Business Analyst (Intermediate) 8472-1612

Dheya; Old Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

An established industry player is seeking an Intermediate Business Analyst to join their dynamic team. This hybrid role involves overseeing complex projects, ensuring successful business adoption, and collaborating with various stakeholders. The ideal candidate will possess strong ITIL knowledge, excellent communication skills, and a proven track record in data analysis and stakeholder management. This opportunity allows you to work in a supportive environment where your contributions will significantly impact public safety initiatives. If you are passionate about driving change and improving processes within the public sector, this role is perfect for you.

Qualifications

• 5+ years experience as a Business Analyst and with ITSM processes.
• Strong communication skills and stakeholder management experience.

Responsibilities

• Oversee and track large complex projects and ensure successful business adoption.
• Participate in development of end-to-end Service Management processes.

Skills

Requirements Gathering

Data Analysis

Stakeholder Management

Business Process Modeling

Communication Skills

Problem Solving

Documentation Skills

ITIL 3 Certification

ITSM

Agile Methodologies

SQL Proficiency

Project Management Skills

Education

Bachelor's Degree

ITIL Certification

Tools

Remedy

Visio

SharePoint

MS Office

Job description

Business Analyst (Intermediate) 8472-1612

Skills Required:

• Requirements Gathering
• Data Analysis
• Stakeholder Management
• Business Process Modeling
• Communication Skills
• Problem Solving
• Documentation Skills
• ITIL 3 Certification
• ITSM
• Agile Methodologies
• SQL Proficiency
• Project Management Skills

HM Note: This hybrid contract role is in office at the manager's discretion. Candidates resume must include first and last name. The role commences April 1, 2025, and candidate can work in Toronto or North Bay, Ontario.

Description:

1. Oversee, track, and update large complex projects, including the process flows, critical path, business rules, data models, business requirements, performance indicators/business intelligence, etc.
2. Provide support to the project team and Ministry partners to complete and manage all required aspects of the project including documentation.
3. Work with project team to ensure successful business adoption is achieved for the Public Safety Radio Network (PSRN) project.
4. Participate in the development of end-to-end Service Management processes in collaboration with internal and external stakeholders.
5. Oversee all ITSM Process records submitted to GMCB by the Service Desk, Client Ministries & Suppliers to ensure they are executed per defined process.
6. Assign ITSM records to appropriate resource/support areas (Client Ministry/GMCB/Supplier).
7. Perform and/or verify Configuration Item Records updates.
8. Monitor for Service Level breaches.
9. Perform Escalations (SL Breaches or Client).
10. Understanding of tools used i.e. Remedy, Visio, SharePoint, etc.
11. Approve draft CRQs submitted by Suppliers and GMCB.
12. Participate in Service Management Governance committees.
13. Provide Feedback and perform updates on process guide and work instructions Skills/Knowledge.
14. Hold good understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc.) and the understanding of ITSM Automation.
15. Key Performance Indicators (KPI’s) and reporting on measures of success.
16. Stakeholder engagement and Communications.
17. Must be able to articulate messages that can be followed and understood.
18. When issues arise, and problems need to be resolved, able to handle these without too much guidance.
19. As and when needed, conduct business analysis and business modeling; use case modeling; conceptual and logical data modeling; process and data flow modeling; use case surveys; business rules definition and non-functional requirements definitions for assigned projects.
20. Provide progress and other reports at various audience levels; including regular input and updates to the Project Managers, project Sponsors, Executive Sponsors, and Agency or Partner levels.
21. Lead and conduct business analysis at varying levels of detail, appropriate to the project and phases of project, aligning with OPS Unified Project Management Methodology, Enterprise Architecture and Gating Process, and OPS Standard Systems Development Methodologies.
22. Monitor progress resolves problems and reports regularly to the management and clients’ decision makers.
23. Develop performance measures for business analysis evaluation and conduct follow-up Stakeholder management of diverse stakeholders with different interests.
24. Demonstrated understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc.
25. Comfortable in meetings with stakeholders and clients.
26. Over 3 years working in and around ITIL processes.
27. Experience in capturing and analyzing complex and sometimes competing business requirements or issues to develop a set of recommendations.
28. Experience in capturing and translating complex business processes and procedures into technology workflows, features and configurations.
29. Excellent verbal and written communication skills, interpersonal and negotiation skills.
30. Excellent facilitation skills, Interpersonal and consultative skills.
31. Exceptional Stakeholder management skills.
32. Demonstrated strong problem-solving and organizational skills, and awareness of emerging technology trends.
33. A team player with a track record for meeting deadlines.
34. Knowledge and experience both in a strategic and operational public sector governance models, experience managing complex, multi-unit, multi-stakeholder and multiple levels of public sector executive stakeholder project team, experience with public sector processes and policies, ability and demonstrated experience developing mutually beneficial relationships with public sector entities.
35. Strong experience of working on Public Safety Radio/telecom domain. Experience of large and complex projects with over $1 Billion budget.
36. Demonstrated experience of working with multiple stakeholders in a broader public sector (BPS) environment.
37. Experience of projects involving network design, civil structures, user equipment distribution and operations.
38. Experience with projects involving a large number of users (over 30,000), meeting their business requirements, training and communications needs, etc.
39. 3 years working in a large ITSM environment.
40. A good knowledge of MS Office and ITSM applications.

Criteria Ratings MUST TOTAL 100

ITSM Tools and ITIL Knowledge: 45 points

1. Over 3 years working in and around ITIL processes.
2. Demonstrated understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc.
3. Experience with key Performance Indicators (KPI’s) and reporting on measures of success.
4. Demonstrated good working knowledge of ITSM tools i.e. Remedy, Visio, SharePoint, etc.
5. Proficiency in using Remedy tools & reports to extract data, analyzing reports, and sharing findings with various stakeholders.
6. Working knowledge of MS Office suite of products.
7. Experience monitoring ITSM Records (Incident, Change, Service Quest, CMDB) and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
8. Experience in understanding and accurately translating business problems into technology requirements documents that support technology solution development using a wide range of tools and techniques.
9. Demonstrated experience delivering a wide range of documentation both business and technology focused, including issues detailing, requirement documentation, use case documentation, business workflow, IT process flow.
10. Experience of gathering data requirements and writing report specifications.
11. Demonstrated experience in bridging the business/IT communication gap to successfully deliver on IT implementations.
12. Demonstrated experience in working closely with QA teams to ensure the IT product can meet business needs.
13. Experience working on many concurrent priorities.

Communication and Relationship Management: 40 points

1. Demonstrated experience communicating with clients and vendors.
2. Ability to easily deal with issues and conflicts.
3. Experience leading meetings with stakeholders and clients.
4. Experience in capturing and analyzing complex and sometimes competing business requirements or issues to develop a set of recommendations.
5. Experience in capturing and translating complex business processes and procedures into technology workflows, features and configurations.
6. Excellent verbal and written communication skills, interpersonal and negotiation skills.
7. Excellent facilitation skills, Interpersonal and consultative skills.
8. Exceptional Stakeholder management skills.
9. Demonstrated strong problem-solving and organizational skills, and awareness of emerging technology trends.
10. A team player with a track record for meeting deadlines.

Telecommunications and radio network experience in a large public sector entity: 10 points

1. Knowledge and experience both in a strategic and operational public sector governance models, experience managing complex, multi-unit, multi-stakeholder and multiple levels of public sector executive stakeholder project team, experience with public sector processes and policies, ability and demonstrated experience developing mutually beneficial relationships with public sector entities.
2. Strong experience of working on Public Safety Radio/telecom domain. Experience of large and complex projects with over $500 Million budget. Demonstrated experience of working with multiple stakeholders in a broader public sector (BPS) environment. Experience of projects involving network design, civil structures, user equipment distribution and operations. Experience with projects involving a large number of users (over 30,000), meeting their business requirements, training and communications needs, etc.

Public Sector Experience: 5 points

1. 3 Years of Experience.

Knowledge Transfer

Processes used for Developing deliverables.

1:1 meetings / team meetings / documentation on SharePoint site, throughout the duration of the project life cycle, etc.

Must haves:

• 5+ years experience with ITSM
• ITIL version 3 or higher Certification
• 5+ years experience as a Business Analyst
• 5+ years experience with the development of IT Service Management process