Business Analyst - Customer Engagement

You’ll be critical to the IT service management lifecycle as you capture business requirements and ensure that our Service Delivery teams are operationally ready to deliver
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Who we are

The Workshop is a tech company that develops incredible software for the online gaming industry. Living by the motto “Fearlessly Forward,” innovation is at the centre of everything we do, whether it’s our games, new products and technologies. We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes.Our strength lies in the diversity of our skills, and that comes from the diversity of our people. The Workshop is committed to being a diverse and inclusive workplace where we learn from each other, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof,) and programming language preference. As an equal opportunity employer, we offer a pleasant, supportive place to work – whoever you are. It’s a place where you can try new ideas, take risks, and move Fearlessly Forward.

What you'll do

You’ll be critical to the delivery of IT services to our customers as you methodically capture business requirements and translate them into work instructions and processes to ensure that our service delivery teams are operationally ready to provide ongoing support. Working hand-in-hand with your stakeholders – from clients and business sponsors to product owners and end users – you’ll define AS-IS and TO-BE processes, pinpoint limitations and recommend improvements. In short, you’ll be a key person in improving the way we deliver services.

It means getting all business requirements defined in detail for our Service Delivery teams and checking that any new functionality is exactly how it was requested in the business requirements. As part of that, you’ll be closely involved in all meetings which require requirements clarifications, requirements prioritization and new functionality feedback.

You’ll be part of a super-motivated Service Delivery team spread across the globe providing 24x7 support to a range of customers. As part of your role you will:

• Capture business requirements for a variety of services in different areas of the organization. 

• Engage with IT and the business to understand how data-driven changes to process, products, services can improve efficiencies and add value.  

• Identify and prioritize technical support requirements based on business value.  

• Carry out customer research to help identify improvements to existing products and tools.  

• Translate business requirements into functional and non-functional requirements using agile artefacts.  

• Identify customer journeys and user flows and incorporate them into the analysis and requirements for each deliverable.  

• Analyze and manage any day-to-day requirements changes keeping business sponsors and agile delivery teams informed.

What you'll bring

• Demonstrated experience in Business Analysis in the Service Delivery / IT Services Management / Operational Readiness arena

• Have a curious mind with a passion for problem solving, detail-oriented, organized and have good facilitation skills  

• General understanding of how systems, products and tools work 

• Experience in requirements leadership across Service Delivery teams  

• Demonstrated experience in stakeholder management as well as gathering and documenting requirements techniques using Agile artefacts  

• Familiarity with Service Management and improvement methodologies such as ITIL, Lean Six Sigma and Kepner Tregoe is a plus

• Good at getting things done in a fast-paced, fast-changing environment 

• BCS Foundation in Business Analysis Certification or any equivalent certification is a plus

What's in it for you

  • Challenging and fulfilling work at an innovative, global company that uses cutting-edge tech
  • Global work experience in an agile methodology
  • International, friendly and inclusive multi-cultural environment (over 35 nationalities that speak altogether almost 30 languages!)
  • Competitive salary and relocation packages for you and your family
  • Flexibility of working from home/office to stay both safe and collaborative
  • Relocation package for you and your family to Malaga
  • Flexible working hours, well-being programs, learning and growth opportunities
  • Team building events, learning labs, Hackathons/Designatons 
  • Opportunity to shape the tech community inside and outside of The Workshop, mentoring and sharing knowledge with others

Sounds good? Then we’d love to hear from you.

Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!


Calle Severo Ochoa, 16
29590 Málaga Directions View page

Our culture

We’re lucky enough to have a home in two of Europe’s best tech cities – London and Malaga – and are proud of our diversity. Our Inventors represent over 40 different nationalities and almost 30 languages.

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