Business Analyst - CRM

We have a fantastic opportunity available for a Digital Business Analyst to join our proactive digital CRM team at Wokingham Borough Council, on a full time, 12-month fixed term contract. As Digital Business Analyst, you'll work on exciting CRM projects that directly impact our residents and streamline council operations. You'll identify and analyse digital processes to uncover opportunities for service improvement, efficiency gains, and enhanced resident experiences. You'll play an important role in driving the council's continued programme of digitalisation. You'll help implement key design principles to reduce demand, improve customer experience, and streamline operations. This includes:

• Empowering customers and communities
• Leveraging automation to increase efficiency
• Enhancing access to services and information
• Helping us ensure we resolve customer inquiries promptly
• Standardising technology and processes, Collaborate closely with stakeholders to understand their business challenges and needs.
• Establish yourself as a trusted advisor within service lines provide insight, questioning, consultation and solutions to meet the needs of residents.
• Proactively analyse processes, identifying opportunities where CRM based solutions can streamline operations, including opportunities for automation, interoperability and application rationalisation.
• Assess incoming requests, liaising with services and prioritise requests in alignment to corporate priorities.
• Collaborate with stakeholders to support, elicit and document functional and non-functional requirements.
• Support the team in the design to implementation process for effective CRM solutions, ensuring they align with agreed business objectives and user needs.
• Facilitate and support services with the testing and implementation of their CRM solutions, ensuring a smooth transition.
• Remain up-to-date on CRM capabilities, features and Netcall developed solutions., Whilst this is a fixed term contract appointment, for anyone already employed by Wokingham Borough Council this would be classed as a secondment if successful. Therefore, the usual permission requests for secondments apply and you must speak to your line manager in the first instance before applying.
If your application is shortlisted for an interview, you will be required to provide proof of your right to work in the UK at that stage. Additionally, successful candidates must present proof upon receiving a job offer. Please note that all offers are conditional and subject to the satisfactory completion of pre-employment checks. Please be aware that we will be reviewing the applications we receive on a daily basis, and we reserve the right to close the advert early if suitable candidates are identified. Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment. Wokingham is an equal opportunities employer.


• Proven experience as a Business Analyst, ideally within a public sector or similar environment.
• Strong analytical skills and the ability to think critically and creatively.
• Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• A solid understanding of CRM and related digital technologies and their potential applications.
• A passion for innovation and a desire to make a positive impact on our community.
• Highly developed organisational skills, with the ability to work independently as well as part of a team.
  
  Not only is this an excellent opportunity, but it's a fantastic time to join our team. You will receive an extensive range of employee benefits including:
A generous annual leave entitlement of days 30 (rising to 35 days after 5 years continued local government service), plus Bank Holidays An excellent local government pension scheme An employee assistance programme including 24/7 wellbeing helpline A range of local & lifestyle discounts Use of a free onsite gym (located at Shute End office) Salary sacrifice car & cycle to work schemes And much more!