Senior ITSM Analyst Position

Location:

Brussels

Responsibilities:

• Discovery & Framing:
  • Define goals, in-scope processes, business units, and toolsets.
  • Catalog all ITSM solutions within the Enterprise Architecture repository.
• Current-State Analysis:
  • Inventory ITSM Processes in alignment with business architecture.
  • Assess maturity ratings for all ten ITSM domains and beyond, including User Experience.
  • Map overlap and integration functionalities with the Enterprise Architecture repository.
• Requirements & Gap Assessment:
  • Gather requirements using workshops, interviews, and surveys, applying Babok methodology.
  • Conduct gap analysis comparing current capabilities versus target requirements.
• Strategic Evaluation & Roadmap:
  • Analyze cost and licensing, including cost-per-ticket/user benchmarks.
  • Assess risk and compliance, including security, privacy, and vendor-lock-in risks.
  • Perform vendor and market benchmarking with SWOT analysis.
  • Develop phased, prioritized recommendations and strategic initiatives.

Service Description:

• Initiation & Planning:
  • Define scope, objectives, and success criteria with IT leadership.
  • Catalog incumbent ITSM platforms, modules, integrations, and business owners.
• Stakeholder Engagement & Discovery:
  • Lead workshops, interviews, and surveys across IT, operations, and business units.
  • Capture and prioritize functional requirements and pain points.
• Analysis & Evaluation:
  • Assess process maturity against organizational goals.
  • Conduct fit-gap analysis and identify integration opportunities.
  • Evaluate cost, risk, and benchmark tools against market alternatives.
• Synthesis & Reporting:
  • Produce a targeted assessment with key findings and recommendations.

Required Skills:

• Experience: 5+ years in ITSM process improvement, tool evaluation, or consulting in large-scale enterprises.
• Technical Expertise: Strong knowledge of at least two major ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Desirable Tools Experience: Familiarity with Jira Software, Jira ITSM, and Ivanti Neurons is a strong plus.
• Modeling Language: Experience in Archimate3.1 and BPMN2.0 is required. Use of Sparx EA is a plus.
• Analytical Skills: Ability to document business and technical requirements, benchmark performance, and derive insights from data.
• Communication & Facilitation: Skilled in leading workshops, writing clear documentation, and engaging stakeholders at all levels.
• Language: Fluency in English.
• Personal Attributes: Detail-oriented, proactive, and comfortable with ambiguity.