Business Systems Analyst

Business Systems Analyst

London | Permanent | Full-Time | Hybrid (3 days office / 2 days remote)

An exciting opportunity has arisen for a Business Systems Analyst (BSA) to join a collaborative and forward-thinking technology team. In this role, you'll help ensure that the organisation's core business systems are stable, efficient, and continuously improving, driving value across the business through data, process, and technology excellence.

You'll work closely with Service Owners, Product teams, and business stakeholders to bridge the gap between technical solutions and business needs. This is a hands-on role where curiosity, collaboration, and communication are key, ideal for someone who enjoys solving problems, improving systems, and supporting innovation.

About the Role

As a Business Systems Analyst, you'll play a dual role: supporting the stability and improvement of key systems, while enabling the delivery of small enhancements. You'll analyse incidents and recurring issues, document findings, define user requirements, and work with cross-functional teams to ensure sustainable solutions are delivered effectively.

You'll also play an important part in maintaining system documentation, process maps, and knowledge bases, helping ensure the organisation's systems are reliable, transparent, and accessible to all users.

Key Responsibilities

• Investigate and analyse recurring incidents, performing root-cause analysis and supporting effective resolution.
• Collaborate with developers and technical teams on small enhancements, capturing and refining business requirements.
• Facilitate workshops and interviews to translate user needs into clear, actionable specifications and user stories.
• Maintain and update system documentation, process maps, and support articles.
• Act as a key liaison between business stakeholders and technical teams to ensure shared understanding of requirements and outcomes.
• Support testing, validation, and release activities for new system changes or updates.
• Assist Service Owners in monitoring service performance and identifying areas for improvement.
• Identify opportunities to automate workflows, simplify processes, and enhance user experience.

What You'll Bring

• Experience as a Business Systems Analyst, Application Analyst, or in a similar support/enhancement role.
• Strong analytical and problem-solving skills, with experience in incident analysis and root-cause investigation.
• Practical experience in requirements gathering, user story writing, and process documentation.
• Familiarity with both internally developed and commercial off-the-shelf (COTS) systems.
• Understanding of ITIL processes, particularly incident, problem, change, and release management.
• Clear and confident communication skills, able to collaborate effectively with both technical and non-technical colleagues.
• A methodical and structured approach to documentation and knowledge management.
• Experience working in agile or iterative delivery environments.
• A proactive mindset with a focus on stability, usability, and continuous improvement.

Desirable Skills & Knowledge

• Exposure to agile methodologies and tooling (e.g. Jira, Azure DevOps, ServiceNow).
• Experience supporting systems within financial services, insurance, or other regulated environments.
• Basic understanding of SQL, data structures, or reporting tools.

Why Join Us

You'll be part of a supportive, growth-minded team that values collaboration, curiosity, and continuous improvement. We believe great ideas come from diverse perspectives, and we're committed to building an inclusive environment where everyone can thrive.

We welcome applicants from all backgrounds and experiences, including neurodiverse individuals and those seeking flexible working arrangements. If you're excited by problem-solving, process optimisation, and helping systems perform at their best, we'd love to hear from you.