Service Design & Transition Analyst (Senior Professional) - Only W2

Role: Service Design & Transition Analyst (Senior Professional)



Reporting to: Service Design & Transition Manager
Location: CA (Hybrid)

Job Type: W2 Contract

Role description:

• The Service Design and Transition Analyst plays a key role in ensuring new or changed IT services are well-designed, governed, and transitioned into live operations effectively, following ITIL best practices. The role focuses on driving service readiness, minimizing risks during deployment, and ensuring a smooth operational handover.
• This position supports the lifecycle stages of Service Design and Service Transition , ensuring services meet agreed business and operational requirements before going live.

Main Duties:

Service Design

Collaborate with stakeholders to define and document end-to-end service designs that include service model, performance metrics, SLAs, support model, security, and continuity.

Produce and manage Service Design Packages (SDPs) that incorporate all elements of service delivery and support.

Ensure alignment of service design to enterprise architecture, information security, and capacity planning.

Validate service designs against non-functional requirements (NFRs) , including availability, reliability, and scalability.

Define and document service dependencies, SLAs, and OLAs.

Service Transition

Lead or support the service transition process for new or changed services.

Plan and coordinate transition activities, including Service Readiness, training, knowledge transfer, and documentation handover.

Lead Service Readiness Boards (SRBs) to ensure operational teams are prepared to accept new or changed services.

Facilitate Early Life Support (ELS) and ensure clear criteria for service acceptance and exit from transition.

Conduct impact assessments and risk evaluations for service introduction.

Maintain alignment with Change Enablement and Service Operational processes to support controlled deployment.

Service Validation & Testing

Support or coordinate Service Validation activities to verify services meet business needs.

Ensure operational acceptance testing (OAT) criteria are defined and validated.

Work closely with test leads to ensure testing aligns with service design and SLA expectations.

Configuration and Knowledge Management

Collaborate with ServiceNow/ITAM Team to ensure service components are accurately captured.

Ensure operational documentation, FAQs, and support playbooks are created, validated, and stored in the knowledge base.

Facilitate effective knowledge transfer from project teams to support and Service operations.

Stakeholder Engagement

Act as a liaison between project delivery, Technology, and business stakeholders.

Coordinate and facilitate workshops to define service design packages, ownership, and governance.

Ensure the service/product owner and operations including the Service Desk teams are engaged early in the design process.

Required Skills & Experience:

Essential:

• 4+ years of experience in ITSM or IT Operations, with a strong focus on Service Design and Transition.

• Good understanding of ITIL v3/V4 framework and practices, especially:

o Service Design

o Service Transition

o Service Validation & Testing

o Change Enablement

• Experience managing or supporting transitions of enterprise-level IT services.

• Strong experience with ITSM tools (e.g., ServiceNow).

• Ability to develop high-quality service documentation (SLAs, SDPs, support models).

• Excellent communication and stakeholder management skills.

• Good communicator, able to work with global teams

• A continual improvement mindset and high levels of customer focus.

• Experience of working with internal and external partners to drive service excellence.

• Able to identify risks and challenges and to mitigate appropriately

• Adaptable to change in an evolving environment

• Background in Financial Services an advantage.