Business Analyst - Managed Services
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Title: Business Analyst – Managed Services (IT Projects)
Location: Any of Sheffield, Chorley, Brighton or Camberley with Travel required to all
Company Overview:
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £104m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 85 for November 2023. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 470 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.
FluidOne supports the needs of 2300 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.
Led by CEO Paul Kahn, co-founder Chris Rogers (who started the business in 2006) and CFO Graham Dickie, the management team is backed by Livingbridge to support their ambitious long-term strategy.
Full Job Specification:
We are seeking an experienced Business Analyst within Managed Services to play a pivotal role in mapping, analysing, and redesigning our core business processes. This role will be key to bridging our current operations with The Halo PSA best-practice framework, supporting a smooth and efficient system implementation.
Following the Halo PSA project, the successful candidate will continue to support and lead other internal business improvement and transformation initiatives.
Main responsibilities:
- Map and document current business processes across service delivery, operations, sales, and finance.
- Perform a detailed gap analysis between existing processes and Halo PSA best-practice workflows.
- Work closely with department heads, process owners, and project managers to align business requirements with the implementation roadmap.
Experience / Qualifications:
- Proven experience as a Business Analyst within an IT Managed Service Provider.
- Strong understanding of ITSM and PSA processes (e.g. Service Desk, Projects, Finance, CRM, Asset Management).
- Hands-on experience with Halo PSA or comparable tools such as ConnectWise, Autotask, or ServiceNow is highly desirable.
- Excellent documentation, analytical, and communication skills.
- Demonstrated ability to facilitate workshops, capture requirements, and translate them into actionable outputs.
Benefits:
- Generous Holiday entitlement
- Day off for your Birthday
- Subsidised Healthcare & Cash Plan
- 5% company pension contribution
- 3 x Life assurance
- Half-price home internet (conditions apply)
- Cycle to Work scheme
- Volunteer day
- Breakfast and snacks in the office
- EAP helpline, wellbeing support