Business Analyst (Discovery)
Salary: up to £50,000 Clearance: BPSS Start: 11 January 2027
We are looking for a Business Analyst to join a short discovery into content request and publishing processes. You will uncover the real problems behind slow, poor-quality requests and define the requirements used to assess service-desk and chatbot options.
What you will do
Plan and run interviews, workshops and process walkthroughs with team members and stakeholders.
Document the current end-to-end request journey: submission, triage, validation, prioritisation, allocation, escalation, publishing and closure.
Quantify, where evidence allows, request volumes, hand-offs, delays, rework, failure demand, deadline risks and data quality issues.
Identify pain points and root causes, such as front-door inefficiency, poor-quality requests and limited auditability.
Create current-state and future-state process maps, including a manual process using a helpdesk and a structured intake form.
Define requirements for intake forms, queues, agents, statuses, service levels, dashboards, escalation, approvals and audit records.
Specify the validation rules the chatbot or intake process should apply, such as content formatting, missing source data, broken links and deadlines that fall short of agreed service standards.
Develop personas, user journeys, use cases, user stories and acceptance criteria.
Keep traceability between problems, requirements, prototype features and findings.
Support prototype testing, capture structured feedback and assess whether the options solve the original problems.
Record assumptions, dependencies, risks, decisions and open questions.
Contribute to the options assessment, operating model implications, roadmap and final recommendations.
Expected outputs
Current-state and future-state process maps.
Stakeholder, user and operational needs.
Prioritised business and functional requirements.
Business rules and validation requirements.
Personas, user journeys, use cases and user stories.
Prototype acceptance criteria and feedback findings.
Requirements traceability and input to the options assessment.
What you will bring
Strong Business Analyst experience in digital discovery, service design, workflow or process transformation.
Process mapping using techniques such as BPMN, SIPOC, value-stream mapping or service blueprints.
Ability to gather requirements from operational, content, product and technical stakeholders.
Experience writing user stories, acceptance criteria, business rules, functional requirements and traceability artefacts.
Strong analytical skills, including telling symptoms apart from root causes.
Experience supporting prototype definition, user testing and options evaluation.
Strong workshop facilitation, stakeholder management and written communication.
Ability to work at pace and focus on the minimum evidence needed in a short discovery.
Experience in UK government, public services or a regulated delivery environment.
Desirable
Experience with content publishing, request management, workflow or service-desk services.
Familiarity with government content standards and accessibility requirements.
Understanding of Microsoft Power Platform, Dynamics 365 or similar case management tools.
The BCS International Diploma in Business Analysis or equivalent practical experience.