Business Analyst - Toronto, Canada - Computer Consultants International Inc.

Computer Consultants International Inc.

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 Ministry/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.
Comfortable in meetings with stakeholders and clients.
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 nonfunctional 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 followup Stakeholder management of diverse stakeholders with different interests.
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
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 problemsolving 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 m