Senior Business Analyst/ Designer

East Kilbride, Manchester, Nottingham, Edinburgh, Newcastle, Cardiff, Glasgow, Leeds
£41,782 - £44,932 + benefits
12 Aug 2022
01 Sep 2022
Job Type
Contract Type

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

Customer Service Group (CSG) Continuous Improvement Delivery Team play an essential role in contributing to changes across all lines of business within CSG which include Business Tax and Customs, Personal Tax, Benefits & Credits and Debt Management.

We provide a centralised Business Analyst (BA) team within our Customer Service Group change function, working as part of multifunctional teams to deliver change.

Formed in April 2018, Operational Excellence (OE) brought together the teams that help drive change and improvements within CSG, and the teams which provide support to the CSG operational areas ensuring their smooth running. Being the at the centre of most CSG operational activity, OE is the ideal area to shape your career, offering a vast amount of unique learning and development opportunities.

Job description

Working flexibly and collaboratively with other disciplines to deliver project tasks as part of a multifunction team.

As a Senior Business Analyst, you will work on complex business processes or services, or across several business processes or services simultaneously.

You will be responsible for:

Investigating business situations.
Identifying and evaluating options for improving business systems.
Defining requirements.

You will constructively challenge others in their assumptions and act as a critical friend to achieve solutions that are fit for purpose.

You will have a combination of functional management and people management accountabilities. You will ensure that professional learning and development is promoted and supported through coaching and mentoring.

The role may involve utilising your BA skills to deliver business service design as part of a Multi-functional Team to ensure solutions are delivered in a time to meet business objectives.


Key duties for the post fall into the following areas and include, but are not limited to:

Requirements Engineering - Eliciting stakeholder needs and desires and developing them into an agreed-upon set of detailed requirements that can serve as a basis for all subsequent development activities.

Process Modelling Employ a range of tools and techniques to map As-Is and To-Be business processes.

Gap Analysis Evaluate a range of requirements against the present state (where we are) & the target state (where we want to be) identifying opportunities to develop the business requirements.

Stakeholder Management and Engagement - Ensuring a shared understanding amongst stakeholders and delivery teams; acting as an advocate for the business and support the technology, development, and project management teams.

Traceability Ensure the delivery of change is made against a fully auditable process and that key critical success factors are identified to enable/assist with testing and assurance.

Desirable Criteria

Experience of working in a multi-functional team within a business change environment.

Operational Delivery Profession (ODP) experience or qualifications particularly a sound business knowledge of operational processes across HMRC CSG or similar organisations.

Experience of customer-centric process design or discovery work.

Relevant professional qualification ( BCS Foundation Certificate in Business Analysis) OR a willingness to work towards one.

Technical skills

We'll assess you against these technical skills during the selection process:
  • You will be asked to complete a 7 minute presentation on Technical Skills at interview.


  • Learning and development tailored to your role.
  • An environment with flexible working options.
  • A culture encouraging inclusion and diversity.
  • A Civil Service pension with an average employer contribution of 27%.

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

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