Business Analyst IT Service Management

The Business Analyst will be pivotal in enhancing our current IT Service Management (ITSM) capabilities, particularly with the Service Manager 9 on-prem platform and its usage within the ITSM processes and integrations with other systems. This individual will leverage Agile methodologies and ITIL best practices to optimize our ITSM processes and prepare for a seamless transition to a new cloud-based platform. This role requires a deep understanding of service management platforms and processes, the ability to document complex system integrations, and the foresight to anticipate potential migration challenges.

About Rabobank

‘Creating a better world together’, this characterizes the Rabobank.

Rabobank makes a difference for its more than 7 million customers in 40 countries by stimulating innovations in financial services. So that all its customers can arrange their financial affairs optimally at any time.

But that is certainly not the only thing. Rabobank is a cooperative bank with a mission. Together with customers, members and partners, Rabobank is committed to a stronger living environment and to the major social challenges of today. This is based on the principle that more can be achieved together than alone. This mission can only be fulfilled because Rabobank is a powerful bank that works efficiently.

In addition, Rabobank is actively involved in many social initiatives. Part of the profit is invested in society. Further afield, by ensuring that farmers receive a fair price for their products. And close by, by making neighbourhoods better together throughout the Netherlands. About 1250 organizations in sports and culture that are a second home for many people are supported. Another example is the project with Humanitas, in which people who have financial problems are helped to get their home administration in order. A third example is that together with the Dutch Council for Refugees, 1,500 refugees are being helped to find a suitable job.

In order to continue to achieve its core task, Rabobank has drawn up an ambitious strategic plan in which further Digitization and Data are important pillars. A lot needs to change in products and services, business processes and the IT landscape.

Key Responsibilities:

Platform and Process Documentation & Analysis:

• Analyse the existing Service Manager 9 on-prem platform to understand its full scope, features, and limitations.
• Document all services that are currently consumed through the platform in relation to the utilizing processes.
• Analyse and document associated process data structures and data quality controls.
• Identify and document all integration points, including APIs, third-party tools, and other interfacing systems
  • Provide recommendations on improvements, potential pitfalls, and areas of concern.
  • Work with process management to identify process gaps and optimise the ITIL flows on all used platforms

Cloud Migration Planning:

• Collaborate with the PO and other stakeholders to understand the requirements for the new cloud platform.
• Document and prioritize these requirements, ensuring that they align with the company's strategic goals and customer needs.
• Research potential cloud platforms and vendors, and make recommendations based on fit, cost, scalability, and other relevant factors.
• Create a detailed migration plan, including a realistic timeline, resource allocation, and potential challenges.

Roadmap Development:

• Assist the PO in creating a detailed, realistic roadmap for the development and migration to the new platform.
• Continually update and refine the roadmap based on evolving business needs, technical challenges, and stakeholder feedback.
• Work with cross-functional teams to ensure alignment and understanding of the roadmap.

Qualifications:

• Bachelor's degree in a related field (e.g., Business, Information Technology, Computer Science) or equivalent work experience.
• 3+ years of experience as a Business Analyst, preferably with a focus on service management platforms.
• Familiarity with Service Manager 9 or similar platforms is a plus.
• Strong documentation skills with the ability to translate complex technical details into clear, understandable terms and standard modelling formats.
• Experience with cloud migration projects and understanding of cloud architecture principles.
• Excellent communication and collaboration skills.
• Ability to work both independently and as part of a cross-functional team.
• Proficient in Agile, ITIL, and Scrum methodologies, with the ability to apply these frameworks to improve ITSM processes and facilitate a successful cloud transition.
• Demonstrated soft skills in problem-solving, negotiation, and leadership, with an agile mindset conducive to a dynamic and collaborative work environment.

This is what we offer you  

• Up to a yearly gross salary incl all benefits € 95.000,00 (scale 9) (based on work experience) (and 40 hours)
• Thirteenth month's salary and 8% holiday allowance 
• An extra budget of 11% of your gross monthly salary to be used at your discretion. Buy extra holiday hours, add more to your pension savings or ask for part of the extra budget to be paid out. 
• The possibility to order working from home facilities (desk, chair and screen) and a monthly home working allowance of up to € 40- 
• A personal development budget of € 1,400- 
• A combination of working from home and at the office 
• 100% reimbursement of commuting costs if you travel by public transport 
• A pension scheme to which you contribute 5.5% 

This is a selection of the terms of employment for a Business Analyst based on a 36-hour / 40 hour working week. You can find all terms of employment on rabobank.jobs/en/conditions-of-employment. 

You and the job application process 

• Responses will be handled in accordance with vacancy management.
• Any questions about working at Rabobank and the process? Contact: Marie-Louise Hageman, Recruiter via Marie-Louise.Hageman@rabobank.nl
• We will hold the interviews through a video call.
• You can find answers to the most frequently asked questions on rabobank.jobs/en/faq.
• A security check is part of the process.
• We respect your privacy.

#LI-LH1