ICT Business Analyst

Exciting Career Opportunity at Citizen!

Are you a driven professional seeking to make an impact in ICT?

With over fifty years of experience, we have grown to become one of the UK’s leading social housing providers. Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns. Find out more about the work we do here: Citizen

Position: ICT Business Analyst

Salary: £45,074 (4% salary increase from 1st April 2026)

Location: Hybrid – 40% in Solihull Parkway

Key Responsibilities:

We are looking for a proactive and collaborative Business Analyst to join our team, working across Housing and ICT. In this role, you will lead engaging workshops to gather requirements, understand business challenges, and map current and future processes. You will translate business needs into clear, high-quality artefacts such as process maps, user stories, and detailed specifications, ensuring requirements are well defined and actionable. Working closely with ICT colleagues and external suppliers, you will support the delivery of system changes, workflow improvements, and configuration updates.

You will play an active role in testing, including creating and executing test scripts and managing defects, while continuously identifying opportunities to streamline processes, reduce manual effort, and enhance data quality. The role also involves producing and maintaining high-standard SOPs, user guides, and training materials, building strong working relationships with internal teams and external stakeholders, and providing day-to-day line management and development support to a BA Apprentice. This is an excellent opportunity for someone who is passionate about driving improvement and delivering meaningful change.

Qualifications and experience:

• Strong experience as a Business Analyst, with proven ability to gather requirements and map processes clearly.
• Either strong ICT systems knowledge or strong Housing operations knowledge (repairs, lettings, income, tenancy, compliance).
• Ability to translate complex information into clear requirements and documentation.
• Experience supporting system changes, configuration or integrated workflows.
• Strong communication skills, with the ability to engage technical and non‑technical stakeholders.
• Experience writing or supporting system test scripts.
• Experience coaching or mentoring others (or willingness to develop line‑management skills).
• Housing management system experience (ActiveH, Northgate, Orchard, Dynamics, Civica) (desirable)
• BA or project management qualifications such as BCS, Agile or PRINCE2 (desirable)

Manager’s Quote:

“You’ll be joining a genuinely supportive ICT & Transformation function where we value openness, collaboration and real problem‑solving. The work you do will make a direct difference to our Housing teams and the customers we serve, and you’ll also play a key role in developing our BA Apprentice. If you like variety, ownership and real impact — this is a brilliant place to be.”

What We Offer:

• Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

Benefits:

• Annual Leave: Annual leave starts at 26 days per year plus bank holidays
• Annual leave purchase scheme – option to buy up to an additional 5 days per year
• Enhanced family leave (maternity, paternity and adoption)
• Organisational sick pay
• Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
• Health and Wellness: Comprehensive health insurance and wellness programs.
• Work-Life Balance: Flexible working hours and generous leave policies.
• Employee Development: Access to training programs and career development resources.

Find out more here: Citizen | Benefits

Company Culture: 

We will be an employer of choice and invest in our people

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in ICT.

 We will work together as one team and embrace our Citizen values.

Stay Connected: Follow us on Profile / X, Citizen | Facebook and Instragram - Citizen to stay updated on our latest news and opportunities.

Closing date: 8th March 2026

Interview date: w/c 9th March 2026

We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time.  We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.