Business Analyst (ITSM) (m/f/d)
Responsibilities
- Identify and define business needs and global requirements to expand the Atlassian ITSM environment, focusing on Configuration Management and CMDB
- Collaborate with stakeholders and Atlassian functional teams to gather and shape technical and business requirements
- Lead ITSM project implementations, ideally with a strong background in strategic service management solutions
- Manage and communicate release schedules for ITSM projects
- Create use cases, process diagrams, and requirement documentation using Jira stories and scrum tasks
- Document and analyze current ITSM processes, identifying gaps compared to best practices (e.g., ITIL)
- Work with process and request type owners to define workflow and self-service requirements in Atlassian
- Coordinate with Infra, Cloud, Security, and App teams to validate existing configuration item (CI) data
- Define object schemas, relationships, and data governance in Jira Assets
- Document ownership models and update practices for configuration items, ensuring alignment with business expectations
Profile
- Degree in business, IT, or equivalent practical experience
- Solid experience as a Business Analyst, ideally in ITSM or large-scale transformation programs
- Proven ability to gather, analyze, and document requirements, translating them into actionable solutions
- Strong knowledge of ITSM processes and frameworks, especially ITIL and CMDB
- Experience in leading ITSM project implementations, with a strategic service management focus
- Skilled in creating use cases, process diagrams, and Jira-based documentation (stories, scrum tasks)
- Expertise in mapping and analyzing ITSM processes, identifying gaps vs. best practices
- Ability to collaborate across teams (Infra, Cloud, Security, Apps) to validate CI data and schemas
- Strong communication and stakeholder management skills, acting as a bridge between business and tech
- Fluent in English; German and/or French language skills advantageous
Benefits
- Exciting employment opportunity with a renowned organization in the energy industry
- Central office locations, remote setup
About Hays
IT is and always has been our core business that laid the foundation for Hays' success. We are the biggest privately owned IT recruitment agency in Germany and offer the best jobs for every career level – whether you are interested in vacancies in agile SMEs or international DAX groups. Hays masters the entire IT job spectrum, from support to software architecture or digitalisation – thanks to our broad portfolio, we have something for everyone. In the last decades, we were able to support numerous IT experts with choosing the right path for a successful career, positioning ourselves as their lifelong partner. Our highly specialised consultants can cater to your every wish and expectation and will prepare you for interviews and contract negotiations. Give it a try and learn what the market has to offer – our services are free of charge, non-binding and discreet! We look forward to hearing from you.
Staffing process for freelance specialists
- Analysis of qualifications
- Telephone or personal interview
- Contact with customers
- Contract with Hays
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1. Analysis of qualifications
We carry out a detailed analysis of your technical qualifications on the basis of your CV, your application documents and your profile.
Contact at Hays
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