Business Process Analyst

Business Process Analyst – 3-month contract – (Hybrid)

My Customer is looking for an experienced Business Process Analyst to support a Service Management Review across multiple departments. The primary objective is to establish service desks within key departments, ensuring streamlined and effective service management processes. Initially, the project will focus on a few key departments, with the potential for further expansion.

The successful candidate will work closely with stakeholders to document current processes, create process maps, and provide insights for service improvements. A strong background in ITIL frameworks and Process Mapping is essential, along with expertise in requirement gathering and business analysis best practices.

Key Responsibilities of the Business Process Analyst:

• Conduct business process analysis across departments to assess current service management approaches.
• Develop detailed process maps to visualize and standardize workflows.
• Identify opportunities for process optimization and service improvements.
• Collaborate with stakeholders to define requirements for new service desks.
• Support the development of ITIL-aligned service management frameworks.
• Provide documentation and recommendations for best-practice service management structures.
• Work with cross-functional teams to ensure smooth implementation of new processes.

Key Skills & Experience:

• Proven experience as a Business Process Analyst, ideally within Service Management or ITSM projects.
• Strong knowledge of ITIL frameworks and service management best practices.
• Expertise in process mapping tools (e.g., Visio, Lucidchart, BPMN).
• Experience in gathering business and technical requirements from multiple stakeholders.
• Ability to analyse complex workflows and present clear, actionable recommendations.
• Excellent stakeholder engagement and communication skills.
• Experience working across multiple departments or in a matrix environment is a plus.

This Business Process Analyst is required onsite in London on a hybrid basis.

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