Business Analyst

Computappoint; Greater London; Hybrid; GBP 68,000 - 89,000; Full time

Job summary

Computappoint is seeking a proactive Business Analyst to lead service readiness activities in a hybrid London role. You will capture requirements, map processes, and coordinate readiness deliverables to ensure services are fully prepared for launch.

The role emphasizes documentation, workshops with stakeholders, ITIL-aligned practices, and hands-on ServiceNow participation to support a structured transition and release process.

Qualifications

• Solid background in Business Analysis with experience in Service Readiness or Service Transition.
• Experience in documentation, workshop facilitation, and producing clear, structured deliverables (process flows, impact assessments, SLAs, support models, etc.).
• Good understanding of ITIL principles.
• Hands-on experience with ServiceNow.
• Proven ability to coordinate multiple parallel workstreams and engage diverse stakeholder groups.

Responsibilities

• Capture and document business, service, and non-functional requirements.
• Produce process flows, workflows, stakeholder maps, and impact assessments.
• Facilitate workshops with SMEs, suppliers, and operational teams.
• Document RACIs, SLAs/XLAs, support models, service boundaries, and catalogue item workflows.
• Define service models for incident, major incident, problem, change, release, and access management.
• Develop BAU handover documentation, including Known Errors, Knowledge Articles, and runbooks.
• Capture monitoring/alerting needs, service hours, uptime targets, and recovery expectations.
• Support supplier onboarding/offboarding and coordination of security, data protection, risk, and architecture inputs.
• Pull everything together into a comprehensive, structured service design and readiness package.
• Maintain risks, issues, and actions; assign owners, track mitigation, and elevate where needed.

Skills

Business Analysis

Service Readiness

Service Transition

Documentation

Workshop Facilitation

ITIL

Stakeholder Management

Tools

ServiceNow

Job description

This is a fantastic opportunity for a proactive Business Analyst who thrives in a structured yet fast-paced environment. You’ll play a key role in ensuring new services are fully ready for launch by capturing requirements, documenting operational impacts, and coordinating all readiness deliverables.

Job Title: Business Analyst

Job Type: Contract

Rate: up to £425/day (outside IR35)

Working arrangement: Hybrid - 2-3 days on-site per week

Office Location: Central London

The Role

• Capture and document business, service, and non-functional requirements
• Produce process flows, workflows, stakeholder maps, and impact assessments
• Facilitate workshops with subject matter experts, suppliers, and operational teams
• Document RACIs, SLAs/XLAs, support models, service boundaries, and catalogue item workflows
• Define service models for incident, major incident, problem, change, release, and access management
• Develop BAU handover documentation, including Known Errors, Knowledge Articles, and runbooks
• Capture monitoring/alerting needs, service hours, uptime targets, and recovery expectations
• Support supplier onboarding/offboarding and coordination of security, data protection, risk, and architecture inputs
• Pull everything together into a comprehensive, structured service design and readiness package
• Maintain risks, issues, and actions; assign owners, track mitigation, and elevate where needed.

What We’re Looking For:

• Solid background in Business Analysis with experience in Service Readiness, or Service Transition
• Strong experience in documentation, workshop facilitation, and producing clear, structured deliverables (process flows, impact assessments, SLAs, support models, etc.)
• Good understanding of ITIL principles
• Hands-on experience with ServiceNow
• Proven ability to coordinate multiple parallel workstreams and engage effectively with diverse stakeholder groups.