Business Analyst - Target Operating Model

Business Analyst - Target Operating Model/ITSM

My London-based client is looking to recruit an experienced Business Analyst with a strong background in the design and delivery of Target Operating Models (TOM). This role is ideally suited to someone with experience working within central government or GDS-aligned environments, supporting complex business and digital transformation programmes.
Working closely with senior stakeholders, service designers, and technical teams, you will play a pivotal role across end-to-end initiatives, helping to shape future-state operating models and ensure solutions align with government standards and user needs. Expertise in ITSM/Halo/ServiceNow would be highly advantageous

Within this role, the Business Analyst will:

• Lead and facilitate discovery workshops to identify organisational needs, pain points, and transformation drivers
• Conduct stakeholder interviews to capture user requirements, business processes, and Legacy system landscapes
• Produce high-quality analysis artefacts including user stories, process maps, business rules, epics, and acceptance criteria using Agile tools such as Jira and Confluence
• Act as a trusted liaison between business, programme, and delivery stakeholders, ensuring shared understanding of requirements and constraints
• Support prioritisation activities, contributing to Programme Roadmaps, Risk Registers, and Statements of Work (SoWs)
• Collaborate with Service Designers and Technical Architects to translate business and user needs into implementable solutions
• Validate delivered solutions against business needs and user journeys, supporting test planning and UAT where required
• Ensure solutions comply with TCoP, GDS, GDaD, accessibility, interoperability, and data standards

Essential Skills & Experience

• Extensive business analysis experience within complex organisational environments
• Proven experience designing and delivering Target Operating Models (TOM)
• Strong understanding of public sector digital delivery, including GDS standards, service patterns, and Agile methodologies
• Experience working with ITSM platforms such as Halo and/or ServiceNow
• Excellent stakeholder engagement and communication skills

In return, you will be offered an attractive salary and benefits package including bonus.