Senior ITSM Analyst (SNS02165)
Job Description
Your ITSM Assessment will be organized into four logical sections:
Discovery & Framing
- Scope & Objectives: Define goals, in-scope processes, business units, and toolsets
- Tool Inventory & Landscape Mapping: Catalog all ITSM solutions (versions, modules, licensing, ownership) within the Enterprise Architecture repository
Current-State Analysis - Inventory ITSM Processes in alignment with the Elia business architecture
- Process Coverage & Capability Assessment: Maturity ratings for all ten ITSM domains (Problem Management, Change Management, Service Request Management, Asset & Configuration (CMDB), Knowledge Management, Release & Deployment, Service Level Management (SLAs/OLAs), Capacity & Availability, Continuity/Disaster Recovery, Service Portfolio & Financial Management) but also aspect that goes beyond those domains like User Experience
- Overlap & Integration Mapping: inventory functionalities with the Enterprise Architecture repository and Identify redundant functionality and integration points
Requirements & Gap Assessment
- Requirements Gathering: Capture “must-have” and “nice-to-have” needs from workshops, interviews, and surveys. Babok methodology is applied with a clear differentiation between business & solution requirements.
- Gap Analysis: Compare current capabilities versus target requirements
Strategic Evaluation & Roadmap
- Cost & Licensing Analysis: Breakdown of current spend and cost-per-ticket/user benchmarks
- Risk & Compliance Assessment: Identify security, privacy, and vendor-lock-in risks, On-premise vs cloud solutions, etc
- Vendor & Market Benchmarking: SWOT analysis of incumbent tools versus market leaders
- Recommendations & Roadmap: Phased, prioritized quick wins and strategic initiatives
Service description:
Initiation & Planning
- Define scope, objectives, and success criteria with IT leadership
- Catalog incumbent ITSM platforms, modules, integrations, and business owners
Stakeholder Engagement & Discovery
- Lead workshops, interviews, and surveys across IT, operations, and business units
- Capture and prioritize functional requirements and pain points
Analysis & Evaluation
- Assess process maturity against organizational goals
- Conduct fit-gap analysis and identify integration opportunities
- Evaluate cost, risk, and benchmark tools against market alternatives
Synthesis & Reporting
- Produce a targeted assessment with key findings and recommendations
Requirements:
Experience: 5+ years in ITSM process improvement, tool evaluation, or consulting in large-scale enterprises
Technical Expertise: Strong knowledge of at least two major ITSM platforms (e.g., ServiceNow, Jira Service Management)
Desirable Tools Experience: Familiarity with Jira Software, Jira ITSM, and Ivanti Neurons is a strong plus. Experience in modeling language Archimate3.1 and BPMN2.0 is required. Use of Sparx EA is a plus.
Analytical Skills: Ability to document business and technical requirements benchmark performance, and derive insights from data
Communication & Facilitation: Skilled in leading workshops, writing clear documentation, and engaging stakeholders at all levels
Language: Fluency in English is mandatory
Hiring Team Member
