Senior Systems Business Analyst

About the role

This is an exciting and varied role combining leadership, business analysis, systems support, process improvement, and technology. Two permanent vacancies are available within the London Borough of Waltham Forest.

You will play a leading role in the support and development of Mosaic, the council's social care case management system, and its wider case management systems, working closely with operational services such as social workers and across a variety of teams and suppliers. You will lead and support the analysis of business processes and requirements, identify opportunities for improvement, and help translate these into practical system and process solutions, while also providing senior, hands-on support for complex system issues and changes, including configuration, testing, and implementation.

Alongside this, you will help lead the systems support function, prioritise competing demands, develop the systems road map, and support the development of business analysts. This role will suit someone who enjoys combining analytical thinking and leadership with practical problem-solving and technology.

This is a hybrid and front-facing role, with a minimum of two days per week on site and potentially more where required by service needs. You will be required to work from different council locations within the borough.

Key responsibilities include:

• Leading and developing the Mosaic system support service, including managing support requests, system performance, and issue resolution.
• Delivering system improvements, configuration, testing, and change management.
• Driving digital transformation and process improvement initiatives across the organisation.
• Working with stakeholders to gather requirements and deliver business solutions, ensuring data quality, governance, and regulatory compliance.
• Leading, coaching, and developing the system support team, and building strong relationships with service managers, ICT teams, and suppliers.

To apply, submit your application online including a supporting statement that outlines how your skills and experience make you a good candidate for this vacancy. The council reserves the right to close this vacancy early if sufficient applications are received, so early submission is encouraged. For questions about the role or application process, contact Tom Dowler, Strategy and Policy Manager, at Tom.Dowler@walthamforest.gov.uk. For technical issues with the online application, contact the Recruitment Team at recruitment@walthamforest.gov.uk.

About You

Waltham Forest is looking for an experienced systems professional who is confident moving between strategic oversight and hands-on delivery. The right candidate will bring both technical depth and the interpersonal skills to work effectively with senior managers, operational teams, and suppliers.

The ideal candidate will:

• Have strong experience in a Business Analyst, Systems Analyst, Project Manager, or similar systems-focused role.
• Demonstrate excellent business analysis, process improvement, and problem-solving skills.
• Have experience supporting or delivering changes to complex business systems.
• Possess strong stakeholder management skills, including the confidence to engage with senior managers, operational teams, technical colleagues, and suppliers.
• Have experience leading work, managing competing priorities, and supporting the development of others.
• Bring a practical, solutions-focused approach with the ability to move comfortably between strategic issues and hands-on delivery.
• Have experience of social care, local government, or case management systems such as Mosaic — though strong transferable systems and business analysis experience is equally welcome.

Waltham Forest is a diverse borough where diversity is valued and is integral to both service delivery and employment of its staff. The council uses its statutory duties on race, gender, and disability equality, and best practice in respect of age, faith, and sexual orientation, to ensure equality of opportunity in the workplace. To reduce the risk of bias in recruitment, the council operates an anonymous shortlisting process. Candidates who self-identify as having a disability are considered under the Disability Confident scheme for roles graded up to and including scale SO2.

This post is politically restricted under the Local Government Officers (Political Restrictions) Regulations 1990. Satisfactory employment references and CIFAS identity checks are required, along with a satisfactory declaration of interest. As a public authority, the council requires that staff in public-facing roles are able to speak fluent English sufficient for the effective performance of their role.

Waltham Forest's Offer to You

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a highly ambitious borough, driven by the creativity of its residents and a commitment to building stronger communities. The council is relentlessly resident-focused, insight-led, digitally driven, and commercially minded.

Waltham Forest is one of the Mayor of London's Good Work Standard employers, an accreditation reflecting commitment to fair pay and conditions, workplace wellbeing, skills and progression, and diversity in recruitment. The council actively supports flexible working arrangements where service needs allow.

• Accredited Good Work Standard employer, recognised for fair and inclusive workplace practices.
• Anonymous shortlisting process to reduce bias in recruitment.
• Flexible working options considered for all roles, discussed at interview or in advance.
• Commitment to skills development, progression, and staff wellbeing.
• And more — visit the council's jobs pages for the full range of employee benefits.