ITSM Business Analyst

Source Technology Limited; Zürich; Hybrid; CHF 138.000 - 186.000; Vollzeit

Zusammenfassung

Source Technology Limited seeks an experienced ITSM Business Analyst to support ITSM delivery and continuous improvement. You will collaborate with process owners, technical teams and stakeholders to translate business needs into actionable outcomes across ITSM processes and platform enhancements.

Key responsibilities include eliciting requirements, facilitating workshops, refining backlogs, and documenting BPMN diagrams and CMDB workflows.

Qualifikationen

• Proven ITSM Business Analyst experience within ITSM.
• Hands-on Jira Service Management experience is a plus.
• Experience in CMDB design and configuration management.
• Familiarity with ITIL and ITSM workflows.

Aufgaben

• Elicit, analyse and document business and functional requirements for ITSM processes and tooling improvements.
• Facilitate workshops and requirements sessions with stakeholders.
• Support ITSM project delivery including backlog refinement and acceptance criteria.
• Design and maintain BPMN diagrams, use cases and structured requirements documentation.
• Contribute to CMDB implementation or maturation and data governance.

Kenntnisse

ITSM concepts & frameworks

Requirements elicitation

Process modelling

Stakeholder engagement

Documentation

Tools

Jira Service Management

Jira Assets (CMDB)

BPMN diagrams

Jobbeschreibung

Contract: Daily rate £800/day
Location: Zurich, Switzerland (hybrid/onsite as required)
Industry: Consultancy & Advisory

We are seeking an experienced ITSM Business Analyst to support the delivery and continuous improvement of IT Service Management capabilities. You will work with process owners, technical teams and stakeholders to define requirements, facilitate workshops and translate business needs into actionable outcomes across ITSM processes and platform enhancements.

Key Responsibilities

• Elicit, analyse and document business and functional requirements for ITSM processes and tooling improvements.
• Facilitate workshops, requirements sessions and process design discussions with stakeholders.
• Support ITSM project delivery, including backlog refinement, prioritisation and acceptance criteria.
• Design and maintain process documentation, including BPMN diagrams, use cases and structured requirement packs.
• Contribute to the implementation or maturation of Configuration Management processes and CMDB structures.
• Validate CMDB data imports, CI relationships and business rules; support data quality and governance practices.

Required Experience

• Proven experience as an ITSM Business Analyst (or similar) within IT Service Management.
• Track record in ITSM project delivery, ideally with hands‑on exposure to Atlassian Jira Service Management.
• Experience implementing or improving Configuration Management processes and CMDB structures.
• Familiarity with the ITIL framework, ITSM workflows and service design practices.

Technical Skills

• Strong capability in defining and documenting business and functional requirements for ITSM processes and platform enhancements.
• Good understanding of Atlassian Jira Service Management, Jira Assets (CMDB), object schemas and asset relationships.
• Ability to create and maintain process diagrams (e.g., BPMN), use cases and structured requirements documentation.
• Knowledge of data governance concepts and CI lifecycle models.
• Experience validating data imports, relationships and business rules within a CMDB context.

Contract note: This is a contract role; candidates must have the right to work in Switzerland or be able to work via an appropriate engagement model.

We believe in equal opportunity for all and actively encourage applications from diverse backgrounds, experiences, and perspectives.