Business Analyst (CRM Support)

Focus of the Role

As a Business Analyst (CRM Support), you will interact closely with our internal stakeholders across the organisation to support data driven initiatives aimed at improving the collection, maintenance, and analysis of data. You will have working experience of maintaining CRM systems and supporting internal users.

The Business Analyst will report to the Database Manager (CRM) based in London and will form an integral part of the Business Operations team. This team sits within the newly established Strategy & Partnership department which leads and oversees the Institute’s strategic direction and growth.

The Strategy & Partnerships department (S&P) is one of three business critical departments of TBI. It has the specific responsibility for futureproofing growth, developing scalable partnerships, innovating in tech and securing financial resources to measurably advance the Institute’s operational goals and drive sustainable impact.

This is a unique and exciting opportunity to join a truly global organisation at a time of accelerated growth. High visibility, high priority CRM and data driven projects will allow you to work with a wide range of teams across the organisation, acquiring extensive experience in internal customer support alongside building on your data analysis and systems problem solving expertise. You will have opportunities for coaching and mentorship from senior colleagues, and we can provide training on our systems to set you up for success.

Job Introduction

This role will suit you if you are a data driven people-person, confident with software problem-solving and operations, and have a passion for global change. This is both a rewarding and positively challenging role.

TBI works on a hybrid model with a minimum of 2 flexible days work from the office but we will also accept applications from candidates based across the UK working remotely who would come to the office in London on a monthly basis.

Please note, it is essential you have an existing right to work in the UK to apply for this role.

Key Responsibilities

• ­­­­­­­­­­­­­­­­­­­­­­­Build and maintain excellent working relationships with internal stakeholders
• Lead engagement with internal stakeholders to document business requirements
• Gather requirements and capture complex business processes for stakeholders and translate into functional specifications and business requirements
• Provide ongoing support and maintenance of Dynamics 365 acting as the 1^st line support
• Triage support tickets and escalate complex support issues in line with SLA’s to 2^nd/3^rd line support while continuing to work closely with to reach resolution
• Identify, design and implement configurations of the system to meet business needs
• Produce regular reports to capture and share user feedback with an aim to reduce user tickets
• Design user documentation, including user guides and deliver user training
• Maintaining data standards, review data integrity levels, and conduct regular data cleansing

Person Specification

• Working knowledge of Microsoft Dynamics 365 and experience working with CRM systems
• Excellent Excel skills & experience in analysing and cleaning up big data sets, and understanding of data integrity
• Confident extracting data, building quantitative models and dashboards in Excel, visualising data and drafting end to end reports
• Experienced in dealing with complexity
• Strong time management, ability to prioritise and meet deadlines
• Entrepreneurial mindset, enthusiastic changemaker with a can-do attitude and the ability to work with continually evolving business needs
• Confident speaking, collaborating and building relationships with different cultures and nationalities
• Experience in a start-up, business, consulting, finance (internships included)

Desirable but not essential

• Working knowledge of SharePoint
• Graduate level Bachelor degree in Business/Economics/Marketing/ STEM subject or a relevant discipline
• BCS certifications: International Diploma in Business Analysis, or Business Analysis Practice, or Requirements Engineering
• Working knowledge of other Microsoft products specifically Visio, Power Apps, Power Automate

About The Institute

The Tony Blair Institute (TBI) is a mission-driven not for profit organisation. We exist to equip political leaders and governments to build open, inclusive and prosperous societies. We work hard, every day, to make a difference. When governments work well they are able to create economic and social change in a way that promotes fairness, social justice and opportunity. We work relentlessly to support leader and governments with the challenges they face. Giving them practical solutions and actionable insights, that once implemented, can be transformative for their people  

We do this within two connected divisions: 

 Government Advisory 

Our Government Advisory teams work directly with political leaders and governments around the world to implement reforms that improve the lives of their citizens. It works with a variety of partners and its outputs cover a range of disciplines and projects across countries in Africa, the Middle East, Eastern Europe and South Asia.

 Policy Futures 

Our Policy Futures work encompasses three broad areas: 

• Renewing the Centre: developing a bold and innovative domestic policy programme to help renew the centre ground of British politics; 
• Tech and Public Policy: exploring the policy challenges and opportunities presented by the technological revolution; and 
• Extremism Policy Unit: creating solutions designed to tackle the threat of extremist ideologies in the UK and around the world. 

As an organisation, the core beliefs we all embrace are: 

• Open and Progressive: you’ll believe in the value of teamwork 
• Bold and Pragmatic: you’ll approach everything you do with integrity and authenticity 
• Optimistic Changemaker: you’ll be focused on results 

TBI believes embracing diversity and inclusion make us a better place to work.  It’s our goal to reflect everyone in society and we actively welcome applications from individuals and groups who are under-represented in the workplace. We celebrate difference be it ethnicity, religion, age, gender or gender identity, sexual orientation or disability. We will only ever assess you on your abilities and fit for a role. We’re happy to discuss any adjustments you need to ensure a level playing field during recruitment and, if you\'re successful, discuss any adjustments you might need to thrive in your role.