About this role
Responsibilities Identify and document current-state support processes and map end-to-end service management workflows. Gather functional and operational requirements for service desk, incident management, and request fulfillment from key stakeholders. Analyze operational dependencies between internal teams and external suppliers to identify process gaps and risks. Create detailed process maps, service blueprints, and RACI matrices to support operational handbooks. Facilitate workshops with subject matter experts to validate requirements and facilitate process sign-offs. Maintain RAID logs and action registers while producing executive reporting on transition progress. Requirements You have 5+ years of experience in Business Analysis within IT Operations or Service Management environments. You possess experience documenting and analyzing ITIL processes. You bring a proven track record in supplier transitions , outsourcing programs , or service transformations . You have advanced process mapping skills using BPMN , Visio , or equivalent tools. You possess expertise in workshop facilitation and stakeholder management . You have experience with requirements gathering , gap analysis , and documentation governance . You're known for your analytical thinking and strong communication and presentation skills. You are fluent in English . Nice to Haves Experience within ServiceNow environments. Knowledge of ITSM transformations and Workplace Services organizations. Experience working with managed service providers .