Overview
We are seeking a proactive Business Analyst for a contract role, who excels in a structured but fast-paced environment. In this position, you will play a crucial role in preparing new services for launch by managing requirements gathering, documenting operational impacts, and coordinating readiness deliverables. You will collaborate with stakeholders across various teams to ensure that all aspects of service design and readiness are effectively captured and documented.
Responsibilities
- Capture and document business, service, and non-functional requirements.
- Produce process flows, workflows, stakeholder maps, and impact assessments.
- Facilitate workshops with subject matter experts, suppliers, and operational teams.
- Document RACIs, SLAs/XLAs, support models, service boundaries, and catalogue item workflows.
- Define service models for incident, major incident, problem, change, release, and access management.
- Develop BAU handover documentation, including Known Errors, Knowledge Articles, and runbooks.
- Capture monitoring/alerting needs, service hours, uptime targets, and recovery expectations.
- Maintain risks, issues, and actions; assign owners, track mitigation, and escalate where needed.
Requirements
- Solid background in Business Analysis with experience in Service Readiness or Service Transition.
- Strong experience in documentation, workshop facilitation, and producing clear, structured deliverables.
- Good understanding of ITIL principles.
- Hands-on experience with ServiceNow.
- Proven ability to coordinate multiple parallel workstreams and engage effectively with diverse stakeholder groups.