Business Analyst – IT Projects

Company Overview:

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for November 2025. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Full Job Specification:

Role Overview 

We are seeking an experienced Business Analyst to play a pivotal role in mapping, analysing, and redesigning our core business processes. This role will be key to bridging our current operations with The Halo PSA best-practice framework, supporting a smooth and efficient system implementation.

Following the Halo PSA project, the successful candidate will continue to support and lead other internal business improvement and transformation initiatives.

Main responsibilities:

• Map and document current business processes across service delivery, operations, sales, and finance.
• Perform a detailed gap analysis between existing processes and Halo PSA best-practice workflows.
• Work closely with department heads, process owners, and project managers to align business requirements with the implementation roadmap.
• Define and document agreed “to-be” processes and workflows in line with business goals and Halo PSA capabilities.
• Support data migration planning and execution, ensuring data integrity and readiness for go-live.
• Assist in developing and validating user requirements and acceptance criteria.
• Collaborate with the technology team and vendor partners during configuration, testing, and training phases.
• Support change management and user adoption activities post-implementation.
• After system implementation, contribute to ongoing process improvement and other internal project initiatives.

Experience /Qualifications:

• Proven experience as a Business Analyst within an IT Managed Service Provider or a similar technology-driven organisation.
• Strong understanding of ITSM and PSA processes (e.g. Service Desk, Projects, Finance, CRM, Asset Management).
• Hands-on experience with Halo PSA or comparable tools such as ConnectWise, Autotask, or ServiceNow is highly desirable.
• Excellent documentation, analytical, and communication skills.
• Demonstrated ability to facilitate workshops, capture requirements, and translate them into actionable outputs.
• Strong stakeholder management and cross-functional collaboration skills.
• Experience supporting system implementation or digital transformation projects.

Highly organised, proactive, and detail-oriented.

Benefits after probationary period: 

• Subsidised health and dental care 
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Discount platform 
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme 

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.