Business Analyst ITSM

Contract Business Analyst (IT Service Management/ Operations)

6 months with a view to extending

Outside IR35

Flexible hybrid working (London/remote)

Context

We're seeking an experienced Business Analyst to join a high-profile UK IT Operations centralisation programme. This is a hands-on, impactful role supporting the discovery, transition, and change management phases of a major IT transformation initiative.

You'll play a central role in standardising and streamlining IT service delivery across multiple business units, working closely with senior IT leaders. This is a high-visibility position where your expertise will directly shape the future IT operating model.

What You'll Do:

• Document and formalise existing ("as-is") IT processes across multiple business units.
• Define and document future ("to-be") processes for a new shared service model.
• Produce detailed transition documentation to support smooth implementation.
• Capture and standardise IT processes including onboarding/offboarding, hardware provisioning, and service management (incident, change, problem, requests).
• Develop and maintain the Target Operating Model (TOM), including cost modelling and structure.
• Present complex information clearly to technical teams and senior stakeholders.
• Support consistent ITSM processes across multiple business units.

About You:

• Proven experience in IT transformation, centralisation, or shared service programmes.
• Hands-on with ITSM platforms is essential (ServiceNow, Freshservice, or similar).
• Strong skills in process mapping, business case development, and cost-benefit analysis.
• Comfortable in hybrid Agile/Waterfall environments; able to write user stories and acceptance criteria.
• Excellent documentation experience.
• Excellent stakeholder engagement and communication skills; simplifies complexity and drives results.
• Proactive, structured, and delivery-focused; able to produce high-quality documentation efficiently.

Please note: Only applications submitted through this process will be considered. Contacting us outside of this will not expedite consideration and may delay shortlisting.