Technical Business Analyst

ITSM / Service Management Technical Business Analyst

Location: Fully Remote

Clearance: Active eSC Clearance is a must

Engagement: 12-month FTC or Permanent

About Amber Labs

Amber Labs is a specialist technology and digital transformation consultancy, delivering secure, high-quality solutions across complex programmes and highly regulated, high-trust environments. We work across areas including Central Government, Defence, Financial Services and Infrastructure, bringing together expertise across Digital, Data, Cloud, Architecture and Automation.

We are looking for experienced ITSM / Service Management Business Analysts and Technical BAs to support transformation programmes focused on improving service management capabilities, operating models and supporting technology.

The Opportunity

We have opportunities available across related ITSM and Service Management transformation engagements, alongside potential follow-on implementation work.

Depending on your background, you may be involved in areas including:

• Capturing and translating business and technical requirements for new ITSM solutions.
• Identifying critical Day 1 requirements and supporting prioritisation.
• Assessing existing ITSM and Service Management operating models and identifying opportunities for improvement.
• Defining future-state service management models across application and cloud infrastructure services.
• Developing and defining ITSM processes, governance, tooling and operating model requirements.
• Supporting the development of transformation roadmaps and implementation options.
• Assessing transition and exit routes from existing ITSM solutions.
• Supporting commercial and procurement route analysis where required.
• Developing business cases and recommendations for future ITSM and DevOps delivery models.
• Working closely with Solution Architecture, CIS, technical, operational and service management stakeholders.
• Helping translate complex technical and operational requirements into clear, actionable recommendations.
• Supporting the alignment of transformation activity with wider organisational objectives.

What We're Looking For

We're particularly interested in candidates with:

• Strong Business Analysis / Technical Business Analysis experience within ITSM or Service Management environments.
• Experience working on ITSM or Service Management transformation programmes.
• Experience assessing current-state environments and defining future-state operating models or service models .
• Strong requirements gathering, analysis and documentation skills.
• Experience with ITSM processes, governance and tooling.
• Understanding of DevOps, application support and/or cloud infrastructure services .
• Experience working with technical and non-technical stakeholders across complex environments.
• The ability to analyse options and develop clear recommendations, roadmaps or implementation approaches.
• Experience working alongside Solution Architecture and technical delivery teams.
• Existing active eSC clearance.

We're looking for consultants who can quickly understand complex environments, engage confidently with technical and operational stakeholders, and help shape practical approaches to Service Management transformation.

Why Amber Labs?

• Be part of a fast-growing, people-first consultancy
• Work on impactful, secure government projects
• Shape cloud network strategy across major transformation programmes
• Join a collaborative, forward-thinking culture
• Work alongside highly skilled consultants and engineers who value knowledge sharing and continuous improvement

What We Offer

• 25 days annual leave plus public holidays
• Private medical insurance with Bupa
• Remote-first working with a base at Liverpool Street when you want it
• Personal training budget to invest in your growth
• Perkbox access for perks and discounts
• EV scheme after one year of service
• Regular team socials
• Employer pension contributions
• The chance to help shape the future of Amber Labs as we grow

If you’re an experienced professional looking for your next opportunity and feel your background aligns with the role, we’d love to hear from you. Please apply with your CV, and a member of the Amber Labs team will be in touch to discuss the opportunity further.