About the Role
Business Analyst - Transformation & Process Improvement Process Design | Operating Model | SOPs | Automation Enablement Broster Buchanan is partnering with a growing technology services organisation at a pivotal stage of transformation . The business is evolving from a Value‑Added Reseller (VAR) / Systems Integrator into a scalable, services‑led Managed Services Provider (MSP), and this role sits at the centre of that journey. We're looking for a Business Analyst with strong process and operating‑model experience who enjoys working in complex environments and turning ambiguity into clear, scalable ways of working . This is a hands‑on transformation role , not a documentation exercise. The Role You'll work across Sales, Finance, Solutions, Service Delivery and IT , redesigning how the organisation operates end‑to‑end to support scale, automation and long‑term growth. You'll take ownership from process discovery through to adoption , ensuring change sticks — not just that it gets written down. What You'll Do Map and analyse end‑to‑end processes across the customer lifecycle (Lead‑to‑Order, Order‑to‑Cash, Service Delivery, Billing, Renewals) Design future‑state (to‑be) processes that standardise operations and enable system automation Create clear Standard Operating Procedures (SOPs) , playbooks and templates that teams actually use Translate processes into business requirements, user stories, acceptance criteria and test scenarios Facilitate cross‑functional workshops to gather requirements and drive alignment Support implementation, UAT and change adoption to embed new ways of working What We're Looking For Proven experience as a Business Analyst / Process Analyst / Continuous Improvement Analyst Strong process mapping expertise (as‑is/to‑be, swimlane diagrams, handoffs, RACI) Experience creating practical SOPs and operational documentation Confident working with senior stakeholders and running workshops Comfortable in transformation and system‑enabled change environments Experience with CRM, ERP or IT service platforms (e.g. Salesforce, NetSuite, ITSM tools) is beneficial This Role Is Not for You If... You only want to work from fully defined requirements You prefer documenting existing processes rather than redesigning them You avoid ambiguity or challenging "how things have always been done" You focus on deliverables rather than real adoption and impact You want a narrow BA role rather than working end‑to‑end across a business But if you enjoy complexity, ownership and shaping how an organisation truly operates, this role will suit you extremely well. Why Join? A high‑impact transformation programme , not business‑as‑usual Real ownership and visibility of your work Opportunity to design the foundations of a modern MSP operating model Location: Gloucestershire - 3 days per week, onsite Salary: £50,000 + package