Customer Operations Business Analyst

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Customer Operations Business AnalystApply locations Dublin time type Full time posted on Posted Today time left to apply End Date: August 20, 2025 (13 days left to apply) job requisition id R0075907

Join us, be part of more.

We're so much more than an energy company. We're a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn't rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That's why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

We're the pride of Ireland. Bord Gáis Energy have been powering the nation's homes and businesses for almost 40 years. But now, we're so much more than just gas and electric.Through our unique combination of household heroes and energy assets, we're at the heart of the energy transition in Ireland, strengthening the country's energy security and helping customers get ready for a net zero future.

We are seeking a Customer Operations Business Analyst to join our team As a member of the business readiness core team, in this role you will be responsible for coordinating and working with key stakeholders to define and document Customer Operations business requirements related to all changes.

You will assess impacts of changes, and will be responsible for capturing, analysing, documenting and supporting the communication and delivery of requirements to our primary stakeholders. This is not a technical role.

What will you do?

• Perform Business Readiness activities to support the delivery of the Bord Gáis Energy Roadmap and business objectives across internal functions and external providers.
• Work in partnership with business and technology delivery teams to capture, analyse, define and document deliverable business change requirement for Customer Operations.
• Document End to End customer journey processes and business processes to ensure end state is understood and clearly defined including people, products, processes and partners.
• Engage with the Business Process Librarian and project teams to ensure processes are documented using standards and stored in the corporate repository.
• Drive analysis to identify the systems, processes and people impacts arising from agreed business requirements and translate requirements into operational models.
• Represent Customer Operations interests during the design and development processes.

Here's what we're looking for:

• Significant experience as a Business Analyst
• Strong working knowledge of Contact Centre operations
• Possess an excellent understanding of change and project management with experience supporting change in complex and multifaceted sales and service environments.
• Significant Business Analysis delivery in Agile/Iterative/Waterfall
• Experience working with multi-disciplinary teams
• JIRA, ARIS, Data analytics experience an advantage
• An in-depth knowledge of Business Readiness & implementation activity within an operational environment
• Strong problem-solving skills; considering business process and environmental changes
• Proven experience in documenting business requirements, process mapping and data mapping.
• Ability to act as a subject matter expert on systems and business processes
• Experience managing relationships between business and IT
• Proven ability to manage multiple activities, work proactively and prioritise workload

Why should you apply?

We're not a perfect place – but we're a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That's why we've designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too.Visit the link below to discover why we're a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/bordgais

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.

We are CentricaWe're powered by purpose

Through innovative green products, intelligent energy solutions and developing smarter ways to use and save energy, we're not just part of the energy transition, we're leading it. Our commitment goes beyond sustainability. Together we're bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why.

We're looking for people to add to our culture – not fit in with it. We're building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong. Real inclusivity also means supporting the different realities our people face. That's why we have the UK's best Carers Policy and are continually building our approach to flexibility and wellbeing. Of course, we love having fun too. We're a people place after all.

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