Senior ICT Business Analyst – ITSM & Transformation

Location: Belgium
Start Date: 1 September 2026
Duration: Until 31 August 2027
Work Regime: Full-time (100%)
Work Arrangement: Hybrid; remote work possible subject to internal arrangements

Role Overview

We are looking for a Senior ICT Business Analyst / Consultant to support a major IT Service Management (ITSM) transformation, including the replacement and optimization of ITSM tooling.

The successful candidate will analyse and improve business and IT processes, manage requirements, support functional integrations, and work closely with technical and business stakeholders to ensure a smooth transition to the new ITSM environment.

Key Responsibilities

• Analyse, document and optimise business and IT processes.
• Support ITSM transformation initiatives, including ITSM tooling implementation and improvement.
• Gather, manage and validate business and functional requirements.
• Analyse and define functional integrations between applications and integration components.
• Develop and optimise business processes using BPM principles.
• Model processes using BPMN 2.0 or an equivalent recognised process-modelling standard.
• Manage stakeholders across business, IT and project teams.
• Support Agile/Scrum software development activities.
• Coordinate and follow up testing activities.
• Contribute to functional monitoring and logging requirements.
• Support project management activities including planning, timing, coordination, estimation and cost considerations.
• Facilitate workshops using Service Design and User-Centric Design (UCD) approaches.
• Contribute to the implementation and continuous improvement of ITSM processes and tooling.

Mandatory Requirements

• Minimum 5 years of relevant professional experience as a Business Analyst.
• Demonstrable experience as a Business Analyst within IT Service Management (ITSM) and transformation projects.
• Strong experience in process analysis, process optimisation, requirements management and ITSM process implementation/improvement.
• Minimum 5 years of experience in general business operations with an ICT focus.
• Demonstrable experience analysing and defining functional integrations between applications, including integration components.
• Demonstrable experience in Business Process Management (BPM).
• Strong knowledge of BPMN 2.0 or an equivalent internationally recognised process-modelling standard.
• Dutch language proficiency at CEFR C2 level.

Preferred / Nice-to-Have Experience

• Experience with Agile/Scrum software development.
• Experience with Confluence.
• Experience with Jira.
• Experience with functional monitoring and logging.
• Experience coordinating and following up testing activities.
• Experience with Service Design and User-Centric Design (UCD).
• Experience facilitating workshops.
• Strong stakeholder management experience.
• Experience working within a government/public-sector environment.
• Knowledge of project management disciplines, including cost, timing, coordination, planning and estimation.

Candidate Profile

The ideal candidate is a senior Business Analyst with strong ITSM and transformation experience, excellent process analysis and optimisation capabilities, and the ability to bridge business and technical stakeholders. Experience with ITSM tooling replacement or transformation projects is particularly important.

Dutch C2 proficiency is mandatory.