ITSM Business Analyst
Listed on 2026-09-12
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IT/Tech
IT Business Analyst, Business Systems & Technology Analysis
Contract: Daily rate £800/day
Location: Zurich, Switzerland (hybrid/onsite as required)
Industry: Consultancy & Advisory
We are seeking an experienced ITSM Business Analyst to support the delivery and continuous improvement of IT Service Management capabilities. You will work with process owners, technical teams and stakeholders to define requirements, facilitate workshops and translate business needs into actionable outcomes across ITSM processes and platform enhancements.
Key Responsibilities- Elicit, analyse and document business and functional requirements for ITSM processes and tooling improvements.
- Facilitate workshops, requirements sessions and process design discussions with stakeholders.
- Support ITSM project delivery, including backlog refinement, prioritisation and acceptance criteria.
- Design and maintain process documentation, including BPMN diagrams, use cases and structured requirement packs.
- Contribute to the implementation or maturation of Configuration Management processes and CMDB structures.
- Validate CMDB data imports, CI relationships and business rules; support data quality and governance practices.
- Proven experience as an ITSM Business Analyst (or similar) within IT Service Management.
- Track record in ITSM project delivery, ideally with hands‑on exposure to Atlassian Jira Service Management.
- Experience implementing or improving Configuration Management processes and CMDB structures.
- Familiarity with the ITIL framework, ITSM workflows and service design practices.
- Strong capability in defining and documenting business and functional requirements for ITSM processes and platform enhancements.
- Good understanding of Atlassian Jira Service Management, Jira Assets (CMDB), object schemas and asset relationships.
- Ability to create and maintain process diagrams (e.g., BPMN), use cases and structured requirements documentation.
- Knowledge of data governance concepts and CI lifecycle models.
- Experience validating data imports, relationships and business rules within a CMDB context.
Contract note: This is a contract role; candidates must have the right to work in Switzerland or be able to work via an appropriate engagement model.
We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.
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