Business Analyst / Service Designer

📍 Job Overview

Job Title: Business Analyst / Service Designer

Company: Differentis

Location: London, England, United Kingdom

Job Type: FULL_TIME

Category: Revenue Operations, Sales Operations, GTM Strategy

Date Posted: 2026-07-30T16:17:39

Experience Level: 5-10 years

Remote Status: Hybrid (1-2 days onsite required in London)

🚀 Role Summary

• This role focuses on enhancing and redesigning critical Security Access Management services within a Higher Education institution, requiring a strong blend of Business Analysis and Service Design expertise.

• The core objective is to improve user experience and operational efficiency through meticulous service design, process mapping, and the development of future-state operating models.

• Success will be measured by the ability to translate complex business needs into actionable service improvements, leveraging deep understanding of process optimization and stakeholder management.

• This position is a 6-month contract role with a competitive daily rate, offering the flexibility of hybrid working, making it ideal for experienced operations professionals seeking impactful project-based work.

📝 Enhancement Note: While the core responsibilities lean towards service design and business analysis, the context of "Security Access Management services" and the emphasis on "operating model design" and "process improvement" within a Higher Education setting strongly align with GTM Operations and Revenue Operations principles. These roles often involve optimizing access to critical systems that drive sales, service delivery, and overall business efficiency. The need for process mapping, stakeholder engagement, and defining future-state operations directly translates to improving the internal mechanisms that support revenue generation and customer lifecycle management.

📈 Primary Responsibilities

• Facilitate detailed workshops with diverse stakeholders (business users, SMEs, IT teams) to comprehensively gather and document business requirements for Security Access Management services.

• Develop detailed AS-IS and TO-BE process maps, service blueprints, and customer journey maps to visually represent current states and articulate desired future states for service delivery.

• Proactively identify and analyze opportunities for significant process improvement, simplification, and strategic automation within the Security Access Management lifecycle, aiming for enhanced efficiency and user satisfaction.

• Support the design and definition of target operating models, including governance structures, service catalogues, and escalation pathways, to ensure robust and scalable service delivery.

• Produce comprehensive business requirements documents, conduct thorough gap analysis between current and future states, and formulate clear, actionable recommendations for service enhancement.

• Collaborate effectively with business stakeholders, subject matter experts, and technology teams to ensure alignment and successful implementation of designed services.

📝 Enhancement Note: The responsibilities listed are highly relevant to operations roles. "Facilitate workshops and gather business requirements" is crucial for understanding operational needs. "Develop AS-IS and TO-BE process maps, service blueprints and customer journeys" are core to process optimization and service delivery design. "Identify opportunities for process improvement, simplification and automation" directly speaks to operational efficiency. "Support the design of target operating models, governance and service catalogues" is fundamental to establishing scalable operational frameworks. "Produce business requirements, gap analysis and recommendations" and "Work closely with business stakeholders, SMEs and technology teams" are standard for driving operational change and alignment.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a Bachelor's degree in a relevant field such as Business Administration, Information Technology, Operations Management, or a related discipline is highly recommended to demonstrate foundational knowledge. Experience:

• A minimum of 5-10 years of progressive experience in Business Analysis or Service Design roles, with a proven track record of successfully delivering complex projects.

• Direct experience within the Higher Education sector is a mandatory requirement, demonstrating a nuanced understanding of its unique operational challenges and stakeholder dynamics.

• Extensive experience in developing and utilizing AS-IS and TO-BE process maps, service blueprints, and customer journey maps to drive service improvements.

• Demonstrated success in facilitating workshops, conducting stakeholder interviews, and managing diverse stakeholder expectations in a collaborative environment.

• Strong expertise in service design principles, customer-centricity, and applying process improvement methodologies to enhance operational efficiency and user experience.

• Solid understanding of operating models, service management principles (e.g., ITIL), and governance frameworks relevant to enterprise service delivery. Required Skills:

• Business Analysis: Proficient in requirements elicitation, documentation, and management.

• Service Design: Expertise in user-centered design, service blueprinting, and customer journey mapping.

• Process Mapping: Advanced skills in creating AS-IS and TO-BE process flows using standard methodologies.

• Stakeholder Engagement: Proven ability to build rapport, manage expectations, and drive consensus among diverse groups.

• ServiceNow: Hands-on experience with enterprise platforms like ServiceNow is a mandatory requirement for this role.

• Requirements Gathering: Skilled in employing various techniques to capture accurate and comprehensive business needs.

• Process Improvement: Demonstrated ability to identify, analyze, and implement process enhancements.

Preferred Skills:

• Operating Model Design: Experience in designing and implementing target operating models.

• Service Management Principles: Familiarity with frameworks like ITIL.

• Automation Strategy: Understanding of automation opportunities within service delivery.

• Gap Analysis: Ability to clearly identify discrepancies and propose solutions.

• Higher Education Sector Knowledge: Deep understanding of academic institutions' operational structures and challenges.

📝 Enhancement Note: The requirement for "Higher Education experience" is crucial. The emphasis on "ServiceNow" strongly suggests the need for candidates who can leverage this platform for process automation, workflow management, and service delivery, which are key components of efficient GTM and Revenue Operations. The combination of Business Analysis and Service Design expertise is ideal for roles focused on optimizing internal workflows and customer-facing service delivery.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Improvement Case Studies: Showcase 2-3 detailed case studies demonstrating your ability to analyze existing processes (AS-IS), identify inefficiencies, and design optimized future states (TO-BE). Each case study should clearly outline the problem, your approach, the tools/methodologies used, and quantifiable results (e.g., time saved, error reduction, cost savings).

• Service Blueprint/Customer Journey Examples: Include visual examples of service blueprints or customer journey maps you have created, highlighting how these artifacts were used to understand user pain points and design improved service interactions.

• Requirements Documentation Samples: Provide anonymized samples of business requirements documents, user stories, or functional specifications you have developed, demonstrating clarity, completeness, and adherence to industry best practices.

• Operating Model/Governance Frameworks: If possible, include examples or high-level descriptions of operating models or governance frameworks you have contributed to designing, showcasing your understanding of organizational structure and service delivery mechanisms.

Process Documentation:

• Workflow Design & Optimization: Demonstrate proficiency in documenting complex workflows, identifying bottlenecks, and proposing streamlined alternatives that enhance operational efficiency and user experience.

• System Implementation Standards: Illustrate your understanding of how to document requirements for system implementations (e.g., ServiceNow modules), ensuring alignment with business objectives and process designs.

• Measurement & Performance Analysis: Show how your process documentation includes metrics and KPIs for measuring performance and identifying areas for continuous improvement.

📝 Enhancement Note: For roles involving process improvement and system design, a portfolio is critical. The emphasis on AS-IS/TO-BE mapping, service blueprints, and operating models suggests a need for candidates who can visually and systematically articulate complex processes. Including examples of how these artifacts led to measurable improvements or informed system configurations (like ServiceNow) will be highly advantageous.

💵 Compensation & Benefits

Salary Range:

• Given the contract nature (6 months), competitive daily rate outside IR35, and location in London, a typical range for an experienced Business Analyst/Service Designer with 5-10 years of experience would be between £450 - £700 per day. This estimate is based on market research for similar contract roles in London, considering the required skills, experience level, and the "Outside IR35" status which typically commands a higher rate than PAYE. Benefits:

• Competitive Daily Rate: Paid outside of IR35, offering greater take-home pay for contractors.

• Hybrid Working Model: Flexibility to work remotely with the requirement of 1-2 days per week onsite in London, promoting work-life balance and collaboration.

• Project Impact: Opportunity to work on a critical service redesign project with tangible impact within the Higher Education sector.

• Contract Duration: A defined 6-month contract provides a clear scope and project timeline.

• Potential for Extension: While not guaranteed, successful completion of the initial contract may open doors for extensions or future opportunities.

Working Hours:

• Standard full-time hours, typically 35-40 hours per week. The hybrid model allows for some flexibility in scheduling onsite days, but core working hours will align with business needs and team collaboration requirements.

📝 Enhancement Note: The "Competitive (Outside IR35)" daily rate is a key compensation indicator. For London-based contract roles at this experience level, a range of £450-£700 per day is a reasonable estimate. The hybrid nature and the 6-month contract term are also significant factors for potential candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Consulting / Professional Services (Differentis) within Higher Education (Client Sector)

Company Size: Typically, consulting firms like Differentis can range from small boutique firms to mid-sized organizations. Given they are a teamtailor user, they likely have a structured but agile operation. The client is in Higher Education, a sector characterized by established institutions with complex bureaucratic structures and a focus on academic excellence and student welfare.

Founded: Differentis was founded in 2014, indicating a relatively established but modern consulting firm with nearly a decade of experience.

Team Structure:

• Consulting Team: You will likely be part of a project team led by a senior consultant or project manager from Differentis. This team will include other specialized consultants (e.g., technical architects, change managers).

• Client Integration: You will work closely with the client's IT department, Security Access Management team, and relevant business stakeholders, acting as a bridge between the consulting firm and the end-user institution.

• Cross-functional Collaboration: The role necessitates collaboration across business units, IT, and potentially external vendors to achieve comprehensive service redesign.

Methodology:

• Consulting Approach: Differentis likely employs a structured consulting methodology, focusing on diagnosing issues, designing solutions, and supporting implementation.

• Agile & Iterative: Given the focus on service design and process mapping, an agile or iterative approach is probable, allowing for flexibility and continuous feedback incorporation.

• Data-Driven Insights: The role emphasizes gathering requirements and analyzing processes, suggesting a reliance on data and evidence to inform recommendations.

Company Website: https://differentis.com

📝 Enhancement Note: Understanding the client's sector (Higher Education) is vital. These institutions often have unique governance, long decision-making cycles, and a strong emphasis on user experience for students and staff. Differentis, as a consulting firm, will bring its own methodologies, likely a blend of structured analysis and agile execution.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior individual contributor or specialist position. It's suitable for experienced professionals who can operate autonomously and lead specific workstreams within a broader project. It bridges the gap between pure analysis and strategic design.

Reporting Structure: You will report to a Project Manager or Senior Consultant at Differentis. You will also work closely with the client's project sponsor or lead for Security Access Management services.

Operations Impact: The role has a direct impact on the efficiency and effectiveness of critical IT security services. By improving access management, you contribute to enhanced data security, streamlined user onboarding/offboarding, and a better overall experience for students and staff, indirectly supporting the institution's core mission and operations.

Growth Opportunities:

• Specialization: Deepen expertise in Service Design, Process Optimization, or Security Access Management within the Higher Education sector.

• Consulting Skills: Enhance client management, stakeholder negotiation, and workshop facilitation skills.

• Project Leadership: Potential to lead smaller workstreams or contribute to project proposals.

• Cross-Sector Exposure: Future opportunities might arise with other clients or within different operational domains if the contract is extended or leads to further engagements.

📝 Enhancement Note: This is a contract role, so "growth" is primarily about skill acquisition and project experience rather than a direct promotion within a single company. The value lies in building a strong portfolio of complex projects and deepening specialist knowledge.

🌐 Work Environment

Office Type: Hybrid working model, requiring 1-2 days per week onsite in their London office. The remaining days can be worked remotely.

Office Location(s): 25 Wilton Rd, London, SW1V 1LG. This is a central London location, easily accessible via public transport.

Workspace Context:

• Collaborative Environment (Onsite): The London office will provide opportunities for face-to-face collaboration with fellow Differentis consultants, enabling brainstorming, workshop preparation, and team alignment.

• Tools & Technology: Access to standard office productivity software, potentially project management tools, and communication platforms (e.g., Teams, Slack). Specific client systems (like ServiceNow) will be integral to the work.

• Independent Work (Remote): Remote days will require a suitable home office setup, allowing for focused work on analysis, documentation, and virtual meetings.

Work Schedule: Standard full-time business hours, with the flexibility to manage remote workdays. Onsite days will require adherence to office working hours.

📝 Enhancement Note: The hybrid nature requires individuals to be self-disciplined for remote work while also being adept at in-person collaboration and networking when onsite. The London location is a prime spot for accessibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with a Differentis recruiter to assess basic qualifications, experience, and interest in the role.

• Hiring Manager/Senior Consultant Interview: A more in-depth discussion focusing on your experience in Business Analysis, Service Design, Higher Education, and your approach to problem-solving. Expect questions about your process mapping and stakeholder management skills.

• Portfolio Review / Case Study: You will likely be asked to present a selection of your work from your portfolio, focusing on a relevant case study (e.g., a process improvement project, service redesign). This is where you demonstrate your practical application of skills.

• Client Stakeholder Interview (Potential): Depending on the project structure, you might have a final interview with a key client stakeholder to assess cultural fit and alignment with their specific needs.

Portfolio Review Tips:

• Curate Selectively: Choose 2-3 strong, relevant examples that best showcase your capabilities in process mapping, service design, and stakeholder engagement, ideally within a similar sector or complexity.

• Focus on Impact: For each case study, clearly articulate the problem, the actions you took (methodology and tools), and the tangible outcomes or benefits achieved. Quantify results wherever possible.

• Visual Clarity: Ensure your service blueprints, journey maps, and process flows are clear, well-organized, and easy to understand. Be prepared to walk the interviewer through them.

• Tailor to the Role: Emphasize your experience with ServiceNow and your understanding of the Higher Education context. Highlight how your skills can directly address the needs of Security Access Management service redesign.

Challenge Preparation:

• Process Mapping Exercise: Be ready to discuss how you would approach mapping a given process or to potentially perform a simple mapping exercise live.

• Stakeholder Scenario: Prepare to discuss how you would handle a challenging stakeholder or a situation where requirements are conflicting.

• Service Design Thinking: Be prepared to articulate your approach to designing a new service or improving an existing one from a user-centric perspective.

📝 Enhancement Note: The portfolio review is critical for this role. Candidates should be ready to articulate their thought process, the methodologies they applied, and the measurable impact of their work. Highlighting experience with ServiceNow and the Higher Education sector will be key differentiators.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow: This is a mandatory requirement. Proficiency in using ServiceNow for workflow management, incident/request management, and potentially service portal design is essential.

• Process Mapping Software: Expertise in tools such as Visio, Lucidchart, Miro, or similar for creating AS-IS/TO-BE process maps and service blueprints.

• Collaboration Tools: Proficiency in virtual collaboration platforms like Miro, Mural, Microsoft Teams, or Zoom for facilitating remote workshops and discussions.

Analytics & Reporting:

• Business Intelligence Tools (Potential): Familiarity with BI tools for analyzing process data and identifying trends, though specific tools are not mentioned.

• Spreadsheet Software: Advanced skills in Excel or Google Sheets for data analysis and reporting.

CRM & Automation:

• CRM Systems (General Understanding): While not explicitly mentioned, understanding how service access integrates with broader CRM or identity management systems can be beneficial.

• Automation Concepts: Understanding of workflow automation principles, particularly as applied within platforms like ServiceNow, for streamlining processes.

📝 Enhancement Note: ServiceNow is the standout technology requirement. Candidates should be prepared to discuss their experience with its various modules and how they've leveraged it for process improvement and service delivery within an operational context.

👥 Team Culture & Values

Operations Values:

• Efficiency & Optimization: A drive to continuously improve processes and find more effective ways of working.

• User-Centricity: A focus on understanding and meeting the needs of end-users (students, staff) to enhance their experience.

• Collaboration & Communication: Valuing open communication and teamwork across different departments and with external partners.

• Problem-Solving: An analytical and proactive approach to identifying and resolving operational challenges.

• Data-Driven Decision Making: Using insights from data and analysis to inform recommendations and strategies.

Collaboration Style:

• Consultative: Working collaboratively with clients to understand their unique challenges and co-create solutions.

• Facilitative: Guiding workshops and discussions to achieve consensus and drive forward progress.

• Cross-Functional Integration: Bridging gaps between IT, business units, and operational teams to ensure holistic service design.

• Feedback-Oriented: Open to receiving and providing constructive feedback to refine designs and processes.

📝 Enhancement Note: The culture likely emphasizes a proactive, analytical, and collaborative approach, typical of effective consulting firms and operations teams focused on service improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Higher Education Bureaucracy: Higher Education institutions can have complex decision-making processes and established cultures that may resist rapid change.

• Balancing Stakeholder Needs: Synthesizing potentially conflicting requirements from various business units and IT teams.

• Technical Constraints: Working within the limitations and capabilities of existing enterprise platforms like ServiceNow.

• Defining Scope: Ensuring the project scope remains focused on Security Access Management services and doesn't expand uncontrollably.

Learning & Development Opportunities:

• Deepen Higher Education Sector Knowledge: Gain invaluable experience within a specific, complex industry sector.

• Enhance Service Design & BA Skills: Refine methodologies and tools for process mapping, service blueprinting, and requirements elicitation.

• Master ServiceNow Capabilities: Become highly proficient in leveraging ServiceNow for complex service management and automation.

• Consulting Practice: Develop stronger client-facing, presentation, and project management skills.

📝 Enhancement Note: This role offers a chance to tackle real-world operational challenges within a specific sector, providing practical experience and skill development rather than formal training programs.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you facilitated a workshop to gather complex business requirements. What challenges did you face, and how did you overcome them?" (Focus on your facilitation techniques and stakeholder management.)

• "Walk me through your process for creating a service blueprint or customer journey map. How do these artifacts help drive service improvement?" (Demonstrate your understanding of service design methodologies.)

• "How would you approach designing a target operating model for a Security Access Management service in a Higher Education setting?" (Focus on your strategic thinking and understanding of operational structures.)

• "Tell me about a project where you identified and implemented process automation. What was the impact?" (Highlight your ability to drive efficiency.) Company & Culture Questions:

• "What do you know about Differentis and our approach to consulting?" (Research their website, case studies, and values.)

• "Why are you interested in working within the Higher Education sector?" (Show genuine interest and understanding of its nuances.)

• "How do you ensure alignment between business stakeholders and IT teams on complex projects?" (Focus on your communication and collaboration skills.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly state the problem, your role, the steps you took, the tools/methods used, and the quantifiable results.

• Focus on ServiceNow: If you have ServiceNow experience, be ready to discuss specific modules or functionalities you utilized and how they supported process improvements.

• Demonstrate Higher Ed Context: Explain how your understanding of the Higher Education environment informed your approach and solutions.

• Be Ready for Q&A: Anticipate detailed questions about your methodology, decision-making process, and challenges encountered.

📝 Enhancement Note: Be prepared to discuss specific examples from your past projects, especially those involving process mapping, service design, stakeholder management, and ServiceNow implementation. Quantifiable results are key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Differentis Teamtailor platform.

• Portfolio Customization: Select and prepare 2-3 of your strongest portfolio pieces that directly align with Business Analysis, Service Design, process improvement, and ideally, experience with ServiceNow or within the Higher Education sector. Ensure these are polished, easy to present, and highlight quantifiable outcomes.

• Resume Optimization: Tailor your resume to emphasize keywords such as "Business Analyst," "Service Designer," "Process Mapping," "ServiceNow," "Higher Education," "Stakeholder Engagement," and "Operating Model Design." Clearly articulate your achievements using the STAR method (Situation, Task, Action, Result).

• Interview Preparation: Practice articulating your experience and case studies concisely. Prepare answers to common interview questions related to your core responsibilities and the required skills. Be ready to discuss your approach to problem-solving and collaboration.

• Company Research: Thoroughly research Differentis and their work, paying attention to their consulting methodologies and values. Understand the context of the Higher Education sector and the specific challenges related to Security Access Management services.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.