Business Analyst; FTC)

Department: Ops Hub

Employment Type: Full Time

Location: Birmingham, England, United Kingdom;
Leeds, England, United Kingdom

Contract type: 12-months FTC

Hours: 37.5 / week

Salary: circa £50,000 depending on experience

Location: Birmingham (B2 5DB
) OR Leeds (LS1 4HR
)

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.

Reports To: Senior Operations Manager - Settlements Services

Deadline

Note:

We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

To provide dedicated business analysis capability within Services Assurance, enabling a structured, user-centred, and evidence-based approach to discovery, change assessment, continuous improvement, and system alignment. The role supports better decision-making across systems, and other contractual services by defining clear problem statements, translating business needs into delivery-ready outputs, identifying optimisation opportunities, and reducing duplication across services, systems and providers.

• Lead service discovery and requirements gathering across the team and associated contractual services.
• Define clear problem statements, desired outcomes, scope, assumptions, and constraints for change initiatives.
• Develop business analysis artefacts including business cases, options analysis, process maps, customer journeys, user stories, high-level requirements, and supporting documentation.
• Establish and maintain a joined-up view of services, systems, processes, and external providers to support informed decision-making.
• Identify opportunities for service optimisation, process improvement, system rationalisation, and removal of duplicated activity.
• Maintain and prioritise continuous improvement and discovery backlogs in partnership with stakeholders.
• Facilitate workshops and structured engagement sessions with SMEs, operational teams, service leads, and delivery partners.
• Support user-centred service design across platforms and service providers.
• Help maintain service knowledge, process documentation, and analysis outputs so that change impacts can be understood and tracked consistently.
• Present findings, recommendations, and analysis outputs to stakeholders and governance forums in a clear and practical way.
• Promote consistent business analysis tools, standards, and ways of working that improve quality and pace of delivery.
• Accountable for producing clear, structured, and reliable analysis that supports operational, commercial, and service design decisions.
• Responsible for improving the quality and consistency of discovery work, reducing reliance on ad hoc analysis by operational SMEs.
• Expected to work across multiple services and stakeholder groups, building alignment where there are interdependencies, competing priorities, or unclear requirements.
• Responsible for identifying risks, inefficiencies, gaps, and duplication within current services, processes, and systems, and for recommending practical improvements.
• Exercises judgement and critical thinking in selecting appropriate analysis techniques and approaches depending on context, complexity, and stakeholder needs.
• Works with a high degree of autonomy within agreed priorities, escalating issues and decisions where strategic, financial, or delivery impacts require leadership input.
• Contributes to the resilience and future readiness of the Services Assurance function by embedding repeatable, evidence-based analysis practices

• Strong analytical and problem-solving skills, with the ability to turn ambiguous issues into clear problem statements and actionable requirements.
• Ability to gather, assess, and synthesise information from multiple stakeholders, systems, and processes.
• Strong facilitation, communication, and stakeholder management skills.
• Knowledge of operating models, process architecture, BPMN, UML, or similar analysis frameworks.
• Ability to work across cross-functional teams and build collaborative relationships with internal and external stakeholders.
• Confidence in challenging constructively, asking the right questions, and driving clarity in complex situations.
• Ability to create structured documentation such as process maps, requirements artefacts, user stories, use cases, and analysis summaries.
• Strong organisational skills and the ability to manage competing priorities across…