Business Analyst (ITSM)

Home Jobs Business Analyst (ITSM) – 8810
8810 London, United Kingdom IT Permanent

The role: 

We are looking for a Business Analyst (ITSM) to join our Infrastructure and Platform Team within PokerStars, this role can be in either based out of our Leeds or London offices or working remotely within the UK!

Are you our next star player?
Working within the IT Infrastructure team you will identify and transform business needs into solutions, including developing integrated processes and technology solutions, evangelizing best practices and technological tools.

Why we need you:
Within this role you will play a key role in supporting development, building and continuous improvement of various ITSM practices, with focus on Enterprise IT Service Desk, CMDB design and maintenance, CMDB-powered Change and Configuration Management, ITAM, including Hardware Asset Management, Software Asset and Software License Management.
Key Responsibilities

  • Engage with stakeholders, analyze and synthesize provided information
  • Identify business rules, functional requirements, non-functional requirements through cases and stakeholders
  • Direct the gathering of requirements for applying technology solutions to satisfy corporate needs
  • Develop integrated processes and technology solutions
  • Produces written content such as:
      • All requirements in the form of a Business Requirement Document (BRD) 
      • Solutions to those needs in the form of Functional Requirement Document (FRD)
      • Fit/Gap analysis
      • “As is” and “to be” Business Process Models (BPM) workflows
      • Use Cases
      • UML diagrams, Use Case Diagram and Activity Diagram
      • high level data flow diagrams with the support of the architects,
      • Story boards and workflows
      • Tests Plans for the Quality Assurance team
      • Change management documents (policies, training, communication)
  • Communicate and solve the Fit/Gap analysis with all stakeholders impacted.
  • Participate in the evaluation and benchmarking of market solutions when required
  • Participate as member of the team on parts of the project plan
  • Create tests cases and conduct manual testing
  • Support the User Acceptance Testing (UAT) phase
  • Ensure knowledge transfer and documentation of the new solution;=
  • Evangelize best practices and technology tools, market and socialize the solutions
  • As SAM / SLM analyst: manage and monitor software licenses at a group level, ensuring compliance, identifying synergies and cost savings in the current software inventory. Develop, communicate and implement policy and processes for continues improvement of software management framework. 

Who are we looking for:
Relevant experience:

  • Experience in ITSM business analysis or equivalent experience;
  • Experience in managing IT projects
  • Experience working within Enterprise IT Support / as Change Manager / as Configuration Manager is an asset 
  • Knowledge of Atlassian products (Jira / Jira Service Management / Insight) is an asset
  • Experience in CDMB development is an asset
  • Experience working across organizational boundaries on a local and global basis


  • Good knowledge of business process design
  • Understanding of IT Asset Management, Service Lifecycle Management, Configuration Management best practices
  • Understanding of the project lifecycle and resources involved
  • Good knowledge of Requirement Management
  • Good knowledge of the analysis and conception of IT software and systems;
  • Understanding of the project lifecycle and resources involved
  • Understanding of different project delivery methodologies (Agile/Waterfall), is an asset
  • Knowledge of an IT service management product
  • Basic understanding of IT infrastructure and it’s relation to applications and business services, an asset;
  • Understanding of interface ergonomics and design
  • Data analysis skills (using Excel, SQL or other tools)

Nice to have:

  • Technical background, including degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field is a plus
  • ITIL Certification is a plus

What’s in it for you?

Our experience-based salaries are competitive. Plus, there’s a discretionary annual performance bonus.

Your package will include:

  • health and dental insurance for you, your partner and your children (if you all live at the same address)
  • £1,000 as congratulations if you have a baby whilst you work for us
  • discounted gym membership
  • in-house training and development to develop your skills, progressing your career.

What happens next?

If you’re what we’re looking for, next up will be a phone interview. And if that goes well, we’ll meet you for a face-to-face interview.

 The Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of FTSE 100 index of the London Stock Exchange, which brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.



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