Business Analyst - Intermediate

Immediate Opening

Title: Business Analyst

Location: Toronto, ON, Canada (Hybrid)

Job Type: Contract

Job Duration: Approx. 01 Year (Possible longer extensions)

Client: Public Sector Direct Client

Tax Term: W2 or Corp to Corp

NOTE: This position is currently listed as "Onsite"; however, the Assignment under this request will provisionally be Hybrid, working 7.25 hours per calendar day, sometime between 8:00-5:00 PM (excluding lunch breaks) Monday to Friday inclusive, unless otherwise identified. These conditions are subject to change as the OPS reflects on its current situation. During the duration of the assignment, you will be under the discretion of the Hiring Manager's requirements for the Project you are assigned to.

Job Description:

• Oversee, track, and update large complex projects, including the process flows, critical path, business rules, data models, business requirements, performance indicators/business intelligence, etc.
• Provide support to the project team and Ministry partners to complete and manage all required aspects of the project including documentation.
• Work with project team to ensure successful business adoption is achieved for the Public Safety Radio Network (PSRN) project.

Skills:

Experience and Skill Set Requirements:

• Participate in the development of end-to-end Service Management processes in collaboration with internal and external stakeholders.
• Oversee all ITSM Process records submitted to GMCB by the Service Desk, Client Ministries & Suppliers to ensure they are executed per defined process.
• Assign ITSM records to appropriate resource/support areas (Client ********/GMCB/Supplier).
• Manage IT Service Management Tool records assignment (Incident, Service Request, Change, Problem, Tasks, CMDB, etc.).
• Perform and/or verify Configuration Item Records updates.
• Monitor for Service Level breaches.
• Perform Escalations (SL Breaches or Client).
• Understanding of tools used i.e., Remedy, Visio, SharePoint etc.
• Approve draft CRQs submitted by Suppliers and GMCB.
• Participate in Service Management Governance committees.
• Provide Feedback and perform updates on process guide and work instructions Skills/Knowledge.
• Hold good understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc.) and the understanding ITSM Automation.
• Key Performance Indicators (KPI s) and reporting on measures of success.
• Stakeholder engagement and Communications.
• Must be able to articulate messages that can be followed and understood.
• When issues arise, and problems need to be resolved able to handle these without too much guidance.
• 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.
• 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.
• 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.
• Monitor progress resolves problems and reports regularly to the management and clients decision makers.
• Develop performance measures for business analysis evaluation and conduct follow-up Stakeholder management of diverse stakeholders with different interests.
• Demonstrated understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc.).
• Comfortable in meetings with stakeholders and clients.
• Over 3 years working in and around ITIL processes.
• ITIL Foundation V3 certified.
• Experience in capturing and analyzing complex and sometimes competing business requirements or issues to develop a set of recommendations.
• Experience in capturing and translating complex business processes and procedures into technology workflows, features and configurations.
• Excellent verbal and written communication skills, interpersonal and negotiation skills.
• Excellent facilitation skills, Interpersonal and consultative skills.
• Exceptional Stakeholder management skills.
• Demonstrated strong problem-solving and organizational skills, and awareness of emerging technology trends.
• A team player with a track record for meeting deadlines.
• 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.
• Strong experience of working on Public Safety Radio/telecom domain. Experience of large and complex projects with over $1 Billion 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 large number of users (over 30,000), meeting their business requirements, training and communications needs etc.
• ITIL Foundation V3 Certificate.
• 3 years working in a large ITSM environment.
• A good knowledge of MS Office and ITSM applications.
• All roles procured are required to be cleared through the Contractor Security Clearance Process of the OPS.
• Security Clearance process, levels, roles etc. are subject to change without prior notice. Candidates may be required to undergo revised/new process (or levels) any time prior or during the term of the contract.

ITSM Tools and ITIL Knowledge:

• Over 3 years working in and around ITIL processes.
• ITIL Foundation V3 certified.
• Demonstrated understanding of ITSM processes: Incident, Problem, SRF, Change, Release, SACM, Capacity, Demand, Financial, etc.).
• Experience with key Performance Indicators (KPI s) and reporting on measures of success.
• Demonstrated good working knowledge of ITSM tools i.e. Remedy, Visio, SharePoint etc.
• Proficiency in using Remedy tools & reports to extract data, analyzing reports, and sharing findings with various stakeholders.
• Working knowledge of MS Office suite of products.
• 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.
• 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.
• 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.
• Experience of gathering data requirements and writing report specifications.
• Demonstrated experience in bridging the business/IT communication gap to successfully deliver on IT implementations.
• Demonstrated experience in working closely with QA teams to ensure the IT product can meet business needs.
• Experience working on many concurrent priorities.

Communication and Relationship Management:

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

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

• 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.
• 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 large number of users (over 30,000), meeting their business requirements, training and communications needs etc.

Public Sector Experience:

• 3 Years of Experience.

Knowledge Transfer:

• Completed Deliverables details.
• Processes used for Developing deliverables.
• Artifacts collected.
• Project Manager / Team members.

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