Business Analyst – Service Desk
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Are you an experienced Business Analyst with a passion for process analysis, stakeholder management and IT Service Management? This is an opportunity to play a key role in a large-scale Service Desk & Workplace Services transformation programme and ensure a seamless transition of critical support services.
Apply promptly A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
Your Mission
Working closely with the Transition Manager, you will identify, document and validate all operational processes, procedures, services, roles and dependencies required to successfully transfer service ownership.
Your objective? Ensure that no critical process, service or operational dependency is missed during the transition.
What You'll Be Doing
Process Discovery & Analysis
Map and document current-state support processes (As-Is)
Analyse end-to-end service management workflows
Identify operational dependencies across teams and suppliers
Detect process gaps, risks and improvement opportunities
Requirements Management
Gather and challenge business and operational requirements
Define requirements across:
- Service Desk
- Incident Management
- Request Fulfilment
- Major Incident Management
- Escalation Management
- Knowledge Management
- Reporting & Analytics
- Service Governance
- Supplier Management
Maintain a complete and traceable requirements repository
Documentation & Governance
Create detailed process maps and service blueprints
Produce operational procedures and work instructions
Develop RACI matrices and governance documentation
Support operational handbooks and knowledge articles
Maintain RAID logs, actions and reporting dashboards
Stakeholder Engagement
Facilitate workshops with business, technical teams and SMEs
Validate requirements and process designs
Coordinate reviews, approvals and sign-offs
Transition Support
Support knowledge transfer activities
Assist with operational readiness assessments
Track transition actions, decisions and milestones
Ensure all services and processes are successfully transitioned
What We're Looking For
5+ years of experience as a Business Analyst within IT Operations, ITSM or Service Management environments
Strong experience with:
- Requirements Gathering
- Process Modelling
- Gap Analysis
- Workshop Facilitation
- Stakeholder Management
- Governance & Documentation
Proven experience in:
- Service transitions
- Outsourcing programmes
- IT service transformations
Good understanding of ITIL processes and service management frameworks
Experience with BPMN, Visio or similar process modelling tools
Nice to Have
ServiceNow experience
ITSM transformation programmes
EUC / Workplace Services environments
Managed Services or outsourcing experience
Key Skills
Requirements Gathering
Process Modelling
Gap Analysis
Stakeholder Management
Workshop Facilitation
ITIL Knowledge
Documentation & Governance
Communication & Presentation Skills
Ready to make an impact in a high-visibility transformation programme? xlxgzvr Let's connect
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