ITSM Business Analyst Rotterdam • Refresco Benelux

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Do you enjoy turning business needs into practical IT service solutions? Are you motivated by optimizing processes and helping teams work more efficiently? Do you like being the bridge between people, processes, and technology? If this sounds like you, we would love to hear from you!

We are expanding our IT team and are excited to welcome an IT professional to our talented and committed team in Rotterdam.

We are looking for a Business Analyst to join our Infrastructure and Networking team. In this role, you will support colleagues across Europe in shaping requirements for our IT Service Management (ITSM) application. You will act as the link between business needs and technical solutions, ensuring our IT processes run smoothly and continue to improve. This position offers you the opportunity to deepen your knowledge of IT service management while contributing to meaningful process improvements that support the entire organization.

ITSM Business Analyst

Your key responsibilities are:

• Collaborate with stakeholders to gather, analyze, and document business requirements for IT service management processes and tools
• Support colleagues in defining workflows, reporting needs,and process improvements
• Translate business requirements into comprehensive specifications for the ITSM application team, external partners, or, where appropriate, perform configuration independently
• Facilitate workshops and meetings to align business needs with IT capabilities
• Document processes, guides, and FAQs to improve user adoption and self-service
• Contribute to ITSM-related projects, upgrades, and continuous service improvements

About you:

We are looking for an enthusiastic and pragmatic professional who enjoys working with people and processes.Ideally, you bring:

• You have an educational background in IT, business analysis, or a related field
• At least one year of working experience with ITSM processes or tools (preference 4me/Xurrent)
• Understanding of ITIL concepts (Incident, Change, Problem, Request)
• Strong communication and facilitation skills – you enjoy working with colleagues and building understanding across teams
• Interest in data, reporting, and process improvement
• A proactive attitude, willingness to learn, and a positive personality — you like contributing to a supportive team spirit!

What we offer

• A competitive reward package, including bonus eligibility.
• A collaborative, international, and commercial environment where you can make a meaningful impact.
• Opportunities for continuous professional development and growth.
• A dynamic team culture that values integrity, efficiency, and open communication.

We are the creator of drinks. We take great pride in creating world-class beverages, partnering with top retailers and brands across Europe, North America, and Australia to produce drinks that you love every day.

Do you want to see your drinks on every table? Do you want to join our exciting journey?

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Recruitment process

Are you interested in this open position, feel free to send your application!

In case of any questions with regards to the position, you may reach out to Yasimin Harput (Corporate Recruiter Group/HQ)

Phone: 010 440 5100
E-mail: via de button "Solliciteer nu" op deze pagina.

Additionally: we have great pleasure in getting in touch with potential new employees directly. For this reason we are fully managing the search for this role in-house and will not be needing any external assistance (agencies e.g.).

Important to know: We are currently unable to offer visa sponsorship or relocation support for this position. Candidates must have the right to work in The Netherlands and be based locally or able to relocate independently.

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