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Business Analyst
Business Analyst Service Desk & Workplace Services Transition for a client in East-Flanders.
Role Purpose:
We are seeking an experienced Business Analyst to support the Service Desk transition programme. The Business Analyst will work alongside the Transition Manager to identify, document, validate, and track all processes, services, procedures, roles, interfaces, and operational requirements required to successfully transfer service ownership. The primary objective is to ensure no critical support function, process, or operational dependency is overlooked during the transition.
Key Responsibilities:
Role Purpose:
We are seeking an experienced Business Analyst to support the Service Desk transition programme. The Business Analyst will work alongside the Transition Manager to identify, document, validate, and track all processes, services, procedures, roles, interfaces, and operational requirements required to successfully transfer service ownership. The primary objective is to ensure no critical support function, process, or operational dependency is overlooked during the transition.
Key Responsibilities:
- Process Discovery & Analysis:
- Identify and document current-state (As-Is) support processes.
- Map end-to-end service management workflows.
- Analyze operational dependencies between teams and suppliers.
- Identify process gaps, risks, and improvement opportunities.
- Requirements Management:
- Gather functional and operational requirements from stakeholders.
- Define transition requirements for Service Desk, Incident Management, Request Fulfilment, Major Incident Management, Escalation Management, Knowledge Management, Reporting & Analytics, and Service Governance.
- Maintain a complete and traceable requirements repository.
- Documentation:
- Create detailed process maps and service blueprints.
- Document operational procedures and work instructions.
- Support development of operational handbooks and knowledge articles.
- Stakeholder Engagement:
- Conduct workshops with stakeholders and suppliers’ SMEs.
- Validate requirements with business and technical teams.
- Facilitate process reviews and sign-offs.
- Transition Support:
- Support knowledge transfer activities.
- Assist in testing operational readiness.
- Validate that all services and supporting processes have been transitioned.
- Track transition actions and decisions.
- Governance & Reporting:
- Maintain logs and action registers.
- Produce project documentation and executive reporting.
- Track requirements completion and sign-off status.
- Minimum 5 years of Business Analysis experience in IT Operations or Service Management environments.
- Experience documenting and analyzing ITIL processes.
- Proven experience in supplier transitions, outsourcing programs, or major service transformations.
- Strong process mapping skills using BPMN, Visio, or equivalent tools.
- Experience facilitating stakeholder workshops.
- ServiceNow environments.
- ITSM transformations.
- EUC and Workplace Services organizations.
- Experience working with managed service providers.
- Requirements Gathering
- Process Modelling
- Gap Analysis
- Workshop Facilitation
- Stakeholder Management
- Documentation & Governance
- ITIL Framework Knowledge
- Analytical Thinking
- Communication & Presentation Skills