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Job Description

Organisation: London Borough of Waltham Forest

Salary: PO6 £54,267 - £57,402

Contract Type: Full-time Permanent x 2 vacancies

Working hours per week: 36

Application Deadline: 02/10/2026

Proposed Interview Date(s): TBC

Reference: 2305

About Us

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.

London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.

About the role

This is an exciting and varied role combining leadership, business analysis, systems support, process improvement and technology.

You will play a leading role in the support and development of Mosaic, our social care case management system, and our 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. You will also provide 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, priorities competing demands, develop our systems road map and support the development of business analysts.

This is not a purely traditional Business Analyst role. It will suit someone who enjoys combining analytical thinking and leadership with practical problem-solving and technology.

Working arrangements

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.

If you are an experienced systems professional who enjoys combining leadership, technology and practical problem-solving, we would like to hear from you.

>> Click here to download the Role Profile <<

Qualifications and Requirements

We are looking for someone with:

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

Key Responsibilities

• Lead and develop the Mosaic system support service.
• Deliver system improvements, configuration, testing, and change management.
• Manage support requests, system performance, and issue resolution.
• Drive digital transformation and process improvement initiatives.
• Work with stakeholders to gather requirements and deliver business solutions.
• Ensure data quality, governance, and regulatory compliance.
• Lead, coach, and develop the system support team.
• Build strong relationships with service managers, ICT teams, and suppliers.

Terms and conditions:

The below terms and conditions apply to this role:

• Satisfactory employment references and CIFAS identity checks;

• Satisfactory declaration of interest;

• This post is politically restricted therefore the post holder is disqualified from undertaking certain political activities under the Local Government Officers (Political Restrictions) Regulations 1990.

• As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.

How to Apply:

Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Equal Opportunity Employer:

Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our 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. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.

To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.

For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.

Contact Information:

If you have any questions about this vacancy or the application process, please contact Tom Dowler, Strategy & Policy Manager at Tom.Dowler@walthamforest.gov.uk

If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk.

The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.

Click here for further information on the Human Resources recruitment privacy notice.

Fraud Awareness Notice
The London Borough of Waltham Forest only advertises vacancies via our official website and approved recruitment platforms (e.g. Jobsgopublic).

We will never ask for payment or request sensitive personal or financial information as part of our recruitment process.

If you are contacted by a third party claiming to represent the Council, please verify the vacancy via our official careers website before sharing any information.

If you have concerns about a job advert or communication, please report it to: fraud@walthamforest.gov.uk