Service Improvement Business Analyst

Gmca; Manchester; Hybrid; GBP 46,000 - 50,000; Full time

Job summary

GMCA is recruiting a Service Improvement Business Analyst to join the PMO. You will map processes, identify inefficiencies and risks, and help develop practical, evidence-based improvements across GMFRS.

You will gather requirements, define current and future state processes, support option development, and contribute to a prioritised improvement pipeline with clear benefits tracking. The contract is fixed‑term for 2 years with hybrid working in Manchester.

Qualifications

• Experience in service improvement or business analysis within a complex organisation.
• Strong problem-solving, attention to detail, and ability to translate findings into clear recommendations.
• Ability to communicate with stakeholders and produce high-quality documentation.
• Degree level in business analysis, service improvement, public administration, or equivalent.

Responsibilities

• Undertake business analysis and process mapping to identify inefficiencies.
• Define current and future state processes and support option development.
• Contribute to prioritised pipeline of improvement activity and benefits tracking.
• Produce high-quality reports and briefing materials to inform decision-making.

Skills

Business analysis

Process mapping

Root cause analysis

Stakeholder management

Analytical thinking

Education

Degree in business analysis / related field

Tools

Process mapping tools

Benefits tracking tools

Root cause analysis tools

Job description

Vacancy: Service Improvement Business Analyst

Contract: Fixed term for 2 years

Hours of work: 36.25 per week

Salary: Grade 8, £45,529 - £49,817 (subject to job evaluation)

Location: The post holder will work in a hybrid manner, typically working at Whitefield Fire Station (M45 7SY) 2 days a week, at Fire Service Headquarters, Thompson Street, Manchester (M4 5FP) 1 day a week, and working from home 2 days a week.

About the role

This is a newly established role; part of the existing Portfolio Management Office (PMO), supporting the delivery of structured, proactive and evidence-led service improvement activity across GMFRS. Working closely with the Service Improvement Project Lead, you will help the organisation move from reactive problem-solving to a more preventative, root cause-driven approach to continuous improvement.

You will undertake business analysis, process mapping and diagnostic activity to help understand current ways of working, identify inefficiencies, failure demand, risks, and root causes, and support the development of practical, evidence-based solutions. Working collaboratively across directorates, enabling teams and wider partners, you will gather requirements, define current and future state processes, support option development and contribute to the delivery of a prioritised pipeline of service improvement activity.

The role will support the production of high-quality process maps, analytical outputs, reports, papers and briefing materials to inform decision‑making, implementation, and governance. You will also support the identification, tracking and realisation of benefits arising from improvement activity, helping ensure changes are measurable, evidenced, sustainable and aligned to organisational priorities.

You will contribute to strengthening organisational learning, inspection readiness, and consistency of approach across GMFRS, while supporting the embedding of a culture of continuous improvement, innovation, and constructive challenge.

About you

We are looking for a proactive, analytical, and well‑organised Business Analyst with experience of supporting service improvement, business analysis, process mapping or change activity within a complex organisation. You will have strong problem‑solving skills, excellent attention to detail and the ability to interpret information, identify issues and translate findings into clear recommendations and practical solutions.

You will be confident working with a range of stakeholders, able to build effective working relationships and comfortable providing constructive challenge in a collaborative and pragmatic way. You will be able to communicate complex information clearly to different audiences and produce high‑quality documentation, reports, briefing materials and analytical outputs.

You will have knowledge of improvement methodologies and tools, including process mapping, root cause analysis, process redesign, and benefits tracking. You will also understand the importance of governance, performance, assurance, and benefits realisation in supporting successful and sustainable improvement activity.

You will be educated to degree level in a relevant discipline such as business analysis, service improvement, public administration, or a related field, or able to demonstrate equivalent experience. Experience of working within a public sector or partnership environment would be desirable, and experience within a blue light service would be advantageous.

About us

Greater Manchester Fire and Rescue Service (GMFRS) is officially recognised as one of the top‑performing, and most improved services in England. In their latest report, His Majesty's Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) awarded GMFRS the first "Outstanding" ratings in its history, cementing its place near the very top of national rankings. This is an exciting opportunity to help shape how GMFRS continues on its upwards trajectory, supporting structured, evidence‑led improvement activity that helps deliver better outcomes for our people, communities, and partners.

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Hybrid working

This role is part of GMCA's hybrid working scheme. As part of our commitment to 'Build Back Fairer' in Greater Manchester following the Covid-19 pandemic, we have evolved our management methods by trusting and empowering staff to deliver their work in the best way that suits the business and their individual needs, and supports health and wellbeing. Our hybrid working policy sets out a flexible approach, combining attendance at our Manchester city centre office, allocated GM Local Authority office(s), or on site in the community, with remote working, typically from home (within a reasonable commutable distance from Greater Manchester); the location of work is primarily dictated by the needs of the business: 'Do what is right for you and the business on that day'. If appointed to the role you will work with your manager to agree and regularly review the best working pattern for you, your team and your work.