Senior Business Analyst ITSM

Function

For a leading international organisation within the mobility sector, we are looking for an experienced Business Analyst to support a major Service Desk and Workplace Services transition between two managed service providers.

You will work closely with the Transition Manager and act as the link between business stakeholders, technical teams and external suppliers. Your main objective is to ensure that all processes, requirements, responsibilities and operational dependencies are clearly identified and successfully transferred.

Your responsibilities

• Analyse and document current Service Desk and Workplace Services processes.

• Map end-to-end IT service management workflows and operational dependencies.

• Gather, validate and track functional and operational requirements.

• Identify process gaps, transition risks and improvement opportunities.

• Facilitate workshops with business, IT and supplier stakeholders.

• Create process maps, RACI matrices, procedures and operational documentation.

• Support knowledge transfer, operational readiness testing and service validation.

• Maintain RAID logs, action registers and requirement sign-offs.

• Provide clear project documentation and management reporting.

The scope includes areas such as Incident Management, Request Fulfilment, Major Incident Management, Escalation Management, Knowledge Management, Reporting, Service Governance and Supplier Management.

Your background

• At least 5 years of experience as a Business Analyst within IT Operations or IT Service Management.

• Strong knowledge of ITIL processes and service management environments.

• Proven experience with supplier transitions, outsourcing programmes or large-scale service transformations.

• Strong process-modelling skills using BPMN, Visio or similar tools.

• Experience gathering requirements and facilitating stakeholder workshops.

• Excellent analytical, documentation and communication skills.

Strong advantages

• Experience with ServiceNow or similar ITSM platforms.

• Knowledge of EUC, Digital Workplace or Workplace Services.

• Experience working with multiple managed service providers.

• Previous involvement in complex international transition programmes.

This is an excellent opportunity to play a key role in a highly visible transformation programme within a complex, international and technology-driven environment.

Contactperson & Reference

• Reference #: INMO27512
• Casper Moyaert
• casper.moyaert@i4m.be