Workflow Change & Implementation Analyst

Requirements of the role

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.

Across the FCA, we use Salesforce as our core regulatory case management platform. It sits at the heart of many of our critical regulatory workflows, with c.2500 users of the platform, and c.450,000 cases being managed a year.

We’re looking for a talented Implementation and change analyst to join the Business Directed Change (BDC) department in RCMS. The department leads strategic projects that accelerate the FCA’s ambition to become a more data-led and outcomes-focused regulator, supports business-led product ownership for technology enabled transformation, and provides Salesforce service and support to all FCA users.

The is a new role and the successful candidate will be joining at a time when the organisation is establishing new ways of working, where business and technical teams are better integrated to deliver transformation, innovation, and continuous improvement to our Case Management tools. They will have experience of working with Salesforce, demonstrate business change and communication skills, and have the capability to support implementation and change across the division, influencing stakeholders at all levels.

What will you be doing?

• Collaborate with stakeholders to understand the impact of CRM system change and implementation requirements in the business. Design and facilitate workshops and engagement activities with stakeholders to define change scope, impact and support requirements
• Manage rollout, prioritisation, and scheduling for operational and technical change relating to casework activity; take a holistic view of all change activity to minimise impacts on end user
• Making implementation and change strategy recommendations to senior stakeholders
• Own the end-to-end user experience, minimising user effort and championing user centred design best practice
• Support end user adoption from design, delivery and implementation, including, training, comms, and user testing
• Manage the deployment process and timings of CRM system change, ensuing technical deployment and operational change schedules are aligned, prioritised, and effectively managed
• Co-ordinated activity of operational support teams (training, frameworks, risk, QA etc) enabling a smooth transition for end-users

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