Service Improvement & Business Analyst

Brussel based client is seeking a Service Improvement & Business Analyst for an assignment. This is a long term contract.

What will you be doing in this role?

• Collaborate with stakeholders to create clear, actionable user stories and acceptance criteria for sprint-based delivery.
• Functional Business Analysis.
• Service Management.
• Back office Support and project governance.
• Document business requirements, use cases, and functional specifications.
• Analyze and model current and future-state business processes to identify opportunities for improvement.
• Perform business model and risk analyses to support service enhancement decisions.
• Prepare and maintain key project documentation including business cases, vision documents, project charters, and security plans.
• Participate in business and technical working groups, user meetings, and progress reviews.
• Support service testing, deployment, evaluation, and reporting activities throughout the lifecycle.
• Identify and evaluate system discrepancies, inefficiencies, or vulnerabilities affecting service quality.
• Provide trainings to stakeholders like IT support group and the users.

Requirements

• Master Degree in IT or related field and at least 10 years of professional experience in IT.
• Good knowledge of Service Management.
• Good knowledge of ITIL.
• Experience with requirements elicitation.
• Basic knowledge of how databases work.
• Experience with UML, BPMN and Agile
• Experience with Service Now is desirable.
• Good knowledge of agile toolbox (i.e. JIRA, Confluence, BigPicture, Gliffy, Balsamiq, etc.).
• Good knowledge of Application Management Lifecycle.
• At least one of the following certificates: Certified Scrum Product Owner (CSPO), Professional Scrum Product Owner (PSPO), SAFe Product Owner or equivalent, ITIL certification above ITIL foundation (or equivalent), Project management certification such as Prince2, PM² or equivalent.
• Fluent in English at least at a level C1.