The IT Business Analyst will have the following main duties and responsibilities:

Business Consulting and Project Management:

• Assessing business needs and translating into project proposals, including scope, milestone and resource plans.
• Setting up project plans together with business owners and according to PMO standards.
• Executing projects with clear, efficient and logical work approaches for self and others, and in line with the defined IT Governance models.
• Managing team members and team related tasks to achieve project goals.
• Translating functional demands and specifications in design and customising specifications.

Service Desk:

• Logging application incidents (functionality / availability) and standard change requests.
• Assessing impact and resolving (first-time fix), or forward to second line.
• Monitoring and managing services provided from second / third line of support; setting priorities and monitoring progress against agreed SLA times.

Incident and Problem Management:

• Analysing logged incidents and providing solution within agreed SLAs.
• Proposing and implementing solutions, or raising change requests.
• Conducting root cause analysis and monitoring incident trends to address underlying problems.

Change Management:

• Evaluating and analysing change requests from the business and assessing impact on process, application, data structures and costs.
• Processing changes according to Change Management policies and procedures, including regression testing, inclusion in the release calendar and the updating of involved documentation.
• Deploying new or changed functionality to users.

Application Testing:

• Testing new releases of systems and applications, according to applicable procedures and tools.
• This includes unit test, integrated product test and user acceptance test.
• Applying and developing use of standard tools, scripts and data sets for repeatable testing.

User Support:

• Assessing business understanding, usage and readiness.
• Providing training sessions.
• Maintaining user manuals.
• Answering questions regarding the available functionality and the use of systems and software applications.

Experience / Qualifications:

• Business Application certifications / accreditations would be preferred.
• Certification in ITSM (ITIL) or Project Management (Prince / IPM) would be preferred.
• Previous experience in a similar IT Business Analyst role is essential.
• Application management, or functional consulting experience, is essential.
• Experience of managing small projects is essential.
• Experience of writing functional specs is essential.
• Experience of conducting user training is essential.
• Applicants will be expected to possess experience of managing a Service Desk.