ITSM Transformation Lead: Business Analysis & PM

HCLTech; United Kingdom; On-site; GBP 60,000 - 90,000; Full time

Job summary

HCLTech in the United Kingdom seeks an experienced Business Analyst / Project Manager to support a large-scale IT Service Management (ITSM) transformation and onboarding program. The role centers on integrating multiple business entities into standardized global ITSM processes, governance frameworks, and technology platforms.

The successful candidate will collaborate with technical teams, SMEs, project stakeholders, and business leaders to drive process transformation, coordinate onboarding

Qualifications

• 5+ years of Business Analysis experience within IT environments.
• Experience coordinating cross-functional project teams and stakeholders.
• Excellent communication and stakeholder management skills.
• Strong analytical and process-mapping capabilities.
• Ability to assess current processes and support transformation initiatives.
• Experience producing business requirements, governance documentation, and project deliverables.

Responsibilities

• Assess existing ITSM processes and support transformation to global target-state frameworks.
• Drive onboarding activities across key ITSM domains, including: Change Management and IT Service Continuity Management.
• Coordinate activities between project teams, technical teams, SMEs, and business stakeholders.
• Support technical onboarding and integration initiatives, including CMDB and service discovery activities.
• Analyze current-state processes and document future-state operating models.
• Produce high-quality business, process, governance, and project documentation.
• Support compliance-related requirements within a regulated environment.
• Facilitate workshops, meetings, and stakeholder discussions to support decision-making.
• Contribute to project governance, communication plans, and reporting activities.
• Support training, knowledge transfer, and organizational readiness initiatives.

Skills

Stakeholder management

Process mapping

Analytical thinking

Communication skills

Cross-functional coordination

Requirements gathering

Education

Bachelor's degree in Business/IT/CS

Tools

ServiceNow

CMDB

Job description

HCLTech in the United Kingdom seeks an experienced Business Analyst / Project Manager to support a large-scale IT Service Management (ITSM) transformation and onboarding program. The role centers on integrating multiple business entities into standardized global ITSM processes, governance frameworks, and technology platforms.

The successful candidate will collaborate with technical teams, SMEs, project stakeholders, and business leaders to drive process transformation, coordinate onboarding