ICT Business Analyst

St Basils Charity Ltd; Birmingham; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Generous annual leave

Ongoing training and professional dev.

Supportive team

Job summary

St Basils Charity Ltd in Birmingham is seeking an experienced Business Systems Specialist to provide third-line support and shape how technology is used across the organisation.

You will lead on the Housing Management System, work with suppliers and the ICT Team, and develop, test and train users on core apps, reports and dashboards using SQL and SSRS.

Qualifications

• Experience supporting Housing Management or similar critical systems.
• Strong third-line application support and troubleshooting skills.
• Experience implementing software, upgrades and system changes.
• Knowledge of business analysis, requirements gathering and process mapping.
• Experience producing functional specifications, test plans and system documentation.
• Ability to communicate with both technical and non-technical audiences.

Responsibilities

• Lead on third-line specialist support for the Housing Management System and other core business applications.
• Manage and support software upgrades, new system implementations and system enhancements.
• Gather and analyse business requirements, map processes and translate operational needs into effective system solutions.
• Engage with stakeholders across St Basils to understand expectations and opportunities for improvement.
• Support colleagues with day-to-day technical and user issues relating to CRM and other business systems.
• Use SQL and SSRS to produce reports and monitor data integrity.
• Develop testing programmes, functional specifications and robust test plans for business systems.
• Conduct quality assurance and system testing before changes are released.
• Produce clear system documentation, guidance and process records.
• Prepare and deliver software updates and training sessions for colleagues.
• Liaise with remote support teams, software suppliers and third-party vendors to resolve issues.

Skills

Third-line support

SQL

SSRS

Housing Management System

Business analysis

Reporting

User training

Stakeholder management

Tools

SQL Server

SSRS

Job description

37.5 hours per week

St Basils is looking for an experienced Business Systems Specialist to provide third-line support and help shape how technology is used across our organisation.

Working closely with colleagues, suppliers and the wider ICT Team, you will support the design, configuration and continuous improvement of our key business applications. You will take a leading role in the development and effective use of our Housing Management System while acting as the bridge between business stakeholders and technical teams.

This is a varied role combining technical support, business analysis, system implementation, reporting, testing and user training.

Key Responsibilities

• Lead on third-line specialist support for our Housing Management System and other core business applications.
• Manage and support software upgrades, new system implementations and system enhancements.
• Gather and analyse business requirements, map processes and translate operational needs into effective system solutions.
• Engage with stakeholders across St Basils to understand expectations, identify gaps and uncover opportunities for improvement.
• Support colleagues with day-to-day technical and user issues relating to CRM and other business systems.
• Use SQL and SSRS to produce reports and help monitor and improve data integrity.
• Develop testing programmes, functional specifications and robust test plans for business systems.
• Conduct quality assurance and system testing before changes are released.
• Produce clear system documentation, guidance and process records.
• Prepare and deliver short software update and training sessions for colleagues.
• Liaise with remote support teams, software suppliers and third-party vendors to resolve issues.
• Help colleagues understand and make effective use of the software available to them.
• Support new technology initiatives and remain flexible in working with software already in use or planned for introduction.
• Ensure all work complies with St Basils' information systems policies, standards and guidelines.

About you

You will be a supportive and solutions-focused specialist who can communicate confidently with both technical and non-technical audiences. You will be comfortable investigating complex issues, challenging existing processes constructively and turning business requirements into practical improvements.

You will ideally bring:

• Experience supporting Housing Management, CRM or comparable business-critical systems.
• Strong third-line application support and troubleshooting skills.
• Experience implementing software, upgrades and system changes.
• Knowledge of business analysis, requirements gathering and process mapping.
• Working knowledge of SQL and SSRS, including reporting and data-integrity analysis.
• Experience producing functional specifications, test plans and system documentation.
• A thorough approach to testing and quality assurance.
• The ability to manage relationships with suppliers and third-party support providers.
• Confidence delivering system guidance and training to users with different levels of technical knowledge.
• Strong communication, organisation and stakeholder-management skills.
• A commitment to confidentiality, personal integrity and responsible handling of sensitive information.

At St Basils, you'll become part of one of the UK's leading youth homelessness organisations, helping more than 5,000 young people each year. We don't just provide accommodation; we help young people discover their strengths, realise their potential and build brighter futures.

You'll be joining a supportive, values-driven team where your wellbeing matters, your ideas are welcomed, and you'll have opportunities to learn, develop and progress your career.

In return, we offer:

• Generous annual leave.
• Ongoing training and professional development.
• A supportive team that celebrates success and supports one another.

St Basils is committed to creating and maintaining an environment for young people, colleagues, volunteers and partners that is free from discrimination, harassment and victimisation, where diversity is valued, equity is promoted and everyone is treated with dignity, fairness and respect.

We welcome applications from people of all backgrounds, identities and lived experiences and are committed to making reasonable adjustments throughout the recruitment process and during employment where required.

We are committed to building a workforce that reflects the diversity of the communities we serve and particularly welcome applications from groups that are currently under-represented within our workforce, including people with disabilities, care-experienced people, people with lived experience of homelessness, and people from ethnically diverse backgrounds.

All appointments will be made on merit, based on the skills, experience and behaviours required for the role. Where appropriate, we use inclusive recruitment practices designed to reduce bias and provide all applicants with an equal opportunity to demonstrate their suitability for the role.

The Charity

St Basils is the largest organisation in the West Midlands working exclusively with young people aged 16–25 who are homeless or at risk of homelessness.

Every year, we support more than 4,000 young people across Birmingham, Sandwell, Solihull, Warwickshire, Worcestershire, Wyre Forest, and Coventry.

Through our prevention, accommodation, and support services, we help young people build the stability, skills, and confidence they need to move towards independent living, education, training, and employment, breaking the cycle of homelessness and creating brighter futures.

Each year, more than 1,000 young people are supported in our 45+ accommodation schemes, including some young parents and their children.

Alongside our regional services, St Basils works nationally with young people and partners through our Youth Voice programme and our Positive Pathway Framework, helping to influence and improve services across the country.

St Basils is committed to safeguarding young people and ensuring our recruitment processes minimise potential risks. We are an official registered provider of Ofsted Supported Accommodation Services (registration number 2762394).

All successful applicants will be subject to appropriate safer recruitment checks, including an enhanced DBS check, full employment history checks and references covering the required period.

Proof of right to work in the UK will be required for all applicants in line with UK Home Office requirements before an employment offer can be confirmed.

St Basils is an accredited Disability Confident Leader employer, committed to employing, keeping and developing all our people. We want everyone’s recruitment journey with us to be positive and fair.

Please let us know if you need any reasonable adjustments, additional support, or accessibility assistance during the application process.

All successful applicants will be subject to appropriate safer recruitment checks, including an enhanced DBS check, full employment history checks and references covering the required period.

A Company Limited by Guarantee (number 3964376)
A Registered Provider – registered with the Regulator of Social Housing (number H3994)
A Charity – registered with the Charity Commission (number 1080154)
71-75 ALLCOCK STREET, BIRMINGHAM, B9 4DY
REGISTERED CHARITY IN ENGLAND & WALES