Freelance Project: Business Analyst – Service Desk & Workplace Services Transition

Start: ASAP

Duration: Project-based assignment

Work Regime: Full-time

Languages: English (mandatory)

Role

We are looking for a Business Analyst to support a large-scale Service Desk & Workplace Services transition. You will work closely with the Transition Manager to ensure that all processes, services, operational procedures, dependencies, and requirements are accurately documented and successfully transferred to the future operating model.

The focus is on ensuring business continuity, operational readiness, and a smooth service transition.

Responsibilities

Process Analysis & Requirements

- Analyze and document current-state support processes and workflows
- Map end-to-end service management processes
- Identify operational dependencies, risks, and improvement opportunities
- Gather and validate functional and operational requirements

Documentation & Governance

- Create process maps, service blueprints, and operational documentation
- Produce RACI matrices, work instructions, and knowledge articles
- Maintain requirements traceability and governance documentation
- Track actions, risks, issues, and decisions

Stakeholder Management

- Facilitate workshops with business, IT, and supplier stakeholders
- Validate requirements and process designs
- Coordinate reviews and sign-off activities




- Act as a bridge between operational and technical teams

Transition Support

- Support knowledge transfer activities
- Assist with operational readiness assessments and testing
- Ensure services, processes, and responsibilities are successfully transitioned
- Support reporting towards project and management stakeholders

Profile

- Minimum 5 years of experience as a Business Analyst in IT Operations or Service Management environments
- Strong experience with process analysis and documentation
- Experience in service transitions, outsourcing programs, or large transformation initiatives
- Strong stakeholder management and workshop facilitation skills
- Analytical, structured, and detail-oriented

Must-Have Skills

- Requirements Gathering
- Process Modelling (BPMN, Visio or similar)
- Gap Analysis
- Workshop Facilitation
- Stakeholder Management
- Documentation & Governance
- ITIL Processes & Service Management
- Strong Communication & Presentation Skills

Nice-to-Have

- ServiceNow
- ITSM Transformation Programs
- Workplace Services / End-User Computing environments
- Managed Service Provider environments
- Supplier Transition experience

Key Strengths

- Strong analytical mindset
- Structured and methodical approach
- Excellent communication skills
- Ability to bridge business, operations, and IT
- Comfortable working in complex multi-stakeholder environments

📌 Business analyst (España)
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📍 España