ITSM Business Analyst
Posted Today by Xcede
Negotiable
Undetermined
Remote
Remote work, UK
Summary: The ITSM Business Analyst role involves supporting a major IT Service Management transformation programme for a leading global IT services provider. The position requires expertise in process design, requirements gathering, and stakeholder engagement within a complex international IT environment. The role is primarily remote, with occasional workshops in London or Cambridge. The contract duration is 9 months, focusing on standardising ITSM processes and optimising the ServiceNow platform.
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: UK
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