Job Description

Assignment: RQ00176 - Business Analyst - Senior

Requisition: RQ00176

Job Title: Business Analyst - Senior

Client: Metrolinx

Start Date: 2026-02-16

End Date: 2026-08-14

Department: Operations

Office Location: 277 Front Street, Country

Business Days: 130.00

Location: 3 days onsite/2 days onsite (subject to change)

Public Sector Experience: Not required

Must Haves:

• 8+ years experience:
• Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
• Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
• Hands-on experience with ServiceNow or similar ITSM platforms
• Solid knowledge of ITIL / ITSM change management processes
• Strong analytical, documentation, and reporting skills
• Excellent communication and stakeholder management abilities

Description

• The Infrastructure Business Analyst (IBA) supports internal IT infrastructure projects and initiatives by bridging business needs with technical delivery. This role is responsible for gathering and evaluating business requirements, coordinating change activities, maintaining accurate records and reports, and ensuring governance through ITSM processes. The IBA works closely with infrastructure, operations, security, and service management teams to manage risks, communicate changes, and support successful delivery of infrastructure initiatives.

Key Responsibilities

• Business Analysis & Requirements Management
  • Elicit, analyze, document, and validate business and technical requirements for infrastructure-related projects and initiatives
  • Translate business needs into clear functional and non-functional requirements for infrastructure teams
  • Support solution design discussions by providing business context and impact analysis
• Project & Initiative Support
  • Support planning, tracking, and execution of internal infrastructure projects and initiatives
  • Assist project managers and technical leads with scope definition, milestones, dependencies, and deliverables
  • Identify and track issues, risks, assumptions, and dependencies; escalate where required
  • Track financials and project spend
• Change & ITSM Management
  • Create, update, and submit ITSM requests and change records in ServiceNow
  • Ensure all changes follow established change management and governance processes
  • Attend Change Advisory Board (CAB) meetings to present, clarify, and seek approval for infrastructure changes
  • Coordinate pre- and post-change activities, including stakeholder communications and validations
• Reporting & Documentation
  • Create and maintain reports, dashboards, and status updates for stakeholders and leadership
  • Maintain accurate project documentation, records, and audit artifacts
  • Track KPIs, SLAs, change success rates, and operational metrics as required
  • Communication & Stakeholder Management
  • Act as a central point of coordination between infrastructure teams, service management, and business stakeholders
  • Communicate planned changes, incidents, risks, and impacts clearly and proactively
  • Support incident, problem, and post-implementation review activities when required
• Risk & Compliance
  • Identify operational, technical, and business risks associated with infrastructure changes
  • Ensure compliance with internal policies, security standards, and regulatory requirements
  • Support audits and governance reviews by providing documentation and evidence

Required Skills & Qualifications

• Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
• Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
• Hands-on experience with ServiceNow or similar ITSM platforms
• Solid knowledge of ITIL / ITSM change management processes
• Strong analytical, documentation, and reporting skills
• Excellent communication and stakeholder management abilities

Desired skills

• ITIL Foundation or higher certification
• Experience working in enterprise or regulated environments
• Familiarity with Agile, Waterfall, or hybrid delivery models
• Experience supporting CABs, audits, or operational governance forums

Key Competencies

• Attention to detail and strong organizational skills
• Ability to manage multiple initiatives and priorities
• Proactive problem-solving and risk identification
• Ability to translate technical information into business-friendly language
• Collaborative, adaptable, and results-oriented
• Nice to have Skills : Sharepoint knowledge, Power BI knowledge , Dashboard updates, Service now, ITSM process , Reporting.etc

Deliverables

• Infrastructure Life cycle management
• Tracking and reporting of currency upgrades
• Dashboard reporting
• Project coordination

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