Senior Business Analyst

We are looking for an experienced and analytical Business Analyst to support the implementation and continuous improvement of IT Operational and Service Management processes. A key focus of this role is applying knowledge of Service Integration and Management (SIAM) principles to ensure cohesive service delivery across multiple internal and external service providers.

Working at the intersection of business and technology, you will engage stakeholders, gather and refine requirements, and translate these into effective solutions that align with ITSM and SIAM best practices. This is an exciting opportunity to help shape and optimise service delivery in a complex, multi-supplier environment.

1 x 6 month opportunity and 1 x 12 month opportunity are available. 

Key Responsibilities

• Engage with stakeholders to gather, refine, and document requirements using interviews, workshops, workflow analysis, and more
• Conduct business process reviews and identify opportunities for improvement or automation
• Evaluate proposed system solutions with developers to ensure alignment with business and service expectations
• Prepare and execute test plans and scripts, working closely with the Test Manager to ensure quality delivery
• Document business requirements, process flows, user stories, and system specifications
• Collaborate with subject matter experts to ensure solution design supports SIAM-aligned service integration
• Analyse data relationships, service dependencies, and communication flows across multiple service providers
• Recommend and assess new systems or features to improve multi-vendor service outcomes
• Support the design and optimisation of end-to-end service delivery models under SIAM governance
• Develop comprehensive documentation, user guides, and training materials
• Contribute to the evaluation and implementation of new tools and technologies
• Provide accurate and timely reporting to management and project stakeholders

Skills & Experience Required

• 5+ years’ experience as a Business Analyst within IT Operations or Service Delivery
• Proven experience in Service Integration and Management (SIAM) environments
• Strong understanding of multi-supplier service management models, service boundaries, and interface points
• Experience working with service management frameworks such as ITIL and SIAM
• Ability to document and analyse end-to-end services, identifying integration points and process gaps
• Skilled in functional business analysis, including requirements elicitation and process automation
• Excellent communication skills with experience facilitating workshops and stakeholder discussions
• Demonstrated ability to bridge business needs and technical solutions
• Experience with ITSM tools, data modelling, and system testing
• Proficiency in Microsoft Office Suite (including Excel, Visio, PowerPoint)
• Experience in developing reports and dashboards for operational and service performance tracking
• Strong organisational skills and the ability to manage changing priorities
• AGSVA Baseline Security Clearance (mandatory)
• Exposure to project methodologies and tools such as PRINCE2, Agile, or PMBOK

Desirable Skills

• Understanding of SIAM roles and responsibilities, such as Service Integrator, Service Provider, and Retained Organisation
• Familiarity with governance structures, performance monitoring, and cross-provider collaboration models
• Experience working in or with federated IT environments or large government/shared services organisations
• Exposure to service catalogue development, service level management, and contractual interface requirements