Business Analyst

To translate business needs into clear, well-evidenced requirements that enable AI workflow solutions to be built and deployed with consistency, quality and measurable impact. Acts as the bridge between stakeholders and the workflow team, defining problems, mapping current and future-state process, shaping requirements, and validating that what gets delivered solves the right problem. Supports the delivery of AI-powered workflows, experiences and solutions (e.g. chatbots, co-pilots) that are scalable, measurable and aligned to strategic objectives. This is a 12 months fixed term contract role, only interested candidates apply. Operating within the Services function, as part of a new Workflow Development team, the Business Analyst's most important duties and responsibilities include: Through discovery, analysing relevant business processes to determine the intended outcomes, how the process currently runs, and future automation and AI opportunities. Identifying problems and friction points in the current process, and quantifying their impact. Designing potential solutions to the problems identified during discovery, working in partnership with SMEs to propose the new process and any supporting actions. Preparing and delivering a report of findings to leadership, with a comprehensive risk and impact assessment, aligned to new process approval. Developing comprehensive end-to-end (E2E) test cases at both application and multi-application level. Working with the process lead to support implementation of approved process improvements. Running training sessions and workshops to guide relevant teams through our methodology and process. Carrying out periodic quality checks on current processes. Essential: A minimum of 6 years experience in a Business Analyst role, including leading discovery independently. Demonstrable track record of process analysis and improvement, from discovery through to implemented change. Strong process mapping capability (current state and future state) and fluency with a recognised notation such as BPMN. Experience quantifying process problems — building the numbers behind the case for change, not just describing the issue. Experience writing and executing end-to-end test cases, including across integrated applications. Confident presenting findings and recommendations to senior stakeholders, including where the recommendation is unwelcome. Experience facilitating workshops and training sessions with mixed technical and non-technical audiences. Excellent written communication — able to produce reports that stand up to leadership scrutiny. Desirable: Experience analysing processes with automation or AI in mind — identifying where the technology genuinely fits and where it does not. Exposure to conversational AI, virtual agents or co-pilot deployments. Working knowledge of ServiceNow or a comparable enterprise workflow platform. Experience in a service operations, ITSM or shared services environment. Relevant certification (BCS International Diploma in Business Analysis, IIBA CBAP/CCBA, or similar). Familiarity with process or task mining tooling. #LI-PB1