Business Systems Analyst

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Reading Borough Council is committed to delivering modern, efficient and customer ‑ focused services for our communities. Our Digital & ICT Service plays a vital role in enabling this, supporting critical council services through secure, reliable and innovative digital platforms.

This role sits within our Digital Operations Team, working closely with service areas, project teams and external suppliers to ensure our systems continue to meet evolving business and customer needs.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

You’ll work closely with service teams and digital colleagues to understand how systems are used in practice and how they can be improved to deliver better services and data.

In this role, you will:

• Analyse business needs and translate them into effective system solutions on the Arcus Salesforce platform
• Support the configuration and ongoing optimisation of Salesforce, including objects, fields, automation, validation rules and security settings
• Produce clear, high‑quality documentation such as business requirements, process maps, technical specifications, testing plans and training materials
• Work collaboratively with ICT teams, service managers and external suppliers to deliver system improvements and onboard new services
• Manage and progress support tickets using Service Now, ensuring SLAs are met and users receive timely updates
• Support data quality, reporting, integrations and compliance with data governance and GDPR requirements

This is a hybrid role utilising interpersonal skills, the ability to build/amend processes in Salesforce, and second‑line support for the application.

Alongside this, you’ll play a key role in supporting organisational change, helping services successfully adopt system enhancements and new ways of working, and presenting analysis and recommendations to a wide range of stakeholders.

You’ll be an analytical, organised and collaborative professional with experience delivering digital and business systems change. You’ll be confident working with both technical and non‑technical stakeholders, translating business needs into practical system solutions that deliver measurable improvements.

You will have strong Salesforce administration and configuration skills, with the ability to understand how systems support business processes and identify opportunities to improve services, user experience and data quality. You will be equally comfortable gathering requirements, analysing complex issues, configuring solutions, and working with technical teams to deliver enhancements.

• Proven experience administering, configuring and supporting Salesforce, or a comparable Customer Relationship Management (CRM) platform.
• Experience undertaking business analysis activities within system implementation, transformation or continuous improvement projects.
• Strong business process analysis and mapping skills, with the ability to elicit, document and validate business, functional and technical requirements.
• Experience translating requirements into system configurations, user stories, specifications or development work packages for technical delivery teams.
• Experience analysing system, service and user data to identify trends, support decision‑making and drive service improvement.
• A strong understanding of how business systems, integrations and data flows support organisational processes and customer outcomes.
• The ability to manage competing priorities and work effectively across multiple projects, enhancements and operational activities.
• Excellent written and verbal communication skills, with experience producing reports, facilitating workshops, managing stakeholders and delivering presentations to a range of audiences.
• A proactive and customer‑focused approach, with a commitment to continuous improvement…