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IT Service Management Business Analyst

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  • Remote working
  • £462.93+ per day
  • Contract , 4 months
  • Full time

Our Government client is currently recruiting for a IT Service Management Business Analyst, on a 4 month contract paying £462.93P/D inside IR35 remote.

Role: IT Service Management Business Analyst

Contract Length: 30/12/2021

Location: remote

IR35: inside

Pay Rate to Candidate: £462.93 umbrella rate

Minimum Requirement:


A Business Analyst is needed to prepare Agency IT Service Management tooling (‘ITSM Tooling’) to support the Service Management of the new AO-RMS service.


• Gather all ITSM measures in the new AO agreement & summarise for Agency

• Gather all end-to-end processes in the new AO agreement & summarise for Agency

• Create example report templates to support measurements and process in above two items

• Agree deployment approach for new instance of Jira

• With support from Agency SME, iterate configuration of ITSM tooling workflow, reports to align with contract

• Design, implement and test data migration plan before transition completion, including management of inflight issues to new Jira instance

• Agree target state and tooling to support CMDB

• Analyse CMDB current state and identify gaps

• Identify data sources for configuration items and collate raw data using discovery tooling and existing records

• Iteratively cleanse and augment CMDB data to accurately represent AO estate

• Manage the population of the initial CMDB and integrate it with Jira

• Close gaps in CMDB and test integration with Jira

• Define approach for ITSM & CMDB data migration

Essential skills:

• Working knowledge of ITIL service management disciplines (incident, change, problem, request & configuration management)

• Strong business analysis skills for service desk processes, including process mapping and ticket classification

• Strong data analysis skills, including Excel data manipulation

• Hands-on experience of working with IT Service Management tooling (e.g. Remedy, Jira)

• Hands-on delivery experience in a project environment (at least Workstream level) including planning, RAID management and management of third party teams

  • Contact: Jordan Key
    020 7531 5757 (Offline)
  • Date: 15.09.2021
  • Deadline: 29.09.2021
  • Quote ref: 100421/44777

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