? Business Analyst – Service Desk

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.

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

• 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? Let's connect