We are looking for a Transversal Business Analyst – ITSM Platform (BMC Helix) to support our IT Service Management Platform evolution by supporting in the design, optimize, and standardization of the ITSM processes on the BMC Helix platform.
This role focuses on compiling requirements from various stakeholders to positively change the end-to-end workflows across Incident, Problem, Change, Service Request, Event, Knowledge Management, and CMDB modules in BMC Helix, leveraging Helix capabilities such as automation, and integrations.
The key objective is to improve service delivery efficiency, user experience, and process standardization through effective use of BMC Helix.
The Business Analyst will ensure a holistic view of ITSM processes, data flows, and integrations within the enterprise ecosystem.
JOB DESCRIPTION
As a Transversal Business Analyst – BMC Helix ITSM, you will act as the key point of contact for all the IT stakeholders who have requirements for new features or changes in existing features of BMC Helix. It is highly recommended that you possess strong knowledge of ITIL practices as well as BMC Helix capabilities.
You will be actively involved in requirement analysis, solution design, and implementation support for ITSM modules and enhancements on the Helix platform by closely collaborating with the Product Owner, Platform Architects and developers as well as the IT stakeholders requiring new/changes in existing features of the tool thereby bridging business needs with technical solutions
- MAIN MISSIONS: - Analyse and document requirements for new or changes to existing features in BMC Helix, across ITSM processes namely:
- Incident Management
- Problem Management
- Change Enablement
- Service Request Management (Digital Workplace)
- Asset & Configuration Management (CMDB)
- Knowledge Management
- Event Management
- Map and optimize user journeys and service workflows leveraging Helix Digital Workplace and self-service capabilities.
- Identify opportunities to implement automation, AI-driven insights, and cognitive features within Helix (e.g., auto-assignment, ticket deflection, predictive analytics).
- Translate business and transversal requirements into functional specifications for Helix configurations, workflows, and integrations.
- Work closely with technical teams to ensure accurate configuration of Helix modules, including workflows, forms, SLAs, and business rules.
- Analyse and manage enhancements, defects, and change requests related to Helix ITSM.
- Assist in data quality, governance, and consistency, particularly within CMDB and service catalog.
- Support integration of Helix with external systems (monitoring tools, DevOps pipelines, HR systems, cloud platforms).
- Participate in UAT, release validation, and deployment support for Helix updates.
- Maintain a global and transversal view of ITSM processes and platform interactions.
ADDITIONAL RESPONSIBILITIES
- Own the BMC Helix Enhancement Management process
- Facilitate workshops and stakeholder discussions to gather and validate requirements.
- Contribute to continuous improvement and ITSM maturity roadmap.
- Define and track KPIs and reporting metrics for BMC Helix enhancements.
- Ensure alignment with ITIL best practices and organizational standards.
PREFERRED / NICE TO HAVE
- Exposure to Helix Innovation Studio or workflow customization.
- Experience with API integrations and data flows.
- ITIL certification (Foundation or higher).
- Experience working in Agile / Scrum environments
- What we offer: - Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organisation
- A dynamic working environment with a good team spirit where personal development and growth are encouraged
- Responsibilities for key applications of Eurofins
- In a fast-growing group, successful team members are being offered increased areas of responsibility (within the Program and the Eurofins Group)
- An attractive salary package with extra-legal benefits
- Bachelor’s or master’s degree in engineering, IT, Computer Science, or related field.
- 4 - 6 years of experience as a Business Analyst in ITSM or enterprise platforms.
- Recommended to have hands-on experience with BMC Helix ITSM suite (Helix ITSM, Digital Workplace, CMDB).
- Good understanding of ITIL framework.
- Experience in process improvement methodologies (Lean, Six Sigma is a plus).
- Knowledge of automation and AI capabilities in ITSM platforms is an advantage.
- Proficiency in process modelling.
- Strong analytical, problem-solving, and documentation skills.
- Excellent communication and stakeholder management skills.
- Ability to work in cross-functional and global environments.
