Business Analyst (ITSM)
Posted 7 days ago by Altum Consulting
£530 Per day
Outside
Hybrid
London, England, United Kingdom
Summary: The role of Business Analyst (ITSM) involves supporting a significant IT transformation initiative within a high-profile UK IT Operations centralisation programme. The position requires hands-on involvement in documenting current and future IT processes, developing transition documentation, and standardising IT service delivery across various business units. This impactful role demands strong stakeholder engagement and communication skills to effectively present complex information to senior leaders. The position offers flexible hybrid working arrangements and is classified as outside IR35.
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): £530.00/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.