Digital Business Analyst

• Assess stakeholder needs and define detailed requirements against the suitability of software solutions
• Deliver new digital tools which align with business objectives
• Consider how system developments and new technology can support service improvement
• Perform data-mapping for system integration and migrations
• Develop and document process improvements
• Solve user issues submitted through our service desk
• Deliver training, guidance and support to system users

We are looking for a Digital Business Analyst to join our Digital Services team at Samaritans. As a Digital Business Analyst, you’ll deliver new key digital tools and improvements to existing tools and processes used by volunteers in the UK and Republic of Ireland (ROI). You’ll improve outcomes for both volunteers and branch staff involved in the recruitment, onboarding, training and development of volunteers and providing safe and supported listening services to our callers. By improving current systems and delivering new digital tools, you’ll support Samaritans in achieving our vision that fewer people die by suicide. A Business Analyst qualification is essential in this role, e.g. BCS International Diploma in Business Analysis, IIBA (CCBA), PMI-PBA or equivalent., * Proven experience in triaging user problems and identifying solutions

• Experience in performing gap-analysis to identify best solution options
• Strong understanding of the role of technology in the enterprise architecture and how it integrates with other systems
• Experience delivering Salesforce or other CRM systems
• Ability to understand users and their needs, based on evidence and lived experience
• Ability to interpret, document and prioritise requirements that can be understood by both stakeholders and software suppliers
• Experience shaping online user journeys
• Comfortable communicating with internal and external stakeholders
• Ability to manage multiple projects and deadlines

• Permanent
• Hybrid working - link to Ewell office
• In-person working: meeting in person and working collaboratively are valued. We work in person around 2 days or more per month.
• We are passionate about flexible working; talk to us about your preferences.

At Samaritans, you’ll be part of a people-first organisation deeply committed to inclusion, compassion and learning. You’ll contribute to a team where your voice matters, your expertise makes a difference, and your work helps save lives.

We welcome applications from individuals with lived experience and encourage those from underrepresented communities to apply. We are committed to creating an environment where all our people feel seen, heard and supported.

You’ll join a values-led organisation with a powerful mission and a collaborative culture. We offer flexible hybrid working, excellent benefits, and the chance to make a tangible difference in suicide prevention across the UK and Ireland.

We recognise the enormous benefits and the social justice imperatives of ensuring diversity at every level of our organisation. Samaritans is wholly committed to inclusion and diversity and to building a culture and environment where everyone is appreciated for the unique person they are. To ensure Samaritans is representative of those we support and who support us, we particularly welcome applications from disabled, racialised minority and LGBTQ+ candidates, as these people are under-represented at Samaritans.