Business Analyst (ITSM)
Posted 7 days ago by 1763109024
£530 Per day
Outside
Hybrid
London
Summary: The role of Contract Business Analyst focuses on supporting a significant IT transformation initiative within a high-profile UK IT Operations centralisation programme. The position involves documenting existing IT processes, defining future processes, and ensuring smooth implementation of a new shared service model. The successful candidate will work closely with senior IT leaders and play a key role in shaping the future IT operating model. This is a hands-on role requiring expertise in IT service management and process standardisation.
Key Responsibilities:
- Document and formalise existing ("as-is") IT processes across multiple business units.
- Define and document future ("to-be") processes for a new shared service model.
- Produce detailed transition documentation to support smooth implementation.
- Capture and standardise IT processes including onboarding/offboarding, hardware provisioning, and service management (incident, change, problem, requests).
- Develop and maintain the Target Operating Model (TOM), including cost modelling and structure.
- Present complex information clearly to technical teams and senior stakeholders.
- Support consistent ITSM processes across multiple business units.
Key Skills:
- Proven experience in IT transformation, centralisation, or shared service programmes.
- Hands-on with ITSM platforms is essential (ServiceNow, Freshservice, or similar).
- Strong skills in process mapping, business case development, and cost-benefit analysis.
- Comfortable in hybrid Agile/Waterfall environments; able to write user stories and acceptance criteria.
- Excellent documentation experience.
- Excellent stakeholder engagement and communication skills; simplifies complexity and drives results.
- Proactive, structured, and delivery-focused; able to produce high-quality documentation efficiently.
Salary (Rate): £530 daily
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Contract Business Analyst (IT Service Management/ Operations)
6 months with a view to extending
Outside IR35
Flexible hybrid working (London/remote)
Context
We're seeking an experienced Business Analyst to join a high-profile UK IT Operations centralisation programme. This is a hands-on, impactful role supporting the discovery, transition, and change management phases of a major IT transformation initiative.
You'll play a central role in standardising and streamlining IT service delivery across multiple business units, working closely with senior IT leaders. This is a high-visibility position where your expertise will directly shape the future IT operating model.
What You'll Do:
- Document and formalise existing ("as-is") IT processes across multiple business units.
- Define and document future ("to-be") processes for a new shared service model.
- Produce detailed transition documentation to support smooth implementation.
- Capture and standardise IT processes including onboarding/offboarding, hardware provisioning, and service management (incident, change, problem, requests).
- Develop and maintain the Target Operating Model (TOM), including cost modelling and structure.
- Present complex information clearly to technical teams and senior stakeholders.
- Support consistent ITSM processes across multiple business units.
About You:
- Proven experience in IT transformation, centralisation, or shared service programmes.
- Hands-on with ITSM platforms is essential (ServiceNow, Freshservice, or similar).
- Strong skills in process mapping, business case development, and cost-benefit analysis.
- Comfortable in hybrid Agile/Waterfall environments; able to write user stories and acceptance criteria.
- Excellent documentation experience.
- Excellent stakeholder engagement and communication skills; simplifies complexity and drives results.
- Proactive, structured, and delivery-focused; able to produce high-quality documentation efficiently.
Please note: Only applications submitted through this process will be considered. Contacting us outside of this will not expedite consideration and may delay shortlisting.
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