Business Analyst - ITSM & IT Asset Management

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.