Business Analyst- Itil Certified

1 month ago

Toronto, Canada Cleo Consulting Full time

**Assignment: RQ05211 - Business Analyst - Intermediate**

**Start Date: 2023-04-17**

**End Date: 2024-03-29**

**Office Location: 21 College Street, Toronto / 200 First Ave West, North Bay**

**Organization: Justice Technology Services**

**Ministry: Ministry of Solicitor General**

**# Business Days: 248.00 plus Extension # of Days: 248.00**

**Title: Business Analyst
- Intermediate**

**Must Haves**:

- Service management knowledge and experience, have an in-depth understanding of various processes and ITIL
- ** Communication - able to convey complex business analysis tools/ techniques succinctly to a non-technical audience, as well as develop project artefacts/ documentation**:

- ** Analytical Critical thinking skills, experience gathering relevant data and analyze situations**:

- ** Working on large-scale, telecommunication/IT project**:

- ** Experience in IT Service Management Processes/ITIL**:

- ** Experience collaborating with multiple stakeholders including clients and vendors**:

- ** Bonus: Experience in Public Safety Projects**

**Feedback From HM**:

- The questions were shared on the screen via Teams and yet, the individuals in questions did not address the points requested and failed to provide real-work experience examples in relation to the questions being asked.

**Description**
Participate in the development of end to end Service Management processes in collaboration with internal and external stackholder

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.)
**Criteria Ratings**

**ITSM Tools and ITIL Knowledge - 45 points**
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
**Communication and Relationship Management - 40 points**
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 problem-solving and organizational skills, and awareness of emerging technology trends

A team player with a track record for meeting deadlines.
**Telecommunications and radio network experience in a large public sector entity - 15 points**
Knowledge and experience both in a strategic and operational public sector governance models, experience managing complex, multi-unit, multi-stakeholder and multiple levels of public sector executive stakeholder project team, experience with public sector processes and policies, ability and demonstrated experience developing mutually beneficial relationships with public sector entities.

Strong experience of working on Public Safety Radio/telecom domain. Experience of large and complex projects with over $500 Million budget. Demonstrated experience of working with multiple stak

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