CRM Business Analyst

ROYAL BOROUGH OF KENSINGTON AND CHELSEA; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A local government council in London is seeking a Housing IT Business Analyst to enhance housing services using technology. This fixed-term role requires strong business analysis skills, experience with Microsoft Dynamics 365 CRM, and the ability to work collaboratively to improve resident access to housing services. Join a dedicated team committed to making a positive impact on the community.

Benefits

Access to modern tools

Opportunities for growth

Impactful projects

Qualifications

• Experienced Business Analyst with background in housing or local government.
• Ability to translate business needs into technical requirements.
• Comfortable in fast-moving environments with strong analytical skills.

Responsibilities

• Take ownership of projects across Housing IT systems.
• Translate technical requirements for developers.
• Lead workshops and document user stories.

Skills

Business Analysis

Communication Skills

Workshop Facilitation

Requirements Documentation

Data Standards Knowledge

Tools

Microsoft Dynamics 365 CRM

Project Management Tools

Job description

Use your tech skills to drive smarter housing services - and make a real difference to thousands of residents.

This is a fixed term contract until 14th June 2026

As a Housing IT Business Analyst, you'll help shape better services for people across our borough. From day one, you'll be at the heart of change - turning big ideas into real-life solutions that help residents access the support they need, faster and more easily.

Working Style:

You'll be based in the Borough for 3 days a week, playing a key role in serving the local community. Whether you're working on the frontline or behind the scenes, you'll be part of a dedicated team making a real difference to residents' lives.

What you'll be doing:

This is a role that sits at the crossroads of housing and technology - where smart systems meet real-world impact.

You'll take ownership of projects and developments across our key Housing IT systems - including MS Dynamics 365 CRM, One Housing, Keystone Asset Management and Total Mobile Connect. Whether it's improving self-service for residents, streamlining back-office processes or fixing bugs that cause bottlenecks, your work will make things simpler, faster and better for everyone involved.

You'll work closely with service teams to understand what's needed, then translate that into clear technical requirements for developers. You'll lead workshops, map current and future processes, and write up user stories, test cases and documentation. You'll also help run user testing, support training and make sure that every solution is fit for purpose before it goes live.

It's a fast-moving, collaborative environment where your ability to explain the complex in simple terms - and vice versa - will be key.

For further details, please review the Job Description and Person Specification.

What you'll bring

You're an experienced Business Analyst with a background in housing, local government or similar public-facing services. You understand the balance between business needs and technical capability - and know how to bridge that gap.

You've worked with Microsoft Dynamics 365 CRM (or similar systems), and you're confident running workshops, documenting requirements, and supporting testing and rollouts. You're comfortable switching between technical detail and big-picture thinking - and you're always looking for ways to improve user experience and service delivery.

You're organised, analytical and clear-headed under pressure, with strong communication skills and a natural ability to build trust with people at all levels. You understand data standards, GDPR, change control and accessibility - and you believe in technology that works for everyone.

Most of all, you're driven by purpose - ready to roll up your sleeves and use your skills to help services run better and residents feel supported.

Why join us

At RBKC, we're all in - investing in our people, our communities and our future.

In this role, you'll be a key player in transforming how housing services work across the borough. You'll be part of a friendly, forward-thinking IT team that values innovation, collaboration and impact. With access to modern tools, meaningful projects and plenty of opportunities for growth, you'll have the freedom to shape your role and your career.

You'll also see the real-world effect of what you do - from faster case resolution to smoother self-service for residents. This isn't just systems work. It's about building tech that changes lives.

About us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.

As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

In this role, you'll be part of that mission. You'll show what "we're all in" means by diving deep into complex systems, turning challenges into solutions, and helping teams across housing deliver services that truly work for the people who rely on them.

Interview Details

Interviews will be held on week commencing 25th August 2025 and these will be held in person.

Ready to join us?

We're all in - are you? If you share our values and have the skills to contribute, we'd love to hear from you.

Please apply online explaining how you meet the requirements set out in the person specification and job description.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.