MI Analyst

Liverpool | Other



MI Analyst

Serco, Citizen Services

Location - Liverpool/Hybrid

Full Time 37.5 Hours, Permanent

Up to £36,000 DOE + Benefits


Serco's Citizen Services team are currently recruiting for an experienced MI Analyst to join our existing UK & Europe Division.


Key Accountabilities


  • Maximise the use of PowerBI tools across all contracts and ensure all relevant processes are adhered to. Administrate the CRM (Contract Report Manager), ensuring all access matrices for reporting are kept up to date.
  • Maintain regular communication with all stakeholders in area of expertise providing regular business commentary.
  • Completion of Operational requests (OWL's, emails etc) within agreed SLA
  • The role is part of the OutPerform Solutions Team, and may well be asked to support other functions, including Planning.
  • There will be a requirement to travel to other Serco sites, and on occasion client sites.
  • Manage the data warehouse, CRM and existing reporting suites
  • Owns and produces a suite of reporting Packs with 100% accuracy and quality.
  • Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
  • Ensure packs and outputs meet requirements and they add value.
  • Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders
  • Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
  • Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
  • To become "Trusted Partner" of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
  • Build relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.


What I need to do the role?


  • Understanding and experience of SQL, especially database architecture and query / stored procedure writing
  • Understanding and experience of Power BI, especially with regards to building data models and associated outputs
  • Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.
  • Analytical thinking and the ability to provide cost effective and value add recommendations.
  • Excellent Communication and Organisational skills.
  • Understanding of Business Processes and Contact Centre metrics.
  • Good Microsoft Office skills, particularly use of Microsoft Excel; advanced formulas, Power Query, VBA
  • Good working Knowledge of WFM (Work Force Management), planning principles and various methodologies like Erlang, Workload, Shrinkage etc. would be desirable



What we offer: 


  • Up to 6% contributory pension scheme 
  • A range of benefits to support the health and wellbeing of you and your family such as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more 
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts. 
  • A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.  
  • Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career. 

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
31/07/2024 01:18:00
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