ITSM Business Analyst
Posted 4 days ago by 1775179138
Negotiable
Undetermined
Remote
Remote work
Summary: The ITSM Business Analyst role is a 9-month contract focused on supporting a major IT Service Management transformation programme for a leading global IT services provider. The position involves process design, requirements gathering, and stakeholder engagement within a complex international IT environment, with a focus on standardising ITSM processes and optimising the ServiceNow platform. The role is primarily remote, with occasional workshops in London or Cambridge. Candidates should have strong experience in ITSM environments and a solid understanding of ITIL processes.
Key Responsibilities:
- Facilitate workshops with service desk, infrastructure, application and vendor teams
- Document AS-IS and TO-BE ITSM processes
- Gather and refine ServiceNow requirements and user stories
- Conduct gap analysis against ITIL best practices
- Support global process standardisation initiatives
- Work closely with technical and operational stakeholders to translate business needs into deliverable requirements
Key Skills:
- Strong Business Analysis experience within ITSM environments
- Experience working on ServiceNow-related programmes
- Solid understanding of ITIL processes (Incident, Problem, Change, Request)
- Experience facilitating workshops across technical and operational teams
- Ability to work effectively within complex enterprise environments
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
ITSM Business Analyst Contract - 9 months | Remote (UK) | Occasional London/Cambridge Workshops
A leading global IT services and solutions provider is supporting a major enterprise in the advanced technology and sustainability sector through a large-scale IT Service Management transformation programme.
As part of this initiative, we are looking for an experienced ITSM Business Analyst to support process design, requirements gathering and stakeholder engagement across a complex, international IT environment.
The programme is focused on standardising ITSM processes globally, improving operational maturity, and optimising the organisation's ServiceNow platform.
Responsibilities
- Facilitate workshops with service desk, infrastructure, application and vendor teams
- Document AS-IS and TO-BE ITSM processes
- Gather and refine ServiceNow requirements and user stories
- Conduct gap analysis against ITIL best practices
- Support global process standardisation initiatives
- Work closely with technical and operational stakeholders to translate business needs into deliverable requirements
- Strong Business Analysis experience within ITSM environments
- Experience working on ServiceNow-related programmes
- Solid understanding of ITIL processes (Incident, Problem, Change, Request)
- Experience facilitating workshops across technical and operational teams
- Ability to work effectively within complex enterprise environments
- 9-month contract
- Full-time engagement
- Remote working, with occasional workshops in London or Cambridge