Service Design Business Analyst - Home Based Remote
Job description
The UK Health Security Agency (UKHSA) has been set up to provide health security for the nation by protecting from infectious disease and external hazards. It will take action like no other organisation previously in order to mitigate threats to health before they materialise. UKHSA will be a trusted source of advice to government and to the public.
We are looking for a Service Design Business Analyst to join our programme. The candidate must have experience in delivering an IT Service Management (ITSM) solution. The role will involve some discovery work to fully understand and capture the needs of the organisation including users and underlying processes. It will also involve transforming the elicited requirements into a solution design and supporting the implementation across the entire delivery lifecycle (analysis, design, development, UAT and to go-live). The candidate should also be familiar with at least one ITSM or Service Desk tool such as ServiceNow, JIRA etc. Lastly, the candidate should have exceptional stakeholder management skills as they will need to engage with various teams/stakeholder groups throughout the duration of the project.
Home based with approximately 1 day a month in the office - Office Location 17 Smith Square, Westminster, London, SW1P 3JR
Main Responsibilities- Fit into an agile delivery team and work within agile delivery principles
- Lead stakeholder engagements including organising workshops / meetings / interviews with teams / users / stakeholder group
- Capture high quality detailed requirements and maintain them in a requirements catalogue
- Produce As-Is and To-Be process flows preferably using BPMN or other suitable standards
- Contribute to the overall design of the ITSM solution
- Analyse and evaluate As-Is processes and develop To-Be solutions
- Effectively communicate insights to all necessary team members and stakeholders during the entire project lifecycle
- Take ownership to track and report on assigned tasks
- Contribute and be involved in team planning sessions
- Support business users during the UAT process and communicate feedback to the delivery team
- Act as an ITSM Subject Matter Expert (SME) during the project and being available to answer questions regarding the solution
- Any other project related tasks, delegated by the programme manager
Essential Criteria
- Familiarity with ITSM concepts such as service catalogue, request fulfilment, etc.
- ITSM related certification e.g. ITIL, ServiceNow etc.
- Excellent and proven stakeholder management / people skills
- Excellent analytical and conceptual thinking skills
- Excellent requirements documentation skills
- Excellent communication and presentation skills including proficiency in Microsoft PowerPoint
- Experience of creating very clear As-Is and To-Be process flows including proficiency in MS Visio
- Experience of service design
- Can do attitude, critical thinker, logic driven, self-starter, adaptable, ability to deliver at pace
Desirable Criteria
- Knowledge of information governance and information management, or willingness to learn
- Experience of working in a government department
- Excellent time management skills
- A track record of following through on commitments
- A track record of supporting successful projects
- Ability to perform in a dynamic environment and overcome obstacles or resistance
- Constructive and collaborative team player
- Experience of working in an agile project delivery environment
