfillment data.

Duties/ Responsibilities:
1 Understand how the system is functioning operationally throughout the whole customer lifecycle to ensure that the system is performing the way it is expected to by internal & external clients when enrolling members. In addition to this running complex SQL queries within the system and validating data to assure data integrity and processes functionality.
2. To be intimately familiar with Client’s data, their processes and activities and expectations (SLA) enabling the Business Operations Team(s) to be at maximum readiness/preparation to respond to Clients needs and/or to proactively recommend risk mitigation, revenue generating or cost saving activities.
3. Manage the fault diagnosis, analysis and escalation procedure, including;
The Initiation and update of “calls” within the problem ticket system (Support Works) with appropriate information in a timely manner
Managing issues from identification to resolution (fix/release)
Responsible for Owning and Escalating business critical / SLA issues
Negotiate fixes into software releases
4. Manage the enrolment aspect of UAT for all relevant hardware & software upgrades or releases and launches and perform role where necessary.
Review fix against original issue for suitability in defect management process and Business approval in post implementation reviews
Plan, Manage & Perform UAT and Regression Testing for issues owned by Enrolment Ops.
5. Analysis and assessment of existing enrolment processes to establish pan-European best practices, to apply strategic business judgment to allow for the Enrolment Manager to make key strategic decisions. Creating new enrolment report requirements and maintenance of current existing AI enrolment reports

Enrolment:
•Understand all appropriate Client and vendor processes, data & Internal SLA’s and the potential impact (or benefit) to the Business.
•Liaise closely with Client Management, Client Data and the Launch Team to ensure Client data is correctly specified and processed in line with SLA’s – including management of rejected data
•Liaise with client to investigate root causes for data transfer and data quality issues
Fulfilment
•Be familiar with all appropriate vendor processes, data, SLA’s and the potential impact (or benefit) to the Business. Monitoring and documenting of the processing of fulfillment data records from SIEBEL into the Fulfillment process, escalating issues where found.
System Maintenance & Improvement:
•Participate in Change Management to assure functionality of Applications supporting the business
•Represent Enrolment Ops within change and improvement initiatives & projects acting as 1st point of contact & subject matter expert
Reporting:
•Establish and/or contribute to MI for Operations & Local Management Teams as required
•Validate data extracted for internal and external use
•Manage issues related to data extracts & quality of extracted data
Billing:
•Be familiar with the business processes.

Major Challenges:
The role requires a thorough understanding of the Business and Application processes as well as Products and Services to facilitate the analysis of issues where the system fails to meet the Business’ requirements, where Business changes are required and for all new enrolment initiatives. To understand their European enrolment process over multiple media’s and systems.

The main challenge is to maintain a sufficient level of understanding of the changing Business processes and Application workflows to be able to perform “basic” Business Analysis, manage all interdependencies within complex systems and communicate with various areas of the business.

Person Specification:
Essential
• Good level of academic achievement or ability must be demonstrated in spoken & written English and Computer Studies
• 1 – 3 years related experience
• 1 year experience in UAT testing on a primary business application covering Contact Centre and Enrolment data
• Excellent interpersonal skills, ability to communicate at all levels of the organisation
• Good general understanding of computer systems and complex software systems
• Excellent Excel skills and able to produce pivot tables, graphs and analytical reports
• In-depth appreciation of subscription system logics
• Good Project Management skills
• Good Business Analysis skills
• Understanding of UAT testing process
• Good MS skills, Word, PowerPoint
• Decision Making
• Change Management
• Conflict Resolution
• Commitment to Excellence
• Strategic Thinking
• Attention to detail

DESIRABLE
• Project Management Qualification
• IT Related HNC/HND
• German, Spanish, Norwegian, Italian and French Language
• Experience in an IT Software Development environment
• 1 years experience in a Siebel Software Implementation environment
• 1 years experience in a multinational, multilingual environment
• Good general (Siebel) software programming background
• Working knowledge of querying databases using SQL
• UAT / SIT Testing
• Use of Automated testing utilities
• Visio, MS Project skills

If you would like to apply for this role or find out more, please apply or contact Catherine Shepperson at Robert Walters on 020 7509 8997 or catherine_shepperson@robertwalters.com quoting the reference 1168220ICU