Strategic Service Transition Analyst

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

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