Business Analyst – Service Desk & Workplace Services Transition

Responsibilities

• Identify and document current-state support processes and map end-to-end service management workflows.
• Gather functional and operational requirements for service desk, incident management, and request fulfillment from key stakeholders.
• Analyze operational dependencies between internal teams and external suppliers to identify process gaps and risks.
• Create detailed process maps, service blueprints, and RACI matrices to support operational handbooks.
• Facilitate workshops with subject matter experts to validate requirements and facilitate process sign-offs.
• Maintain RAID logs and action registers while producing executive reporting on transition progress.

Requirements

• You have 5+ years of experience in Business Analysis within IT Operations or Service Management environments.
• You possess experience documenting and analyzing ITIL processes.
• You bring a proven track record in supplier transitions, outsourcing programs, or service transformations.
• You have advanced process mapping skills using BPMN, Visio, or equivalent tools.
• You possess expertise in workshop facilitation and stakeholder management.
• You have experience with requirements gathering, gap analysis, and documentation governance.
• You're known for your analytical thinking and strong communication and presentation skills.
• You are fluent in English.

Nice to Haves

• Experience within ServiceNow environments.
• Knowledge of ITSM transformations and Workplace Services organizations.
• Experience working with managed service providers.