Business Analyst

Contract Length: 3-months initial (likely to extend)

Location:
Hertfordshire (Hybrid but largely remote)

Start Date: ASAP

We're looking for an experienced Senior ITSM Business Analyst to support a major Service Operations transformation programme. You'll play a key role in defining and standardising IT Service Management processes across a complex enterprise environment, working closely with stakeholders, Service Now teams and Managed Service Providers to design future‑state operating models and drive service improvement initiatives.

This role is ideally suited to someone with strong ITIL and Service Now experience who enjoys process design, workshop facilitation and working across both business and technology teams to deliver meaningful operational change.

• Proven experience working as a Business Analyst within IT Service Management (ITSM) environments
• Strong understanding of ITIL v4 principles and service management best practices
• Experience supporting Service Now implementation, optimisation or transformation programmes
• Strong process mapping, process design and operating model experience
• Experience gathering and documenting business requirements
• Comfortable facilitating workshops and engaging with senior stakeholders
• Experience working with Managed Service Providers (MSPs) and outsourced support models
• Knowledge of ITSM disciplines including:
  Knowledge Management, Configuration Management (CMDB), Event Management, Service Catalogue, Request Fulfilment, Major Incident Management

• Analyse and document current ("As-Is") service management processes
• Design future-state ("To-Be") ITSM processes and operating models
• Facilitate workshops with stakeholders, SMEs and service providers
• Gather, document and validate business requirements
• Produce process maps, procedures and supporting documentation
• Support Service Now process design and implementation activities
• Identify operational gaps, risks and service improvement opportunities
• Work closely with MSPs to align delivery against agreed service processes
• Support governance, process adoption and operational readiness activities
• Contribute to the successful delivery of a wider Service Operations transformation programme