Job Specification

Role Overview

Join HMRC as a Business Analyst and play a pivotal role in transforming our service delivery through innovative process improvement and digital integration. You will be responsible for analysing current front desk processes, identifying streamlining opportunities, and maximising the functionality of ServiceNow to enhance our operational efficiency. This role involves writing clear problem statements, collaborating with Front Desk and ServiceNow teams to develop user stories, and supporting architectural workshops to establish effective VPC configurations.

Your primary focus will be writing comprehensive problem statements, conducting process analysis, and working closely with Front Desk and ServiceNow teams to create user stories for seamless supplier integration. You will support architectural workshops and contribute to establishing VPC configurations that align with organisational requirements.

This role combines technical awareness with stakeholder management, requiring strong analytical thinking and excellent communication skills to translate complex technical concepts for varied audiences across the organisation.

Responsibilities

• Writing a problem statement of what we are trying to achieve
• Look at the current front desk process and where we can streamline
• Look at the functionality of Service Now and what elements of this we can exploit from next year
• Work with Front Desk to and Service Now team to write the user stories needed to integrate us and the new suppliers effectively into SN
• Support any ad hoc workshops required such as architectural to understand how we need to set up VPCs

Essential Criteria

Analytical Thinking & Problem Solving

• Ability to break down complex problems and processes.
• Strong critical thinking and logical reasoning skills.

2. Requirements Gathering

• Experience in eliciting, documenting, and managing business and technical requirements.
• Skilled in interviewing stakeholders, running workshops, and using techniques like user stories, use cases, and process mapping.

3. Communication Skills

• Excellent verbal and written communication.
• Ability to translate technical information for non-technical audiences and vice versa.
• Strong presentation and facilitation skills.

4. Stakeholder Management

• Experience working with stakeholders at all levels (business, technical, executive).
• Ability to build relationships, manage expectations, and resolve conflicts.

5. Documentation & Modelling

• Proficiency in creating clear and concise documentation (BRDs, FRDs, process flows, etc.).
• Familiarity with modelling tools (e.g., Visio, Lucidchart, BPMN).

6. Technical Awareness

• Understanding of IT systems, databases, and software development life cycles (SDLC, Agile, Waterfall).
• Ability to work closely with developers, testers, and architects.

7. Attention to Detail

• High level of accuracy in analysis and documentation.
• Ability to spot inconsistencies and gaps.