A leading professional services organisation is undertaking a strategic IT transformation programme to modernise its technology operations, improve service delivery, and strengthen operational efficiency. The IT function plays a critical role in enabling business objectives by delivering reliable, scalable, and customer-focused technology services.

An experienced IT Business Analyst will join the IT Operations team to support the delivery of strategic transformation initiatives across IT service management and operational processes. The role is responsible for analysing, designing, and implementing improvements to IT operations, leveraging ITIL best practices to optimise services, improve governance, and enhance operational performance.

Key Responsibilities

ITSM Process Analysis & Optimisation

• Analyse and document current (“As-Is”) IT operational processes.
• Conduct process assessments and gap analyses to identify opportunities for standardisation, automation, and service improvement.
• Design future-state (“To-Be”) processes aligned with ITIL best practice.
• Assess the impact of proposed process changes across technology, operations, and business functions.
• Validate requirements with stakeholders and ensure proposed solutions meet operational needs.

Business Analysis & Stakeholder Engagement

• Gather and document business, operational, and service requirements.
• Facilitate workshops to understand current challenges and define future operating models.
• Translate business requirements into structured process improvements and service designs.
• Act as the primary liaison between IT teams, business stakeholders, and external vendors throughout transformation initiatives.

Process Documentation & Reporting

• Produce and maintain high-quality documentation, including process maps, workflow diagrams (BPMN), Standard Operating Procedures (SOPs), RACI matrices, and supporting operational documentation.
• Standardise documentation across IT service management disciplines including Incident, Problem, Change, Request, and Service Configuration Management.
• Develop reporting and dashboards to measure process adoption, operational performance, and service improvement outcomes.

ITSM Tooling & Automation

• Support the configuration and optimisation of ITSM platforms to align with target operating processes.
• Translate process requirements into automated workflows, approval models, and self-service capabilities.
• Identify opportunities to reduce manual effort through automation and workflow optimisation.
• Contribute to Configuration Management Database (CMDB) maturity and integration with monitoring, asset management, and operational tools.

Service Improvement & Governance

• Drive Continual Service Improvement (CSI) initiatives using operational metrics and performance data.
• Define and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and process maturity measures.
• Identify recurring operational issues and recommend sustainable improvements.
• Ensure governance, audit readiness, and compliance with ITIL best practice and organisational standards.

Skills & Experience

Essential

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.
• Minimum five years’ experience supporting IT service management, IT operations, or technology transformation programmes.
• Experience working within regulated or professional services environments.
• Strong understanding of ITIL principles and service management best practices.
• Experience with ITSM platforms and operational process improvement.
• Proficiency in process modelling tools such as Visio, Lucidchart, or BPMN.
• Familiarity with automation technologies, scripting (PowerShell or Python), and workflow design.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.

Desirable

• ITIL Foundation or higher certification.
• Business Analysis certification (e.g. CCBA, CBAP, BCS).
• Experience supporting enterprise ITSM platform implementations.

Key Competencies

• Strong analytical and process improvement skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to facilitate workshops and influence cross-functional teams.
• Strong organisational skills with the ability to manage competing priorities.
• High-quality documentation and process mapping capability.
• Collaborative approach with the confidence to work independently when required.
• Adaptable, proactive, and comfortable working within evolving technology environments.
• Continuous improvement mindset with a focus on operational excellence and customer service.