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Business Analyst

3 months ago

Toronto, Canada Tri-global Full time

**OPERATIONS BUSINESS ANALYST**

**Requisition #**:R24-3021 (RQ07270)

**Location**:Hybrid (Toronto, ON - 3 days onsite/2 days remote per week)

**Engagement Type**:Contract

**Number of Resources required**: 1

**Term**:2024-04-15 to 2025-03-31 with two 3 month extensions available

**Rate (Per Day)**:Up to $466 per diem / Commensurate with related experience and market competitiveness

**Hours per day**:7.25

**Security Screening**: Standard (Criminal Record Check)

**Submit to Tri-global**: April 1, 2024 (on or before 2:00 PM Eastern Time)

**Closing Date**:April 2, 2024 (8:00 AM Eastern Time)
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- Tri-global Solutions Group Inc. is seeking one (1) Operations Business Analyst to join our talented Service Delivery team at Ministry of Public and Business Service Delivery (Ontario Public Service).

Please review the project overview, description of services, and requirements below. If you meet the requirements and are interested in submitting for this role, please reply to this job posting.

If you know other consultants who may be interested in this opportunity kindly share this job posting.

Thank you.

Tri-global Solutions Group Inc.
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- **PROJECT OVERVIEW**

The Government Services Integration Cluster / Shared Utility Service (SUS) is responsible for IT project management, delivery and implementation of technologies in support of Service Ontario, partner ministry projects and other cluster clients.

To meet the demands of a growing client base, Tri-global seeks a contractor to support the operational and service management activities within SUS.

**DESCRIPTION OF SERVICES**

Skills for this position include but not limited to:
Operational Support - Queue Management
- Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets

Operational Support - Incident and Service Request Management
- Review submitted incident tickets to ensure completeness of information
- Provide basic triage and assign to Tier 3 specialists as required
- Monitor tickets to ensure compliance with service level targets
- Provide support in closing/resolving tickets where required
- Provide reports on current status of assigned tickets
- Provide historical reports on volume, performance, trends, etc.

Operational Support - Service Request Fulfillment
- Complete standard service requests in support of SUS clients such as:

- Password administration
- Account administration (add/delete/modify)
- Access to tools such as monitoring, automated deployment, log analysis, etc.

Operational Support - Change Management
- Review assessment tasks on new CRQs to ensure compliance with SUS standards
- Assign tasks to support specialists as required
- Monitor tasks to ensure alignment with CRQ deadlines and change management processes
- Provide support in closing tasks where required
- Provide reports on current status of assigned tasks
- Provide reports on scheduled CRQs impacting SUS
- Provide historical reports on volume, performance, trends, etc

**MUST HAVE / MANDATORY SKILLS**

2+ years experience in ITIL Service Management:

- Incident - Basic triage and assessment with assignment to Tier three
- Queue management - Assignment of tickets
- Change management - Creation and management of Change Requests
- Configuration management - Management of component inventory

2+ years experience in Operational Support:

- Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
- Experience with enterprise Data Analysis / visualization tools like Power BI

**EXPERIENCE / SKILL SET AND EVALUATION CRITERIA**

General Project Coordination and Communication - 30%
- Experience with coordinating and leading initiatives with both technical and business stakeholders
- Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
- Excellent analytical and problem-solving abilities
- Experience with planning and implementation of changes
- Experience with developing project scope documents and project plans
- Experience creating and maintaining documentation for operational procedures
- Experience with using Microsoft Office and other tools to automate processes, analyze data and create reports or data visualization

Service Management - 30%
- Experience with ITIL best practices for IT Service Management including:

- Change Management
- Incident Management
- Problem Management
- Configuration Management
- Experience with Remedy/eSMT or other service management tools in an IT support environment
- 2+ years of hands-on experience managing incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs
- Experience with reviewing data and producing analyses, reports, and data visualizations

Middl