Business Analyst Service Evolution Project - 6 Month Contract

Location: Remote, with occasional travel to Telford or Newcastle as required

Duration: End of March 2027

Project Context

The Service Evolution Project brings together all areas of Enterprise Live Services (ELS) to deliver prioritised business outcomes on a quarterly basis, supporting the ELS strategy. The team manages multiple workstreams (Ways of Working, Data & Analytics, Technology, Organisational Change) and collaborates across CDIO and HMRC, driving improvements in customer service, operational efficiency, and risk reduction.

Role Summary

We are seeking a flexible, results-driven Business Analyst with IT Service Management (ITSM) experience. The successful candidate will be tactically deployed onto different work items, often for short periods, to help unblock delivery and accelerate progress. You will work at pace, adapt quickly to changing priorities, and provide practical solutions to complex problems. Effective stakeholder management and communication are essential.

Key Responsibilities

• Rapidly switch between workstreams and priorities, providing targeted support to unblock delivery.
• Gather and analyse business requirements, determining the need and value of activities based on context.
• Employ tools and techniques to map ‘As-Is’ and ‘To-Be’ business processes.
• Conduct gap, impact, and benefit analysis to identify opportunities and actions for successful project delivery.
• Engage and influence stakeholders at all levels, including technical teams, business owners, and external partners.
• Facilitate workshops and meetings to identify needs and drive consensus.
• Coordinate with systems analysis and technical leads to ensure business needs are translated into effective solutions.
• Apply recognised methodologies and quality assurance practices.
• Ensure traceability and auditability of all changes.
• Support business improvement initiatives and BAU enhancements.
• Contribute to business solution design, ensuring alignment with policy, strategy, and target operating models.

Essential Skills & Experience

• Demonstrable experience in IT Service Management (ITSM), ideally within ServiceNow or similar platforms.
• Proven ability to work flexibly across multiple workstreams, providing tactical support where needed.
• Strong problem-solving skills, with a track record of unblocking delivery and driving progress.
• Excellent stakeholder management and communication skills.
• Comfortable working at pace and adapting to changing priorities.
• Experience in large, complex organisations, preferably within public sector or enterprise environments.

Personal Attributes

• Proactive and adaptable, able to thrive in fast-changing environments.
• Comfortable with ambiguity and able to deliver value in uncertain situations.
• Collaborative, with a constructive approach to challenge and solution development.