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Business Analyst (Service Management)

Requisition ID:  3342

Newcastle, GB

Contract Type:  Fixed Term
Posted Date: 


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: £30,942.00 - £40,322.00 

Closing Date: 8 March 2020


The role


To develop and support one or more major modules of the University’s IT Service Management system, in line with the strategic requirements of the University.  To work with stakeholders and technical teams to translate software requirements into technical solutions.


You will be responsible for developing and supporting the Asset Management and CMDB module during a time when we are updating our ITSM tools and capabilities as part of a wider programme of evolving the University’s IT services. 


You will be of graduate calibre with significant practical experience as a business systems analyst, working on collaborative requirements gathering, analysis and systems configuration.  You will have experience and a proven track record of delivering solutions in a complex stakeholder environment. You will have proven skills and experience of effective relationship management in a business environment.


Influencing and organisation skills are essential. You must also be able to work under pressure and be able to multi-task, prioritise and plan tasks, and be proactive and flexible.


This is an exciting opportunity to join the Service Management Office in Newcastle University’s IT Service (NUIT), during a period of significant business change.  This post is fixed term for 18 months.


Informal enquiries may be made to Sharon Mossman, Service Management Office Manager, (telephone: 0191 208 3634), or email sharon.mossman@ncl.ac.uk


Key Accountabilities

  • Developing and maintaining good working relationships with stakeholders in order to design and develop effective solutions. Providing advice about system functionality and supporting stakeholders in effective use of the systems.
  • Evaluating new systems solutions and exploring enhancements to existing business processes or systems. Partnering with business stakeholders and technical teams to translate requirements into technical solutions.
  • Creating technical specifications using structured analysis and data modelling techniques.
  • Configuring systems to meet agreed requirements
  • Participating in system and user acceptance testing
  • Providing 2nd line production support including scoping and testing of support pack installation and software upgrades
  • Assisting technical groups in identifying more efficient processes and ways of working
  • Building and leveraging automation to decrease overall system deployment and support cycle times
  • Understanding system interdependencies and collaborating with project teams accordingly
  • Ensuring the correct level of due diligence is applied when promoting changes through the landscape and working within the Change Management guidelines
  • Assisting stakeholders in building business cases, and evaluating cost-benefit and ROI


The Person


Knowledge, Skills and Experience



  • Detailed in-depth knowledge of at least one comparable enterprise system module/application and associated business processes
  • Excellent analytical and problem solving skills
  • Strong communication skills
  • Ability to adapt quickly to changing technologies and new business requirements  
  • Strong negotiating and influencing skills 
  • Customer focused and service orientated, with the ability to manage relationships effectively  
  • Effective at managing heavy and complex workload and prioritising appropriately
  • Demonstrated experience writing software requirement specifications and test specifications


  • Practical experience of working with ITSM tools, in particular the CMDB and Asset Management modules
  • Experience of working with Ivanti Service Manager
  • Knowledge of a range of ITSM system modules, applications or components
  • Understanding of agile / iterative development methodologies
  • Technical competency in software configuration 

Attributes and Behaviour


  • Builds relationships with key players internally and externally in order to gain support
  • Explains how own proposals will support the interests of others (win-win strategies)

Finding Solutions

  • Thinks broadly when faced with problems, consults others and builds on the ideas of others, borrowing and adapting to find the best solution
  • Keeps an open mind to alternative ways of doing things.
  • Proactively anticipates and plans for likely problem areas or obstacles by assessing and managing risks

Delivering Services

  • Takes responsibility for achieving own targets, striving to deliver high quality results.
  • Demonstrates high energy and commitment to the delivery of excellent service.
  • Has a positive attitude for doing things better
  • Looks for ways to make immediate improvements (quick wins)

Team Working

  • Keeps other team members up to date with progress
  • Willing to help others and share workloads.
  • Looks at ways of developing cross functional co-operation and support



  • A degree or equivalent level of study or significant relevant practical experience.


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


Requisition ID: 3342