Digital Business Analyst

• Lead discovery across internal and external user groups, running workshops, interviews, and process reviews with operational teams, installers, certification bodies, and consumers to capture needs, pain points, and improvement opportunities
• Map and document end-to-end user journeys for both internal and external audiences, ensuring that requirements reflect not only the operational process but also the experience of the people using the service
• Work alongside design and delivery partners to ensure external-facing interfaces are accessible, intuitive, and inclusive, balancing operational requirements with user experience principles
• Translate business and user needs into clear deliverables, user stories, acceptance criteria, process maps, journey maps, and functional specifications that guide both back-end configuration and front-end design
• Collaborate with delivery partners to validate requirements, review proposed configurations, and ensure business goals are met
• Maintain and refine the product backlog in collaboration with the Digital Applications Manager and wider Digital team, providing analysis, impact assessments, and delivery insight to support prioritisation
• Maintain traceability and version control across all documentation, ensuring requirements and decisions are recorded and easily accessible
• Support design discussions and change governance, ensuring scope, dependencies, and risks are clearly articulated and managed
• Assess the impact of proposed changes, identifying risks, dependencies, and mitigations to reduce adverse effects on users and operations
• Communicate analysis outcomes and recommendations in clear, accessible language to both technical and non-technical audiences
• Champion business analysis standards and continuous improvement across the Digital team, capturing lessons learned and refining discovery and documentation approaches over time
• Work closely with technical colleagues to ensure requirements are clear, testable, and ready for implementation and operational support

Technologies:

• Azure
• CRM
• Support
• Microsoft Dynamics 365 CRM
• Microsoft Power Platform
• Power BI
• Office 365
• Cloud
• Embedded

More:

We are MCS (Microgeneration Certification Scheme), the UKs national quality mark for small-scale renewable technology, such as solar panels and heat pumps. We set standards and provide protection to give consumers confidence in renewable technologies that heat and power homes and small businesses, and we work with industry to define, maintain, and improve quality across low-carbon energy technology products, contractors, and installations. We have recently launched the redevelopment of the Scheme, with a greater focus on consumer protections, quality workmanship, and dispute resolution, and we are supporting the UKs progress towards Net Zero. You would be joining a strong and ambitious team of just over 100 people and growing, with a culture that is expert, open and inclusive, innovative, understanding, principled, and passionate. We offer 25 days annual leave plus bank holidays, flexible working options, a 37.5-hour Monday to Friday working week, company pension, wellbeing support, professional development, social events, free parking and EV charging when working from the office, and other benefits. You would join our growing Digital function, which supports Microsoft Dynamics 365 CRM, the Azure-based MCS Installations Database, and our wider Azure and Power Platform environment, working across the organisation to deliver digital change that improves quality, efficiency, and consumer protection.

• Experience in business analysis, requirements elicitation, and process documentation
• Experience working on both internal back-office systems and external-facing digital services, with an understanding of how requirements differ between the two
• Understanding of Agile ways of working, including epics, user stories, acceptance criteria, and iterative delivery
• Knowledge of the Microsoft Power Platform, including Power Apps, Power Automate, and Power BI
• Awareness of data protection, GDPR, governance, and good practice in system or process change
• Familiarity with user experience principles, accessibility standards, and service design approaches
• Ability to map user journeys and translate user needs into clear, structured requirements that account for varied audiences and use cases
• Strong analytical thinking and problem-solving with excellent attention to detail
• Confident facilitator, able to run workshops and stakeholder interviews effectively
• Ability to document requirements, process maps, and acceptance criteria with clarity and structure
• Excellent written and verbal communication, capable of explaining complex topics to non-technical audiences
• Strong stakeholder management, able to build relationships, manage expectations, and bring diverse audiences along on the journey
• Comfortable using collaboration and requirements tools
• Strong organisation and time management; able to handle multiple workstreams and deadlines
• Curious about people as well as process, comfortable spending time understanding how different users experience a system, not just how it is meant to work
• Completion-focused with a structured, get things done mindset
• Collaborative and approachable, builds strong relationships across teams and with partners
• Calm and professional when facilitating discussions, negotiating preferred solutions or resolving ambiguity
• Adaptable with a continuous improvement mindset
• Purpose-driven, enthusiastic about digital transformation in support of our mission, vision and purpose