Real Time Analyst

About The Role

Hybrid role - 2 days a week in the office, 3 days a week at home.

Overall Job Purpose

Vitality are looking for a dynamic and experienced Workflow System Analyst to maintain our Backoffice systems and tools used to deal with email channel. In addition, the Workflow System Analyst will partner closely with other teams within Vitality to deliver mission critical initiatives, while devising solutions and tools that will benefit Operations. This role requires excellent troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical environment. At the core of the position is high attention to detail, and delivering high quality results on time. The role will provide a high degree of autonomy and is a great opportunity to work in a multi-channel team.

Accountabilities

• Responsible for the ongoing support, user training and maintenance of our Workflow systems and tools. Troubleshooting any issues with or enhancements to Workflow Systems and coordinating to ensure the proper resolutions are met in a timely manner.
• Ensures the accuracy and timeliness of all data flowing to and from Workflow systems.
• Setup user access to systems and/or services. Creates and updates profiles, permissions, and maintains user accounts.
• Evaluate and Advise to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency.
• Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
• Participate in cross-functional activities (internal IT support teams and vendor technical support ) such as requirements gathering, review and user acceptance testing.

Skills Required

Essential

• Experience in a Workflow position, or relevant Resource Planning experience (Forecasting, Scheduling, Real Time Management) required
• Demonstrates high degree of ability to analyse data, using the data to drive decision making and implement effective resolutions
• Highly self-motivated with good problem-solving skills. With a mature attitude and a willingness to assume responsibility.
• Excellent communication skills, both written and verbal and to be able to work with all levels within the organisation building a trusted partnership
• Excellent MS office application knowledge including Excel & Access. Knowledge of working with databases and VBA would be desirable
• Experience defining requirements and using data and metrics to draw business insights
• Team player who is able to work independently.

Desirable

• 2+ years previous experience in a Resource planning role as a RTA or Analyst
• Proficient with telephony (Noble & Avaya), WFM systems(Aspect) and Experience with backend tables in Workflow solutions, preferably with Verint Operations Manager
• Advanced SQL
• Advanced EXCEL and VBA

About Us

Vitality is an award-winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices – a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members.

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be hybrid home/office working, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.

If you have any questions, please contact: recruitment@vitality.co.uk.