ITIL Business Analyst

Job Title: ITIL Business Analyst

Job Type: 12-Month Fixed Term Contract

Job Description

Our client, a leading professional services organisation, is seeking an experienced ITIL Business Analyst to join its technology function on a 12-month fixed term contract. This role will play a key part in driving IT service management transformation initiatives, improving operational processes, and enhancing service delivery across the organisation.

Job Responsibilities

Analyse and document existing IT operational processes, identifying opportunities for optimisation and improved efficiency.

Gather, document, and validate business, technical, and service requirements from key stakeholders.

Design and implement future-state IT service management processes aligned with industry best practices.

Conduct impact assessments relating to process, technology, operational, and organisational changes.

Facilitate workshops and stakeholder sessions to identify challenges, define requirements, and agree improvement initiatives.

Develop and maintain process documentation, workflows, operating procedures, governance frameworks, and reporting structures.

Support the implementation and optimisation of IT service management tools, workflows, and automation capabilities.

Establish and monitor service performance metrics, KPIs, and SLAs to support continual service improvement initiatives.

Collaborate with internal teams and third-party vendors to ensure successful delivery of transformation projects.

Promote governance, compliance, and audit readiness across IT service management processes.

Experience Required

Minimum 5 years' experience working as a Business Analyst within IT operations, IT service management, or technology transformation environments.

Demonstrated experience supporting ITIL maturity, service improvement, or operational transformation programmes.

Strong experience in requirements gathering, process analysis, process mapping, and stakeholder engagement.

Proven ability to manage multiple workstreams and deliver outcomes within complex organisational environments.

Experience facilitating workshops and communicating effectively with technical and non-technical stakeholders.

Strong understanding of IT operational processes including Incident Management, Problem Management, Change Management, Service Request Management, and Continual Service Improvement.

Experience working within regulated, professional services, financial services, or similarly structured environments is highly beneficial.

Excellent analytical, documentation, organisational, and project coordination skills.

Desirable Skills

ITIL Foundation or advanced ITIL certifications.

Business Analysis certifications such as CCBA, CBAP, or equivalent.

Experience with process modelling tools such as Visio, Lucidchart, BPMN, or similar platforms.

Familiarity with IT service management platforms and workflow automation technologies.

Knowledge of Lean, Six Sigma, or continuous improvement methodologies.

Experience developing dashboards, reporting frameworks, and service performance metrics.

Exposure to CMDB, asset management, monitoring tools, and service governance frameworks.

Basic scripting or automation experience using technologies such as PowerShell or Python.

Strong understanding of service governance, compliance, and operational risk management.

Educational Requirements

Bachelor's Degree or equivalent third-level qualification in Information Technology, Computer Science, Business Information Systems, or a related discipline.

Working Hours & Benefits

Competitive Salary

25 days annual leave

Hybrid working policy

Immediate pension scheme

Health & wellness benefits

HOW TO APPLY:

If you are interested in this role, please apply with your updated CV.