Business Analyst / ITSM

ITSM and Asset Management - Business Consultant

Business Analyst/Business Process Consultant - IT Service Management Transformation

Key responsibilities:

Identify, analyze, and document business requirements for IT services within the context of the IT

transformation program, focusing on user experience, efficiency, and alignment with business

objectives. Translate these requirements into functional specifications for the new IT service

platform, specifically related to Asset Management processes.

Facilitate workshops and interviews with stakeholders across the organization to understand

current processes, pain points, target state, and how the transformation will impact their

work, particularly regarding CMDB and Asset Management.

Model and analyze "as-is" and "to-be" business processes, identify areas for optimization as part

of the transformation, and propose solutions to streamline workflows, improve service delivery,

and reduce costs, with a focus on CMDB and Asset Management.

Collaborate closely with the Development teams to ensure that solutions are designed and

implemented according to agreed-upon requirements and best practices, supporting the overall

transformation goals, especially concerning CMDB and Asset Management integration and

functionality.

Develop user stories, acceptance criteria, and test cases to ensure the quality and effectiveness of

delivered solutions within the transformed environment, including thorough testing of CMDB and

Asset Management features.

Support the change management process related to the transformation, including communication,

training, and user adoption activities, specifically addressing changes to CMDB and Asset

Management processes.

Contribute to the design and implementation of improved CMDB and Asset Management

processes within ServiceNow, ensuring data accuracy, completeness, and compliance with

relevant standards.

Contribute to the continuous improvement of IT service management processes, leveraging

industry best practices and frameworks such as ITIL, throughout the transformation and

beyond, with ongoing focus on optimizing CMDB and Asset Management.

Develop and maintain documentation, including process maps, training materials, and user

guides, reflecting the transformed processes and systems, with clear guidance on CMDB and

Asset Management usage.

Skills and Experience:

• Bachelor's degree in Business Administration, Information Systems, or a related field.
• 7+ years of experience as a Business Analyst or Business Process Consultant, with a focus on IT

service management, ideally with experience in transformation projects.

• Experience working with ServiceNow or other ITSM platforms is highly desirable. Familiarity

with CMDB, industry best practices, and standard processes within ServiceNow or other service

landscape tools is essential.

• Strong understanding of ITIL framework principles (ITIL Foundation certification preferred).
• Proven ability to identify and document business requirements and translate them into functional

specifications within a changing environment.

• Excellent analytical, problem-solving, and communication skills.
• Strong facilitation and stakeholder management skills, particularly in the context of

organizational change.

• Experience with process modelling tools and techniques as well as agile methodologies.