Business Analyst – ITSM & BPMN 2.0

Our client, a prominent public sector organization, is seeking a Business Analyst to join a long-term IT Service Management transformation program. The role focuses on analyzing and optimizing service management processes and managing technical integrations during a large-scale platform replacement.

• Analyze and optimize IT Service Management processes as part of a major platform replacement program.
• Model complex workflows using BPMN 2.0 standards to establish a clear framework for the project.
• Manage functional requirements and technical integrations across a diverse stakeholder landscape.
• Translate service management needs into concrete platform configurations and functional designs.
• Facilitate workshops with service owners and end users to drive process standardization and identify gaps.
• Coordinate test activities and safeguard process continuity during the transition from legacy systems.

• You have 5+ years of experience as a business analyst focused on ITSM transformation and process optimization.
• You possess expertise in modeling processes using BPMN 2.0 or recognized equivalent standards.
• You bring experience in specifying functional integrations between applications and defining integration components.
• You have knowledge of the functional implementation and improvement of service management processes and tooling.
• You're familiar with translating service management needs into platform configurations and functional designs.
• You possess experience managing requirements and facilitating workshops with diverse stakeholder groups.
• You're capable of coordinating test activities and ensuring process continuity during system transitions.
• You are proactive and solution-oriented.
• You are fluent in Dutch at a C2 level.

Nice to Haves

• Experience with Agile and Scrum methodologies using Jira and Confluence.
• Knowledge of Service Design and User-Centric Design principles.
• Prior experience in a public sector environment.
• Familiarity with functional monitoring and logging requirements.
• Understanding of project management fundamentals including planning and estimation.

• Start date: September 2026.
• Duration: 1 year (until August 2027).
• Work regime: Full-time.
• Location: Ghent.
• Working model: Hybrid (homeworking possible subject to internal arrangements).
• Contract: open to both permanent employees and freelancers.