Business Systems Analyst – Infrastructure Operations

Cognizant; Toronto, Ottawa; Hybrid; CAD 90,000 - 110,000; Full time

Job summary

Cognizant in Toronto is seeking a Business Systems Analyst – Infrastructure Operations to turn operational data into decisions that improve performance and service reliability for a major financial services client.

The role is hybrid, requiring about one day per week on site. You should bring 8+ years of BA/BS IT experience, strong Service Desk knowledge, and the ability to work with stakeholders, operations teams and cross-functional partners.

Qualifications

• 8+ years of experience as a Business Analyst or Business Systems Analyst in enterprise IT environments.
• Strong working knowledge of Service Desk and IT Operations processes, including incident, problem and change management.
• Hands-on experience supporting Digital Workplace (DWP) services.
• Demonstrated ability in data and trend analysis, operational reporting, dashboards and KPI definition.
• Excellent documentation, stakeholder management and communication skills.
• Proven ability to work independently in a hybrid, client-facing environment.

Responsibilities

• Analyze infrastructure performance data and operational metrics to identify trends, patterns and anomalies that inform capacity planning and service optimization.
• Translate analysis into targeted recommendations that improve system reliability, reduce incident volume and optimize resource utilization.
• Create and maintain systems and technology documentation covering configurations, dependencies, standards and operating procedures, with disciplined version control.
• Partner with business stakeholders to translate requirements into clear infrastructure specifications and operational workflows.
• Map current infrastructure capability against target business outcomes, highlighting risks, constraints and trade-offs to support informed decision making.
• Work with cross-functional technology teams to assess the infrastructure impact of proposed changes and projects.
• Monitor daily operations through metrics dashboards and reporting routines, identifying service degradation early and driving remediation.
• Contribute to the design and refinement of KPIs and metric frameworks that reflect infrastructure health and service quality.
• Standardize documentation of incident analysis, root causes and corrective actions to reduce recurrence and strengthen knowledge retention.
• Present complex infrastructure findings in clear, business-focused language to support prioritization and investment decisions.

Skills

Business Analyst

Service Desk

Job description

About the group:

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Role:

Business Systems Analyst – Infrastructure Operations

Location:

Toronto-ON Hybrid

Mandatory skills:

Business Analyst, Service Desk

About the role:

As a Business Systems Analyst – Infrastructure Operations, you will make an impact by turning operational data into decisions that improve infrastructure performance and service reliability for a major financial services client. You will be a valued member of the delivery team and will work closely with business stakeholders, service desk and operations teams, and cross-functional technology partners to strengthen how the environment runs day to day.

In this role, you will:

• Analyze infrastructure performance data and operational metrics to identify trends, patterns and anomalies that inform capacity planning and service optimization.
• Translate analysis into targeted recommendations that improve system reliability, reduce incident volume and optimize resource utilization.
• Create and maintain systems and technology documentation covering configurations, dependencies, standards and operating procedures, with disciplined version control.
• Partner with business stakeholders to translate requirements into clear infrastructure specifications and operational workflows.
• Map current infrastructure capability against target business outcomes, highlighting risks, constraints and trade-offs to support informed decision making.
• Work with cross-functional technology teams to assess the infrastructure impact of proposed changes and projects.
• Monitor daily operations through metrics dashboards and reporting routines, identifying service degradation early and driving remediation.
• Contribute to the design and refinement of KPIs and metric frameworks that reflect infrastructure health and service quality.
• Standardize documentation of incident analysis, root causes and corrective actions to reduce recurrence and strengthen knowledge retention.
• Present complex infrastructure findings in clear, business-focused language to support prioritization and investment decisions.

Work model (Hybrid)

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various well-being programs. Based on this role's business requirements, this is a Hybrid position located in Toronto, Ontario, Canada, requiring approximately one day per week in the client office. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.

What you need to have to be considered:

• 8+ years of experience as a Business Analyst or Business Systems Analyst in enterprise IT environments.
• Strong working knowledge of Service Desk and IT Operations processes, including incident, problem and change management.
• Hands-on experience supporting Digital Workplace (DWP) services.
• Demonstrated ability in data and trend analysis, operational reporting, dashboards and KPI definition.
• Excellent documentation, stakeholder management and communication skills.
• Proven ability to work independently in a hybrid, client-facing environment.

These will help you stand out:

• ITIL Foundation certification.
• An infrastructure or cloud operations certification such as AWS SysOps or equivalent.
• Banking or Financial Services industry experience.
• Experience in large-scale managed services or infrastructure transformation programs.

Compensation:

We are offering between $90,000 – $110,000. Applications will be accepted until Sep 18, 2026.Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*