Technical Business Analyst

Job Description

ScottishPower, part of the Iberdrola Group, is one of the world's leading integrated utility companies and a global pioneer in renewable energy. As the first integrated energy company in the UK to generate 100% green electricity, we are focused on wind power, smart grids, and accelerating the transition to a cleaner, electric future. Our Customer Business supports millions of households and organisations across the UK, combining fair pricing with excellent service and digital products that make energy simpler, more secure, and easier to manage.

As ScottishPower expands into broadband and bundled energy‑and‑connectivity products, experience within broadband or telecommunications environments will be highly valuable. This includes working with ISP platforms, order capture and fulfilment, service provisioning, fault diagnostics, and customer support journeys across digital and contact‑centre channels. Familiarity with broadband‑specific APIs, third‑party suppliers, OSS/BSS integrations, and automation of customer interactions (such as chatbot‑led troubleshooting, service status updates, and agent assist) will enable you to help design seamless, end‑to‑end customer experiences that meet the expectations of modern connectivity customers.

What you'll be doing

At ScottishPower we're looking for Technical Business Analysts with a balance of technical and functional expertise to join our Customer Business Centre of Excellence, Architecture and Front Office team. You will be responsible for the support and maintenance of a suite of applications that span across multiple technologies and 3rd party vendors.

You will be versatile, enthusiastic about solving challenging problems and possess the agility to meet the fast-moving needs of the business. You'll support the delivery of technical configuration of chatbot, voicebot, IVR for Genesys and use your technical skills to interrogate systems for problem shooting and analysis.

Providing great customer service is key to everything we do in the Customer Business, so you will be striving to improve system stability through analysis and resolution of issues to ensure our customers have a great experience.

What you'll bring

• Delivering application solutions across multiple technologies, from planning and analysis, through to design, development, testing, training and deployment
• Configuration of chatbots, voicebots and telephony IVRs using Genesys, integrated to OpenAI
• Managing 3rd party vendors to ensure they deliver development and support within agreed quality and timescales
• Operational monitoring and support to maintain system security, stability and efficiency
• Collaborating with wider Customer Business COE team, other business areas and IT teams to deliver solutions
• Prioritising solutions based on business impact / benefit
• Communicating complex solutions effectively to technical and non-technical stakeholders up to senior management level

What you'll bring

Minimum Qualifications and Experience:

• Bachelor's degree in Computer Engineering, Computer Science, similar technical field of study, or equivalent practical experience
• Experience of IT project delivery
• Experience of delivering functional/technical solutions
• Excellent communication and stakeholder management skills
• Experience of analysing and configuring IT systems, including working with APIs

Preferred Qualifications and Experience:

• Ability to design end to end solutions involving multiple technologies
• Experience of SCRUM/Agile
• Knowledge and understanding of the UK Energy Retail Market, preferably from working in the utilities sector
• Knowledge of Cloud Architectures
• Knowledge of Oracle database technologies
• Knowledge of Azure, AWS technologies
• Experience of SQL, Java, XML
• Experience of Agentic AI agents and AI prompts

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday purchase - perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers - save more and spread the cost of your technology purposes
• Count us in - pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Access to 'nudge' financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.