Job Description

Senior Business Analyst – Service Delivery Dashboard

Application Deadline: 24 June 2026
Location: Belgium (Hybrid – multi-site: Hasselt, Antwerp, Willebroek, Ghent, and others as required)
Start Date: 17 August 2026
Contract Duration: Project-based assignment (management reporting rollout 2026–2027)

About the Role

We are seeking an experienced Senior Business Analyst to support the development of a data-driven service delivery dashboard within a strategic transformation programme focused on inland waterway services.

This role is part of a broader initiative to enhance transparency, performance reporting, and customer-centric service delivery for the inland navigation sector. You will play a key role in translating stakeholder needs into measurable service indicators, supporting management reporting, and contributing to the design of a scalable service performance dashboard.

The initiative aims to improve decision-making, strengthen stakeholder communication, and enable continuous improvement through structured performance insights.

Key Responsibilities

• Lead business analysis activities for service performance reporting and dashboard development.
• Translate strategic objectives into measurable KPIs and service indicators.
• Facilitate workshops and discussions with management teams and sector stakeholders.
• Support the design and implementation of customer-centric service development initiatives.
• Define and improve management reporting structures and performance dashboards.
• Analyse and optimise business processes (BPM) related to service delivery.
• Support the development of customer journey mapping and service design improvements.
• Collaborate with project teams to ensure alignment between business needs and technical implementation.
• Gather, document, and validate business requirements for reporting and analytics solutions.
• Ensure stakeholder alignment across multiple internal and external parties.
• Contribute to project planning, budgeting, and delivery coordination for initiatives ranging between €25K and €250K.
• Support the integration of reporting outputs into long-term management reporting frameworks.

Required Skills & Experience

Essential Requirements

• Minimum 8 years of experience in technical or comparable environments.
• Minimum 5 years of experience in business operations applied to ICT environments.
• Proven experience working with and advising management teams.
• Strong experience in customer-focused service development.
• Experience designing and implementing management reporting systems.
• Strong background in business process management (BPM) and process optimisation.
• Experience in public service improvement, preferably within utilities or similar sectors.
• Strong experience in stakeholder management and communication.
• Experience leading and supporting projects with budgets between €25K and €250K.
• Familiarity with project management methodologies (e.g. PRINCE2 or equivalent).
• Willingness to travel and work across multiple sites in Belgium.
• Fluent Dutch (CEFR C2 level) is mandatory.

Preferred Skills

• Knowledge of inland navigation or waterway sector operations.
• Experience with customer journey mapping.
• Experience working within Flemish government agencies or public sector organisations.
• Strong understanding of project management disciplines (scope, cost, time, risk, issue management).
• Knowledge of legal frameworks related to data and information exchange.
• Strong communication and client-oriented mindset.

Soft Skills

• Strong analytical and strategic thinking capabilities.
• Excellent facilitation and stakeholder engagement skills.
• Ability to translate complex operational data into actionable insights.
• Structured, solution-oriented, and results-driven approach.
• Strong collaboration skills in multi-stakeholder environments.
• Ability to work independently while managing competing priorities.

What You'll Do

• Shape the future of data-driven service delivery for inland waterways.
• Contribute to the design of a national-level service performance dashboard.
• Enable better transparency, reporting, and decision-making across the sector.
• Support long-term transformation toward customer-centric public services.

Apply before 24 June 2026.