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Business Analyst

Business Development & Sales
Job Type:


Business Analyst

18 month contract


Our client is changing the way they deliver services, becoming more digital and trying to provide customers with the best possible customer service. Our client has recently taken on a new system that will provide customers with a platform to contact them: easily, quickly and securely.  They require somebody to make the best use of the system and identify efficient processes across the service areas. This role needs someone who is good at building relationships on all levels, making sure stakeholders are involved and have complete buy in as our teams need to reshape their approach to customer service to meet the needs of the customer and communities.

The role covers relationship building, leading implementation of continuous improvements to services, engagement, communication, analysis, reporting and administration, plus much more.

We are looking for someone who is passionate about people and committed to “going the extra mile” for customers and colleagues, your positive attitude and respect for others will enthuse colleagues and be a personal example of our organisational values. If you can drive business efficiency, innovation and optimisation by creating bespoke business processes and implementing them, we want you!

Purpose of the role


  • To enable and support the delivery of improved processes and services

  • To drive and challenge existing plans for change

  • To interpret customer business needs and translate them into operational changes

  • To provide expert process re-engineering advice to the Service

  • To act as the escalation point for staff requiring advice and assistance with complex issues

  • To promote a positive environment of partnership working

  • To take a strategic overview of change


    The post-holder is responsible for all aspects of programme-based business and process analysis and improvement activities in support of business change

    . This includes leading on:

  • Eliciting and gathering requirements (using interviews, statistical analysis, process mapping workshops, site visits, use cases, scenarios and task and workflow analysis) to support the introduction of new and replacement processes and systems

  • Bringing an understanding of lean and systems thinking to business change

  • Identifying and engaging with key customers

  • Using information gathering techniques such as workshops, interviews and research

  • Defining reporting requirements and specifications, documentation of requirements and analysis, compliance, presentation and sign-off of requirements.

    The post-holder will work with services to develop processes and models which enhance the service to the customer, provide value for money, are more efficient and provide best-fit with technology.

    The post-holder will work with the Project Manager to lead and develop best practice standards, expertise, tools and techniques to specifically deliver process improvement, options appraisal and support for the introduction of new processes, with OneVu

    Leadership and teamwork

  • Able to see the ‘big picture’, strategic objectives and apply an understanding of how processes should work to align to strategic objectives and other operational improvement requirements.

  • Takes a strategic overview of customer requests to enable best value solutions to be recommended

  • Helps services through difficult periods of change, dealing with difficult and sometimes emotional people affected by the change.

  • Able to mediate in event of a dispute between service professionals using evidence to make the ultimate decisions to implement optimum processes

  • Able to lead on the trial, piloting and implementation of identified solutions using appropriate methods, such as Systems Thinking, Lean and Agile.

  • Adopts effective influencing and negotiation skills to ensure good partnership working.

  • Educates and supports business users responsible for managing and operating business processes

  • Improves the relationships with services and with clients

  • Mentors officers and others and transfers business analysis skills and knowledge to the service.

  • Provides mentoring to managers and other service professionals, transferring knowledge and skills.

  • Takes responsibility for specific assignments as the leader of a ‘matrix’ team.

    Process redesign

  • Works with business teams and other departments to find the best way to design new processes and solve process-related issues

  • Possesses the skills to map existing processes and design improved ones using a variety of methods including workshops, one to one discussions, using mapping software and more manual methods

  • Draws inferences from process details and links these to the big picture by considering business objectives when identifying process improvements

  • Able to analyse business processes and workflows with the objective of finding out how they can be improved or automated

  • Thinks commercially and identifies opportunities that will have a measurable effect on profit or operational effectiveness and uses this information to inform service and process improvement.

  • Able to structure and analyse large amounts of information for use when redesigning processes.

    Operational requirements

  • Monitors and evaluates the implementation of process improvements to ensure service requirements are met.

  • Understands project and resource management and is able to estimate and plan the work required for specific tasks.

At First Recruitment we understand just how important it is to secure the right people. That's why our consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.

This is a superb opportunity for anyone looking to work for a reputable organisation.


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