Business Analyst - SeniorCleo Consulting • ON, Canada

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Business Analyst - Senior

Cleo Consulting • ON, Canada

30+ days ago

Job type

Full-time

Quick Apply

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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Business Analyst Senior • ON, Canada

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