Business Analyst (Brussel)

ENTICO ICT; Sint-Agatha-Berchem; Sur place; EUR 55 000 - 90 000; Plein temps

Résumé du poste

ENTICO ICT is seeking an experienced Business Analyst to support a major ATOS-to-HCL Service Desk transition programme. The role focuses on identifying, documenting and tracking processes, services, roles and dependencies to ensure a smooth transfer of service ownership.

The successful candidate will work with the Transition Manager to document current-state processes, validate requirements with business and technical teams, and support governance, reporting and knowledge transfer throughout the

Qualifications

• Minimum 5 years 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.

Responsabilités

• Process Discovery & Analysis: Identify and document current-state (As-Is) support processes and map end-to-end service management workflows.
• Requirements Management: Gather functional and operational requirements and define transition requirements for Service Desk, Knowledge Management, Reporting & Analytics, Service Governance; maintain a traceable repository.
• Documentation: Create detailed process maps, SOPs, RACI matrices and knowledge articles.
• Stakeholder Engagement: Run workshops with business and supplier SMEs; validate requirements with technical teams and secure sign-offs.
• Transition Support: Aid knowledge transfer, support testing of operational readiness and verify successful transition of services and processes.
• Governance & Reporting: Maintain RAID logs and action registers; produce project documentation and executive reports.

Connaissances

Business Analysis

IT Operations

Service Management

ITIL

Supplier transitions

Process mapping

Stakeholder workshops

Outils

BPMN

Visio

ServiceNow

Description du poste

2. Business Analyst

Service Desk & Workplace Services Transition

Role Purpose

Our Client is seeking an experienced Business Analyst to support the ATOS to HCL 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 to HCL.

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
• Knowledge Management
• Reporting & Analytics
• Service Governance
• Maintain a complete and traceable requirements repository.

Documentation

• Create detailed process maps and service blueprints.
• Document operational procedures and work instructions.
• Produce RACI matrices.
• Support development of operational handbooks and knowledge articles.

Stakeholder Engagement

• Conduct workshops with Honda, and both 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 RAID logs and action registers.
• Produce project documentation and executive reporting.
• Track requirements completion and sign-off status.

Required Experience

• Minimum 5 years 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.

Preferred Experience

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