Business Analyst

Salary: Competitive | Company Benefits

Location: Walsall, West Midlands

Contract: Full Time | Permanent | 37 hours per week

Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.

The Role

Working closely with clients, technical teams, and product specialists, you will translate business needs into clear, actionable requirements and support delivery across the full project lifecycle.

This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is confident engaging with stakeholders at all levels to drive successful outcomes.

Key Responsibilities

• Support end-to-end implementation of SaaS billing and CRM solutions across discovery, design, UAT, and go-live
• Capture, prioritise, and refine business requirements into high-quality user stories, acceptance criteria, and functional specifications
• Act as the key liaison between clients and technical teams, ensuring clarity and alignment on requirements and solutions
• Maintain and groom client backlogs, contribute to product improvements, and support roadmap discussions
• Analyse issues, assess change requests, and identify opportunities to enhance products and processes
• Clearly communicate complex concepts to non-technical audiences and support client understanding and adoption of solutions

What You’ll Need

• Minimum 6 years’ experience as a Business Analyst, including working with international/offshore teams
• Bachelor’s degree in Business, IT, Operations, or a related field
• Business Analysis certifications (e.g. CBAP, CCBA) are advantageous
• Experience with both Agile and Waterfall methodologies
• Proficiency in Jira and Confluence, with experience using process modelling tools (e.g. Visio)
• Familiarity with tools such as Lucidchart or Miro
• Strong analytical, communication, and stakeholder management skills
• Experience with utility billing systems and CRM platforms (Salesforce)

What You'll Get

• Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days
• Financial & Life Assurance: Company Pension Scheme with salary sacrifice options
• Health & Wellbeing: Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents
• Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers
• Professional Development: Hands-on training and ongoing career development opportunities
• Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
• Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.

At South Staffordshire Limited, inclusion matters. We have a wide range of employee networks which are employee-led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.

We are committed to building a team that reflects the diversity of the communities we serve.

We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.

We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.