Business Analyst
SKILLS
FULL DESCRIPTION
[Employer hidden — view at passion-project.co.uk] is currently partnering with a leading UK transport organisation to recruit an IT Business Analyst to support the delivery and evolution of digital customer service platforms within a large-scale operational environment. This is an exciting opportunity to join a business that supports millions of customer journeys each year, operating complex customer support services including compensation processing, complaints management, retail services, assisted travel support, quality assurance, and fraud prevention.
The Role
Reporting to the IT Director, the IT Business Analyst will work closely with operational teams, technology stakeholders, and external partners to identify business requirements and design effective IT solutions. You will play a key role in improving systems that support customer contact centre operations, ensuring technology enables teams to deliver efficient, high-quality customer support.
Key Responsibilities
- Collaborate with business stakeholders to understand operational needs, goals and improvement opportunities
- Gather, document and refine business requirements including functional specifications and user stories
- Facilitate discovery workshops and design sessions to define requirements and solutions
- Work closely with project teams to design and implement systems and process improvements
- Analyse operational and service data to identify trends and opportunities for optimisation
- Prepare reports and presentations to communicate insights and recommendations to stakeholders
- Track project progress and identify potential risks or issues
- Support testing and validation of new systems to ensure business requirements are met
- Assist with end-user training and support to ensure successful adoption of new technologies
Required Skills & Experience
- Broad IT knowledge across infrastructure, security and enterprise applications
- Experience working with Salesforce Service Cloud or similar CRM platforms
- Experience working within Agile delivery environments
- Strong stakeholder engagement and communication skills
- Experience writing and refining user stories and acceptance criteria
- Ability to facilitate workshops and requirement gathering sessions
- Strong analytical and problem-solving skills
- Experience working across multiple teams and business functions
Desirable Experience
- Knowledge of contact centre technologies such as Amazon Connect
- Exposure to intelligent automation tools, including chatbots or AI-driven service technologies
- Experience mapping customer journeys and service processes
- Experience within transport, rail, or contact centre environments
- Familiarity with rail systems such as Fujitsu STAR, Journey Planner or similar platforms
Location
The role is based in Sheffield city centre, approximately a 10-minute walk from the train station. Hybrid working is available, with three days per week expected in the office to support collaboration and stakeholder engagement. Occasional travel to other UK locations may be required.
[Employer hidden] is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of the workforce we hire. We offer reasonable accommodation at every stage of the application and interview process.