Business Analyst – Service Desk & Workplace Services Transformation

USG Professionals Belgium; Gent; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

USG Professionals Belgium is seeking an experienced Business Analyst to drive process analysis, stakeholder management and IT Service Management within a large-scale Service Desk & Workplace Services transformation programme. You will identify, document and validate operational processes, services, roles and dependencies required to transfer service ownership smoothly.

Working with the Transition Manager, you will map as-is processes, analyse end-to-end workflows and govern requirements across

Qualifications

• 5+ years of experience as a Business Analyst in IT Operations, ITSM or Service Management.
• Strong requirements gathering and gap analysis skills.
• Workshop facilitation and stakeholder management.
• Governance, documentation and RAID/logs management.
• Experience with ITIL processes and IT service transformations.
• Familiarity with outsourcing programmes and service transitions.
• Proficiency with BPMN or Visio for process modelling.

Responsabilités

• Map and document current-state support processes (As-Is).
• Analyse end-to-end service management workflows.
• Identify dependencies across teams and suppliers.
• Detect gaps, risks and opportunities for improvement.
• Facilitate workshops and coordinate reviews, approvals and sign-offs.
• Support transition readiness and track milestones.

Connaissances

Business Analysis

Requirements gathering

Gap analysis

Workshop facilitation

Stakeholder management

Governance & documentation

Service transitions

Outsourcing programmes

IT service transformations

ITIL knowledge

Outils

BPMN

Visio

Description du poste

Are you an experienced Business Analyst with a passion for process analysis, stakeholder management and IT Service Management? This is an opportunity to play a key role in a large-scale Service Desk & Workplace Services transformation programme and ensure a seamless transition of critical support services.

Working closely with the Transition Manager, you will identify, document and validate all operational processes, procedures, services, roles and dependencies required to successfully transfer service ownership.

Your objective? Ensure that no critical process, service or operational dependency is missed during the transition.

Process Discovery & Analysis

• Map and document current-state support processes (As-Is)
• Analyse end-to-end service management workflows
• Identify operational dependencies across teams and suppliers
• Detect process gaps, risks and improvement opportunities

Requirements Management

• Gather and challenge business and operational requirements
• Define requirements across:
  • Service Desk
  • Knowledge Management
  • Reporting & Analytics
  • Service Governance
• Maintain a complete and traceable requirements repository

Documentation & Governance

• Create detailed process maps and service blueprints
• Produce operational procedures and work instructions
• Develop RACI matrices and governance documentation
• Support operational handbooks and knowledge articles
• Maintain RAID logs, actions and reporting dashboards

Stakeholder Engagement

• Facilitate workshops with business, technical teams and SMEs
• Validate requirements and process designs
• Coordinate reviews, approvals and sign-offs

Transition Support

• Assist with operational readiness assessments
• Track transition actions, decisions and milestones
• Ensure all services and processes are successfully transitioned

What We're Looking For

• 5+ years of experience as a Business Analyst within IT Operations, ITSM or Service Management environments
• Strong experience with:
  • Requirements Gathering
  • Gap Analysis
  • Workshop Facilitation
  • Stakeholder Management
  • Governance & Documentation
  • Service transitions
  • Outsourcing programmes
  • IT service transformations
• Good understanding of ITIL processes and service management frameworks
• Experience with BPMN, Visio or similar process modelling tools

Nice to Have

• Managed Services or outsourcing experience

Ready to make an impact in a high-visibility transformation programme? Let's connect!