HCLTech
Business Analyst / Project Manager (ITSM Transformation)
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📍 Location: Remote UK 📅 Contract Duration: 4.5 Months (Extension Possible) 🕒 Workload: Full-Time (5 Days/Week)
About the Role
We are looking for an experienced Business Analyst / Project Manager to support a large-scale IT Service Management (ITSM) transformation and onboarding program. The role focuses on integrating multiple business entities into standardized global ITSM processes, governance frameworks, and technology platforms. The successful candidate will collaborate with technical teams, SMEs, project stakeholders, and business leaders to drive process transformation, coordinate onboarding activities, support governance structures, and ensure successful adoption of global ITSM standards.
Key Responsibilities
- Assess existing ITSM processes and support transformation to global target-state frameworks.
- Drive onboarding activities across key ITSM domains, including:
- Change Management
- Incident Management
- Problem Management
- IT Service Continuity Management
- Configuration Management (CMDB)
- Coordinate activities between project teams, technical teams, SMEs, and business stakeholders.
- Support technical onboarding and integration initiatives, including CMDB and service discovery activities.
- Analyze current-state processes and document future-state operating models.
- Produce high-quality business, process, governance, and project documentation.
- Support compliance-related requirements within a regulated environment.
- Facilitate workshops, meetings, and stakeholder discussions to support decision-making.
- Contribute to project governance, communication plans, and reporting activities.
- Support training, knowledge transfer, and organizational readiness initiatives.
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Required Skills & Experience
- 5+ years of Business Analysis experience within IT environments.
- Strong Project Management experience delivering complex IT initiatives.
- Experience coordinating cross-functional project teams and stakeholders.
- Excellent communication and stakeholder management skills.
- Strong analytical and process-mapping capabilities.
- Ability to assess current processes and support transformation initiatives.
- Experience producing business requirements, governance documentation, and project deliverables.
- Fluent English communication skills.
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Preferred Experience
- Knowledge of IT Service Management (ITSM) frameworks and best practices.
- Experience with:
- Change Management
- Incident Management
- Problem Management
- IT Service Continuity Management
- CMDB processes
- Exposure to ServiceNow and related implementation or integration activities.
- Experience working within financial services, insurance, or other regulated industries.
- Familiarity with regulatory and compliance-driven environments.
- Understanding of operational resilience and governance requirements.
Qualifications
- PRINCE2 certification or equivalent Project Management accreditation is highly desirable.
- Bachelor's degree in Business, Information Technology, Computer Science, or a related field preferred.
Ideal Candidate
You are a structured, proactive, and delivery-focused Business Analyst / Project Manager with a strong background in IT transformation initiatives. You can effectively bridge the gap between business and technology teams, manage stakeholders across multiple functions, and drive successful outcomes in complex and regulated environments.
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