IT Service Transition Analyst - Process & Governance Lead

ENTICO ICT; Belgique; À distance; EUR 55 000 - 85 000; Plein temps

Résumé du poste

ENTICO ICT is seeking an experienced Business Analyst to support a major service desk transition programme from ATOS to HCL. You will identify, document, validate and track processes, services, roles and interfaces to ensure seamless transfer of service ownership.

You will work with the Transition Manager to map end-to-end workflows, analyze dependencies, and maintain a central requirements repository while engaging with stakeholders and suppliers for sign-offs.

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

• 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.
• 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.
• Create detailed process maps and service blueprints.
• Document operational procedures and work instructions.
• Produce RACI matrices.
• Support development of operational handbooks and knowledge articles.
• Conduct workshops with Honda, and both suppliers’ SMEs.
• Validate requirements with business and technical teams.
• Facilitate process reviews and sign-offs.
• Support knowledge transfer activities.
• Assist in testing operational readiness.
• Validate that all services and supporting processes have been transitioned.
• Track transition actions and decisions.
• Maintain RAID logs and action registers.
• Produce project documentation and executive reporting.
• Track requirements completion and sign-off status.

Connaissances

Business Analysis

ITIL processes

Service Management

BPMN

Visio

Stakeholder Workshops

Supplier Transitions

ServiceNow

Outils

ServiceNow

Description du poste

ENTICO ICT is seeking an experienced Business Analyst to support a major service desk transition programme from ATOS to HCL. You will identify, document, validate and track processes, services, roles and interfaces to ensure seamless transfer of service ownership.

You will work with the Transition Manager to map end-to-end workflows, analyze dependencies, and maintain a central requirements repository while engaging with stakeholders and suppliers for sign-offs.