Technical Business Analyst

4 days ago

AshtonunderLyne, United Kingdom Tameside Metropolitan Borough Council Full time

About the Programme Tameside Metropolitan Borough Council is embarking on a 2-year Customer Experience Programme (CEP) which aims to transform how customers interact with Tameside Council. The programme will enable consistently good customer experience across all customer contact channels. The Programme Team will work closely with business areas to achieve this, making better use of customer insights to improve effectiveness and reduce avoidable contacts and demand. Where possible, the team will utilise co‑production, engaging users in the look, feel and processes when designing resident‑facing services. Technical Business Analyst Role The Technical Business Analyst roles will manage a 2-year initiative aimed at transforming the digital services offered by Tameside Council. The Customer Experience Programme aims to improve customer‑facing technology by implementing a CRM solution for managing interactions and replacing the CMS to redesign the corporate website in line with Government Design Principles. Additionally, the programme will explore workflow automation to increase operational efficiency and delve into AI applications in its final stage. We are seeking a dedicated and skilled Technical Business Analyst to support our council on key digital transformation projects. This role is crucial in ensuring that the appropriate technology is procured, designed, tested, and deployed with a strong focus on adoption and change management. Responsibilities Conduct benchmarking, soft market testing, requirements capture, process mapping, technical notations, and develop integration specifications and testing plans. Apply knowledge of technology and data to improve service delivery, reshaping the Council's frontline services and workforce. Drive the successful redesign of services in line with the Council's corporate plan and priorities through effective business analysis, process redesign, and change management. Establish and maintain effective communication and good working relationships with teams and senior managers. Facilitate effective meetings with consultation groups, partners, and senior stakeholders. Support culture change. Manage the transition from project implementation to business‑as‑usual operations. Ensure compliance with relevant legislation and policy. About You The successful candidate will have a diverse and stimulating workload, working closely with the Technical Project Manager and Head of ICT Strategy and Operations. You will be skilled in communication, facilitation, and change management, with the ability to support the transition from project to business‑as‑usual and ensure compliance with policy. Values and Commitments We recognise that our people drive our success and enable the organisation to deliver on its vision, purpose and priorities. Our values underpin our practice and behaviours and are at the heart of everything that we do. We proudly live by our STRIVE values of Support, Trust, Respect, Integrity, Value Diversity, and Engage. #J-18808-Ljbffr

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