At Transport for Greater Manchester (TfGM), we're delivering ticketing and retail solutions that support journeys across the region. As we continue to transform how customers access public transport services, we're looking for an experienced Business Analyst with a strong understanding of business change, stakeholder engagement and technology-enabled service improvement.

We are looking for a Ticketing and Retail Business Analyst to support the evaluation, definition and implementation of changes and improvements across the Ticketing function. This role will work collaboratively with sponsors, senior stakeholders, Product Owners, delivery teams and third-party partners to define requirements for customer-facing and operational technology services that are complex, high value and critical to the future success of TfGM services.

You will play a key role in understanding business needs, identifying improvements, shaping requirements and supporting the delivery of effective solutions that improve customer services, operational processes and business outcomes across Ticketing and Retail.

Your Role

As a Ticketing and Retail Business Analyst, you will investigate operational requirements, business problems and opportunities, identify root causes and developing practical solutions. You will capture user needs through interviews, workshops, surveys and document analysis, translating these into clear business process descriptions, diagrams, epics, stories and acceptance criteria.

You will support Agile delivery by elaborating stories, defining acceptance criteria and ensuring requirements meet the relevant standards, including the ‘Definition of Ready’. You will also support and advise Product Owners in agreeing the right mix of features and stories for each sprint, including both functional and non-functional requirements.

The role will involve analysing and assessing new ideas, considering risks, opportunities, benefits and impacts on the business. You will help define business benefits and measure outcomes to support the successful delivery of TfGM products and services.

You will build strong working relationships with project stakeholders, operational teams, delivery teams and third-party suppliers, ensuring TfGM’s needs are clearly understood and reflected in contractual commitments and Statements of Work.


For more info see Job Profile below.

Who are we?

This role sits in the Ticketing Team in the Customer & Growth Directorate. We are a diverse, multi-disciplined team driving forward significant change. You will work with a range of colleagues at all levels across TfGM and will report into a Senior Business Analyst.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

Essential Experience and Skills

  • Experience investigating operational requirements, business problems and business opportunities
  • Ability to construct and interpret process and data models
  • Experience identifying functional and non-functional requirement
  • Understanding of business process improvement and its benefits
  • Experience using techniques such as stakeholder interviews, workshops, use cases and document analysis
  • Ability to work with stakeholders to identify benefits and develop business cases
  • Understanding of the customer environment in which systems are used
  • Ability to identify and capture user characteristics, goals and tasks
  • Experience facilitating stakeholder discussion and negotiation
  • Understanding of project lifecycles, project definition, scoping principles, stakeholder roles and the role of the Business Analyst

What we can offer you

At TfGM you'll be part of an organisation that is helping shape the future of transport across Greater Manchester. We offer an inclusive and supportive environment where people are encouraged to develop, innovate and make a real difference.

You'll have the opportunity to work on projects that directly impact customers and communities while developing your own skills and experience within a progressive organisation committed to delivering excellent public services.

This is a permanent role and comes with a salary of £52,709 - £57,447 per annum depending on experience. This is comprised of base salary plus market supplement, (£43,209 - £47,947 + plus MFS £9,500, the market supplement is paid monthly and reviewed annually).


At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

  • Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
  • Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
  • Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
  • Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
  • Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website


What's next?

If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and also provide a covering letter providing clear examples of how your experience meets the requirements of the role, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on either of these documents. If any personal details are included these will be visible to the hiring manager.

For essential guidance on applying for jobs at TfGM including AI use, Right to Work requirements, our Guaranteed Assessment Scheme, application tips, and reasonable adjustments Please follow this link to our application infographic!

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.


Supporting Documents

↗ Ticketing and Retail Business Analyst

Ready to apply?

Location

2 Piccadilly Place, , Manchester, M1 3BG, United Kingdom

Job ID

1748

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