Tech & Digital

Business Analyst - ITIL Service Analysis

SC Cleared Business Analyst - ITIL Service Analysis
Starting mid April
90% remote with fortnightly on-site working in London
£460 per day Outside IR35

iO Associates are working with a Public Sector consultancy to bring on board an SC or DV cleared ITIL Service Analyst as soon as possible.

The role will be commencing in the next few weeks and therefore we will likely only be able to consider candidates with a 2 week notice period or less.

Due to the short turnaround for this role, you will need to already hold active SC Clearance.

Key Knowledge:

  • ITIL Certified
  • Demonstrable experience analysing various ITIL processes and frameworks

Key role duties:

  • Conduct research and fact-finding activities to formulate and define system scope and objectives
  • Define contracting and provisioning of services to a wide and diverse stakeholder base
  • Define and agree SLA's, and quality guidelines and procedures.
  • Prepare detailed specs from which service management will be defined and contracted.
  • Contribute to the enhancement of the overall operational service management system.
  • Analyse and evaluate the service management structure and processes to determine how it operates
  • Engage with stakeholders to undertake functional and non-functional requirements capture and analysis, ensuring they are complete and unambiguous
  • Validate requirements
  • Identify problems and areas for improvement and optimisation
  • Design potential solutions or improvements to business problems
  • Document and report findings with associated risk and impact assessments
  • Develop and manage end-to-end service management test cases for user acceptance
  • Oversee the implementation of approved process improvements
  • Define and oversee quality assurance


  • Ability to demonstrate clear understanding and evidence your previous experience as Business and Service Analysis through a transformation, cultural change or complex delivery.
  • Detailed knowledge of ITIL and practical experience of defining and implementing service management frameworks.
  • Experience using and developing Power BI Dashboards
  • Ideally have knowledge and application of common Analysis tools, methodologies and processes:
    • Practical PESTLE, CATWOE or other framework experience to aid with business problem statements
    • Experience of creating user stories and journeys to communicate the stakeholders requirements
  • Ideally have experience of working with service management vendors.
  • Familiar with process mapping tools (LucidChart,, Visio, Blueworks)

Please don't hesitate to apply if you have: SC Clearance, strong experience with ITIL and Service Management Analysis, are able to start within the next couple of weeks if needed, and will be able to work fortnightly in London.