Cognizant
Business Analyst – Home Services
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About The Client
Our client is a leading organization in the Home Services sector, focused on driving business and technology transformation across customer service, field operations, billing, payments, and operational delivery. The client is committed to delivering measurable business value through process excellence, digital innovation, and customer-centric operations.
Role Summary
We are seeking an experienced Business Analyst with strong domain expertise in Home Services, Order-to-Cash, and Work-to-Cash processes. The role will support business and technology transformation initiatives across customer service, field operations, billing, payments, work management, and operational delivery. The successful candidate will work closely with the client's business stakeholders, product owners, delivery teams, and technology partners to analyze current-state processes, define future-state requirements, and ensure solutions deliver measurable business value.
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Key Responsibilities
- Engage with the client's business stakeholders to understand strategic objectives, operational challenges, and transformation priorities across Home Services operations.
- Analyze end-to-end Order-to-Cash and Work-to-Cash processes, including order capture, appointment booking, field work execution, job completion, customer billing, payment collection, refunds, and exception management.
- Document current-state processes, identify pain points, and define future-state business processes aligned to operational efficiency and customer experience goals.
- Elicit, analyse, and document business requirements, functional requirements, user stories, acceptance criteria, process maps, and business rules.
- Work with product owners, solution architects, delivery teams, and third-party suppliers to translate business needs into practical technology and process solutions.
- Support backlog refinement, sprint planning, solution design workshops, testing preparation, and implementation readiness activities.
- Collaborate with operations, finance, billing, contact centre, field services, and technology teams to ensure requirements are complete, traceable, and aligned to business outcomes.
- Support data analysis, impact assessment, gap analysis, benefits definition, and change readiness planning.
- Facilitate workshops, interviews, walkthroughs, playback sessions, and stakeholder reviews to validate requirements and proposed solutions.
- Support user acceptance testing by defining test scenarios, reviewing test coverage, resolving defects, and ensuring business sign-off.
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Working Model
This is a UK-based hybrid role, with work performed across the client's Windsor and London locations and remotely from home. The candidate should be comfortable travelling between locations and attending on-site sessions when required for workshops, stakeholder meetings, or key delivery milestones.
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