Business Analyst - Support and Implementations

Business Analyst - Support and Implementations

Location: Raynes Park, London
Working Pattern: Hybrid Working (following training, colleagues can work predominantly from home with an expectation to attend the office approximately once per month)
Team: Product Delivery, Reed IT

About Reed

Reed is the UK's largest family-run recruitment business, founded on the belief that work should improve lives. We have been helping people and businesses succeed for over 60 years and continue to invest heavily in technology, innovation and our people.

When you join Reed, you're joining a business that genuinely values career progression, wellbeing, flexibility and personal development. Our culture is built on trust, collaboration and making a positive difference.

The Opportunity

We are looking for a Product Support Business Analyst to join our Product Delivery team and play a key role in supporting and enhancing our CRM platforms.

This is a fantastic opportunity for a naturally curious problem-solver who enjoys investigating complex issues, working closely with stakeholders and delivering improvements that have a real impact on users across the business.

You'll act as an escalation point for our Service Desk, taking ownership of complex system issues, identifying root causes and working with development and product teams to deliver effective solutions. You'll also help drive continuous improvement by gathering user feedback, delivering training and supporting the implementation of new functionality.

Key Responsibilities

• Act as an escalation point for complex XMS/X3 queries raised by users and the Service Desk.
• Investigate issues thoroughly, identify root causes and provide detailed analysis and recommendations.
• Create reproducible test cases and work with development teams to resolve system issues.
• Deliver training and support to users across the business through workshops, user guides and training videos.
• Support the implementation and adoption of new product functionality.
• Continuously gather and analyse user feedback to improve the user experience.
• Partner with Product Designers, Business Analysts and Development teams to share insights and influence future enhancements.
• Communicate system updates, improvements and changes clearly to stakeholders.
• Manage and support product improvement initiatives and client-specific re-implementation projects.

• Work collaboratively across Reed IT and wider business teams to ensure timely resolution of issues and delivery of solutions

About You

We're looking for someone who:

• Has strong analytical and problem-solving skills.
• Enjoys investigating complex issues and finding practical solutions.
• Can build strong relationships with a variety of stakeholders.
• Is an excellent communicator, capable of explaining technical information to non-technical audiences.
• Has strong organisational skills and can effectively prioritise competing demands.
• Takes a proactive approach to continuous improvement.
• Thrives in a collaborative, team-focused environment.

• Demonstrates resilience, creativity and a results-driven mindset

Why Join Reed?

At Reed, we recognise that our people are our greatest strength. In return, we offer:

• Hybrid working with flexibility around where you work.
• A modern office based in Raynes Park, London.
• Industry-leading learning and development opportunities.
• Clear career progression pathways across the Reed Group.
• Generous holiday allowance with opportunities to buy additional leave.
• Pension scheme.
• Life assurance.
• Employee assistance programme and wellbeing support.
• Discounts and rewards through our employee benefits platform.
• The opportunity to work for a values-led organisation that genuinely invests in its people.

Join Reed and help shape the future of our technology platforms, delivering solutions that support colleagues, clients and candidates across the business.