Job Description

Connect2Luton are excited to recruit a Technical Business Analyst on behalf of Luton Borough Council.

Main purpose of position:

The Technical Business Analyst will be working with the Telephony Replacement and Transformation Project Managers to support the migration from current legacy /traditional phone solution to new model (soft phones, UC, new contact centre platform) and providing services Borough wide including call centres. Adapting the existing structure with new functionality - interfacing with mobiles and laptops - negating the need for desktop phones. Whilst improving the resident experience and unifying the ways people contact the organisation.

A user profiling exercise is to be conducted to understand the business needs across the whole organisation including contact centre and departmental teams. To inform the final new design and licensing numbers for the new solution.

Skills and Experience:

• Strong technical Business Analysis experience with capability to capture and record technical requirements using a variety of approaches (e.g. interview/workshop)
• Experience of working on 1 or more Telephony projects including within a call centre is required.
• Exposure to Telephony projects involving Unified Comms (UC), VoIP, legacy telephony systems, MS Teams and contact centres. Knowledge of PCI compliance.
• Able to convert these requirements into the format needed to support the project
• Able to communicate technical information/concepts with technical and non-technical stakeholders/users/internal IT colleagues
• Challenge/question the 'normal' way things are done.
• Worked with 3rd party suppliers
• Logical approach to work and attention to detail
• Public sector knowledge will be beneficial.

About Us

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.

We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.

Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.