Freelance Business Analyst

Our client is seeking an experienced Business Analyst to support the ATOS to HCL Service Desk transition programme.

The Business Analyst will work alongside the Transition Manager to identify, document, validate and track all processes, services, procedures, roles, interfaces and operational requirements required to successfully transfer service ownership to HCL.

The primary objective is to ensure no critical support function, process or operational dependency is overlooked during the transition.

Key Responsibilities

Process Discovery & Analysis

• Identify and document current-state (As-Is) support processes.

• Map end-to-end service management workflows.

• Analyze operational dependencies between teams and suppliers.

• Identify process gaps, risks and improvement opportunities.

Requirements Management

• Gather functional and operational requirements from stakeholders.

• Define transition requirements for:

  • Service Desk

  • Incident Management

  • Request Fulfilment

  • Major Incident Management

  • Escalation Management

  • Knowledge Management

  • Reporting & Analytics

  • Service Governance

  • Supplier Management

• Maintain a complete and traceable requirements repository.

Documentation

• Create detailed process maps and service blueprints.

• Document operational procedures and work instructions.

• Produce RACI matrices.

• Support development of operational handbooks and knowledge articles.

Stakeholder Engagement

• Conduct workshops with the client, and both suppliers’  SMEs.

• Validate requirements with business and technical teams.

• Facilitate process reviews and sign-offs.

Transition Support

• Support knowledge transfer activities.

• Assist in testing operational readiness.

• Validate that all services and supporting processes have been transitioned.

• Track transition actions and decisions.

Governance & Reporting

• Maintain RAID logs and action registers.

• Produce project documentation and executive reporting.

• Track requirements completion and sign-off status.

Required Experience

• Minimum 5 years Business Analysis experience in IT Operations or Service Management environments.

• Experience documenting and analyzing ITIL processes.

• Proven experience in supplier transitions, outsourcing programs or major service transformations.

• Strong process mapping skills using BPMN, Visio or equivalent tools.

• Experience facilitating stakeholder workshops.

Preferred Experience

• ServiceNow environments.

• ITSM transformations.

• EUC and Workplace Services organizations.

• Experience working with managed service providers.

Key Skills

• Requirements Gathering

• Process Modelling

• Gap Analysis

• Workshop Facilitation

• Stakeholder Management

• Documentation & Governance

• ITIL Framework Knowledge

• Analytical Thinking

• Communication & Presentation Skills