Process & IT Business Analyst

ZipRecruiter; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading travel company in London is seeking a Process & IT Business Analyst to enhance operational efficiency and collaborate with stakeholders. Ideal candidates should have strong analytical skills, a Bachelor's degree, and proven experience in business analysis. This role offers the opportunity to contribute to various improvement projects and work in a dynamic team environment.

Benefits

Pension

Cycle to work scheme

Travel discounts

Qualifications

• Proven experience as a Business Analyst.
• Minimum of 3 years of experience in business analysis.
• Familiarity with process mapping and modelling techniques.

Responsibilities

• Analyze current operational processes and identify improvements.
• Collaborate with stakeholders to gather business requirements.
• Support the integration of new tools and systems.

Skills

Process mapping

Analytical skills

Communication skills

Problem-solving skills

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office Suite

Google Workspace

AS400

CRM and ticketing systems

Job description

Job Description

Process & IT Business Analyst (BA)

Join MIKI Travel and take your career to new heights. With over 55 years of experience, MIKI Travel is a leading wholesale travel provider, creating unforgettable global adventures. As a premier private travel company with 36 offices worldwide, we're proud of our legacy of excellence. Be part of our team and help shape unique tours, group excursions, and ground services that redefine travel. Grow your career in a dynamic environment focused on innovation, customer satisfaction, and strong partnerships. Fuel your career with opportunities for growth, powered by values of quality, innovation, and commitment that shape the Miki way.

Role Summary:

The Process & IT Business Analyst analyses current operational processes, identifies bottlenecks, and proposes improvements to enhance efficiency, particularly within the Hotel Operations workflow. This role involves translating business needs into technical requirements for new systems, developing and implementing strategies, and collaborating with stakeholders for successful adoption of new procedures. They will also conduct process audits and performance assessments. This vital part of the Hotel Operation division collaborates extensively with Product Owners, Project Teams, and the PMO from project initiation to closure, often managing multiple projects simultaneously.

Excellent communication skills, some industry knowledge, experience of Operational Improvement Projects/Business Change Management, facilitation, and documentation skills are essential for this role. For smaller projects, the PM and BA roles may be combined, requiring basic project management skills. A key aspect of this role is engaging with the business and facilitating user meetings to analyse root causes and justify business value.

Key Responsibilities:

Process Analysis and Improvement:

• Map out current operational processes (e.g., "over bookings" control, allotment recycling, internal and external communication).
• Identify inefficiencies, bottlenecks, and areas for improvement.
• Propose and document optimized processes and solutions.
• Assist in the implementation of new or improved operational processes.
• Analyse current business processes, workflows, and procedures to identify areas for improvement.
• Develop and implement optimized processes and procedures to enhance efficiency, productivity, and customer satisfaction.
• Conduct thorough data analysis and process mapping to identify obstacles, inefficiencies, and opportunities for improvement.
• Develop and execute strategies to enhance business processes and operations.

Requirements Gathering and Documentation:

• Collaborate with business stakeholders to understand and define business objectives and requirements for new projects (e.g., new inventory systems, CRM/ticketing systems, AI initiatives).
• Translate business needs into clear and detailed functional and non-functional requirements.
• Work with IT teams to ensure technical solutions align with business needs.
• Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Collaborate with various departments to gather and document business requirements.
• Translate business requirements into detailed system requirements and technical design specifications.
• Investigate, model, define, refine, and document necessary business processes.
• Maintain detailed documentation of business processes, requirements, and changes.
• Contribute to the development of training and implementation materials.

System Implementation Support:

• Provide analysis for potential system changes, including “legacy system” changes (AS400 based) , and evaluate the feasibility of new platforms.
• Support the adoption and integration of new tools and systems (e.g., ticketing systems, CRM framework).
• Analyse existing human processes for AI/automation initiatives (e.g., automating email reading and allocation).
• Develop and implement relevant processes and technologies to optimize the organization’s internal operations.

Project Support:

• Work closely with project managers and other BAs to ensure project alignment with business goals.
• Contribute to the prioritization of projects based on revenue , cost reduction, and strategic impact.
• Learn from past project outcomes to avoid repeating mistakes and ensure successful implementation of new initiatives.
• Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.

Communication and Collaboration:

• Facilitate communication between business units and IT teams.
• Engage with stakeholders to gather feedback and ensure solutions meet their needs.
• Collaborate with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
• Communicate with shareholders and stakeholders to ensure alignment on proposed changes.
• Provide training and support to team members on new processes and best practices.
• Communicate effectively with stakeholders to understand their needs and present findings and recommendations.

Monitoring and Evaluation:

• Monitor and evaluate the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement.
• Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments.
• Stay updated on industry trends, emerging technologies, and process improvement methodologies.
• Continuously monitor and improve services, processes, and systems based on feedback and lessons learned.

Reporting:

• Generate comprehensive reports and presentations to convey insights and recommendations to management.
• Conduct demand analysis for services and ensure appropriate investments for delivery.

Quality Assurance:

• Verify that solutions meet business needs and requirements through thorough testing and validation.
• Support integration and acceptance testing, including sprint planning and User Acceptance Testing (UAT).

Qualifications:

• Proven experience as a Business Analyst, particularly in process mapping and improvement.
• Ability to distinguish between different types of BA needs (operational efficiency vs. new platform introduction).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with various business systems (e.g., AS400, CRM, ticketing systems, Google workspace) is a plus.
• Ability to work effectively in a dynamic environment and manage multiple priorities.
• Bachelor’s degree in Business Administration, Management, Information Technology, a related field, or equivalent relevant experience.
• Minimum of 3 years of experience in business analysis or a related field.
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM, or ISO 9000:2000.
• Familiarity with process mapping and modelling techniques.
• Ability to manage and perform multiple complex tasks as part of the daily work assignment.
• Proficiency in Microsoft Office suite, including Excel, PowerPoint, and Visio.
• Strong communication and presentation skills to effectively communicate process changes and recommendations to stakeholders at all levels.
• Proficiency in data analysis tools and techniques.
• Advanced knowledge of Google Workspace / Office 365
• Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
• Ability to work effectively with diverse teams and stakeholders.

skills and qualifications:

• Relevant certification in business process management or a related field.
• Working knowledge of process improvement methodologies, such as Lean Six Sigma.
• Knowledge of specific industry regulations and standards.
• Experience in change management methodologies.
• Familiarity with data analytics and visualization tools.
• Experience in Business Analysis within a Tour Operator/the Travel Industry

Company Benefits:

• Pension
• Cycle to work scheme
• Flu jabs
• Eye tests
• EAP
• Retail and cinema discounts
• Travel discounts
• Life assurance
• Income protection