Senior Business Analyst

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

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Job Summary

JOB SUMMARY:
Queen’s University has launched the Queen’s Renew Program; a multi-year initiative aimed at ensuring the university’s professional services are operating effectively to support delivery of our academic and research mission.

The Senior Business Analyst (BA) reports to the Director, Operational Improvement to ensure successful delivery of finance projects that integrate business processes and technology. The incumbent serves as a subject matter expert and key liaison, providing leadership, communication, and training to support effective integration and quality outcomes. The BA monitors project milestones, timelines, and operational goals, ensuring deliverables meet requirements through ongoing quality assessments. Success in this position requires strong collaboration with project leadership, IT teams, and Queen’s community partners, fostering relationships that drive results and uphold project standards.

The Senior Business Analyst will initially focus on the implementation of a service management tool designed to streamline service delivery and enhance operational efficiency. This platform encompasses capabilities such as incident and problem management, service request handling, a knowledge base and self-service portal.

Current Employees of Queen's: General staff holding continuing appointments and interested in being considered for this position are eligible through the Temporary, Term or Contract Policy.

Job Description

KEY RESPONSIBILITIES:
Business Analysis
• Gather and analyze business needs by documenting requirements and understanding how IT systems and tools connect across processes, including leading those efforts for the implementation to ensure alignment with business objectives.
• Use structured analysis tools such as process, data, and workflow models to document requirements and organize information into clear, actionable deliverables.
• Collaborate with ITS, third-party vendors, and business participants to design and validate service management processes including service requests and knowledge management.
• Design and execute testing plans, including test scripts and scenarios, to confirm that solutions meet requirements and deliver expected outcomes.
• Build strong relationships with business leaders, community partners, and end-users while supporting process improvements, communication, and training for system updates.
• Support configuration and testing functionalities to ensure alignment with requirements and operational efficiency goals.
• Develop training materials, user guides, and assist in change management efforts to promote adoption and effective use of Freshservice across the organization.
• Provide ongoing business analyst support to ensure continuous improvement post-implementation.

Project Management
• Oversee project delivery by monitoring progress, managing risks, and maintaining documentation to ensure timelines, milestones, and budgets are met.
• Coordinate and collaborate with business and community partners, and end-users to support planning, change management, and informed decision-making.

Team culture
• Respect diversity and promote a culture of inclusion to create a supportive and welcoming work environment.
• Collaborate effectively across departments and vendors to foster a cooperative and productive working environment.
• Support knowledge sharing, open communication and continuous learning.
• Demonstrate flexibility and a proactive approach to evolving project and program needs.
• Support other activities as assigned.

REQUIRED QUALIFICATIONS:
• University degree combined with strong knowledge of business analysis practices, including gathering and documenting requirements, analyzing processes, and recommending solutions to support organizational goals.
• Previous experience managing projects to support organizational change – project management certification and knowledge of both agile and waterfall system development methodologies is an asset.
• Experience in a central shared services function (for example Human Resources, Finance or Information Technology) is an asset. Experience with implementing software in a Finance environment and familiarity with Queen’s University Finance policies and procedures is preferred.
• Ability to work on campus at 1-2 days a week to meet with community partners and the Finance team is preferred. Hybrid work is supported.
• Satisfactory criminal record check is required.
• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:
• Commitment to promoting equity, diversity and inclusion in all workplace interactions and practices.
• Strong verbal and written communication skills to work effectively with both technical and non-technical audiences. This includes excellent listening and interpersonal skills and the ability to produce clear written documents accessible to all audiences.
• Ability to establish and build effective working relationships and partnerships with key project team members and community partners.
• Highly organized and adaptable, able to manage competing priorities and work self-sufficiently with sound judgment.

DECISION MAKING:
• Plan, implement, and evaluate project goals, developing action plans and recommending improvements to functionality and schedule to achieve strategic goals.
• Analyze complex business requirements and present data in ways that support informed decision-making by senior leadership and project teams.
• Assess impacts of changes on operations and users, choosing strategies for process design, documentation, and testing to ensure complete and effective solutions.
• Decide on content of technical requirements and testing strategies to ensure complete solutions.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities.