ITIL Business Analyst

Our client, a leading professional services organisation, is seeking an experienced ITIL Business Analyst to join its technology function on a 12-month fixed term contract. This role will play a key part in driving IT service management transformation initiatives, improving operational processes, and enhancing service delivery across the organisation.

Job Responsibilities

• Analyse and document existing IT operational processes, identifying opportunities for optimisation and improved efficiency.
• Gather, document, and validate business, technical, and service requirements from key stakeholders.
• Design and implement future-state IT service management processes aligned with industry best practices.
• Conduct impact assessments relating to process, technology, operational, and organisational changes.
• Facilitate workshops and stakeholder sessions to identify challenges, define requirements, and agree improvement initiatives.
• Develop and maintain process documentation, workflows, operating procedures, governance frameworks, and reporting structures.
• Support the implementation and optimisation of IT service management tools, workflows, and automation capabilities.
• Establish and monitor service performance metrics, KPIs, and SLAs to support continual service improvement initiatives.
• Collaborate with internal teams and third‑party vendors to ensure successful delivery of transformation projects.
• Promote governance, compliance, and audit readiness across IT service management processes.

Experience Required

• Minimum 5 years' experience working as a Business Analyst within IT operations, IT service management, or technology transformation environments.
• Demonstrated experience supporting ITIL maturity, service improvement, or operational transformation programmes.
• Strong experience in requirements gathering, process analysis, process mapping, and stakeholder engagement.
• Proven ability to manage multiple workstreams and deliver outcomes within complex organisational environments.
• Experience facilitating workshops and communicating effectively with technical and non‑technical stakeholders.
• Strong understanding of IT operational processes including Incident Management, Problem Management, Change Management, Service Request Management, and Continual Service Improvement.
• Experience working within regulated, professional services, financial services, or similarly structured environments is highly beneficial.
• Excellent analytical, documentation, organisational, and project coordination skills.
• ITIL Foundation or advanced ITIL certifications.
• Business Analysis certifications such as CCBA, CBAP, or equivalent.
• Experience with process modelling tools such as Visio, Lucidchart, BPMN, or similar platforms.
• Familiarity with IT service management platforms and workflow automation technologies.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Experience developing dashboards, reporting frameworks, and service performance metrics.
• Exposure to CMDB, asset management, monitoring tools, and service governance frameworks.
• Basic scripting or automation experience using technologies such as PowerShell or Python.
• Strong understanding of service governance, compliance, and operational risk management.

Educational Requirements

• Bachelor's Degree or equivalent third-level qualification in Information Technology, Computer Science, Business Information Systems, or a related discipline.

Benefits

• 25 days annual leave
• Health & wellness benefits

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