Share this job offer

Expert ITSM – Business Process Analyst

Job description

1-IT Transformation Program will focus on our relationship with NMBS/SNCB Business with strong demand management. In order to manage our customers and partners, we will set up a strong Service Delivery Management with a transversal approach.

Works, within a specific focus domain: e.g. stations management, marketing & sales, transports, IT…,  with Business Relationship Manager, enterprise architects, application analysts, solution architects and business process owners from the SNCB client to act as the liaison among stakeholders in order to capture, analyze, communicate and validate business requirements and translate these to process and technical solutions.

  • In depth understanding of Business Processes, Business Applications and market evolutions for a specific functional business domain of SNCB
    • Possess, broaden and where necessary acquire a good understanding of the Business Processes & Procedures of IT processes
    • Possess a good understanding of the Business Applications supporting these Business Processes, in particular ITSM
    • Possess a good understanding of the business challenges and market evolutions both on a Business Process level and on a Business Application level

  • Capture Business Requirements (functional & non-functional) of the SNCB client or IT
    • Support the Business Relationship Manager (BRM) and Business Process Owner (BPO) of the SNCB client in elaborating business objectives in relation to the corporate strategic goals & priorities
    • Lead the process of defining & documenting the ITSM processes, detailed business requirements including prioritization, dependencies, estimations, acceptance criteria & planning in collaboration with the business, Business Relationship Managers, internal domain experts and external parties
    • Collaborate with Enterprise Architecture and Operations to challenge the business requirements in terms of feasibility (capacity, dependencies, etc…)
    • Review these detailed requirements with business and IT stakeholders
    • Support the Business Relation Manager (BRM) in validating the detailed business requirements with business & IT stakeholders (signoff)
    • Manage requirement changes to ensure an optimal delivery in terms of priorities, capacity, architectural design, business priorities, …

  • Specific Process, Functional & Non-Functional requirements
    • Collaborate with business & IT stakeholders (PM, Solution Delivery, Operations,,…) to insure business requirements consistency across all functions with a clear focus on achieving SNCB goals
    • Review and approval of functional specifications to ensure consistency and functional efficiency in delivering of all business requirements
    • Review the IT ITSM processes, modify them if necessary, control the correct implementation and respect of these processes
    • Follow up the configuration and customization of delivered functionality to ensure Ypto has correctly delivered business requirements
    • Ensure end-to-end business test scenarios (including functional and non-functional tests) are adequately defined and executed to meet SNCB business requirements
    • Coordinate process design activities covering SNCB business requirements
    • Ensure the requirements, next to the functional aspects,  cover all of the following areas :
      • Network & Connectivity
      • Infrastructure & Data Center (IaaS & PaaS)
      • Business Intelligence & Analytics and Master Data Management
      • IT Operations & Transversal Services including Service Continuity & Disaster Recovery
      • Cyber Security
      • Authorization including Identity Access Management (IAM) and Active Directory (AD
      • Performance and responsiveness

  • Assure Quality of delivery & Train key users
    • Collaborate with business & IT stakeholders to review and validate solution design and test plan
    • Validate and sign off the delivered solution including user acceptance and operational testing with business & IT stakeholders
    • Working closely with the Change & Knowledge Management team to ensure business key users are trained and understand all process & procedural changes
  • Communicate & Report
    • Communicate in a language that is understandable for business & IT stakeholders
    • Collaborate with BRM, PM & EA to report on the progress & quality of the delivered solution and to ensure that the solution is correctly documented.


  • Master’s Degree in Computer Science, Information Systems, Applied economics or Commercial Engineer or other related field. Or equivalent work experience.
  • 5 years experience in Business processes, of which preferably a few years within the focus domain of IT
  • In-depth knowledge of ITSM processes 
  • Fluent in English and in Dutch or French (with preferably at least a passive knowledge of the other language), both spoken and written
  • Proven experience in Agile application development and test methodologies
  • An understanding of process design methods (BPMN 2.0 preferred) including flow objects, various flow objects (e.g. activities, gateways, events, connectors)
  • PMBOK and/or PMI certification; knowledge of ITIL, IT4IT
  • Knowledge and experience with the Service Now ITSM modules