Business Analyst

Role overview

Location and working arrangement

• The role is home-based with regular attendance at Serco's London, Cardinal Place office.

What you will do

• Investigate business challenges, opportunities and service needs across people, processes, data and technology.
• Gather, analyse and document business, user, functional and non-functional requirements.
• Facilitate workshops, interviews and stakeholder sessions to capture insights and build consensus.
• Map current and future-state processes, services, customer journeys and information flows.
• Identify risks, dependencies, gaps and opportunities for improvement.
• Produce requirements documentation, user stories, process maps, decision papers and acceptance criteria.
• Support option appraisals, business cases and benefits realisation activities.
• Translate complex concepts into clear, accessible language for technical and non-technical stakeholders.
• Contribute to governance, assurance and continuous improvement across Group Digital.

Essential requirements

• Proven business analysis experience in digital, technology, cyber security, engineering, data, portfolio or business transformation environments.
• Strong requirements definition, analysis, documentation and lifecycle management expertise.
• Experience in process modelling, service modelling, impact analysis, options appraisal and benefits definition.
• Ability to interpret complex, incomplete or conflicting information and produce clear, actionable recommendations.
• Experience creating business requirements, user stories, acceptance criteria, process maps and decision-making documentation.
• Strong stakeholder engagement, facilitation, communication and influencing skills.
• Experience working in Agile, Waterfall or hybrid delivery environments.
• Able to manage competing priorities, deliver high-quality outputs, and work independently and collaboratively.

Desirable experience

• A professional Business Analysis qualification, such as BCS, IIBA or equivalent, is desirable.
• Experience with target operating models, business architecture, service design or capability modelling is desirable.
• Experience supporting testing, implementation, business change and benefits realisation is desirable.
• Experience in regulated, security-conscious, outsourced or large-scale organisations is desirable.
• Familiarity with analysis, collaboration and backlog management tools is desirable.

Benefits

• Benefits include a 6% employer-matched pension, 25 days of annual leave plus bank holidays, life assurance and flexible working.
• Other benefits include an Employee Assistance Programme, leisure centre discount, the option to buy additional leave, charitable payroll giving and discounts.

About Serco