Business Analyst, Organizational Processes

The SBA brings a collaborative, facilitative, and change-informed approach to understanding operational impacts and supporting transition planning. The SBA role is instrumental in overcoming resistance to change through clarifying workflows in ways that support smoother adoption and long-term sustainability. **Organizational Status** This role reports to the Executive Director, Strategy and Planning and is an active member of the program’s Transformation Team. Works closely with other key program roles, including Program Manager, Stream (portfolio) Leads, Engagement Specialist, Project Manager, as well as a broad range of stakeholders, including Department Heads, School Directors, Senior Administrators, as well as a broad range of management and staff from administrative and academic units, UBC IT and external entities, including vendors. **Work Performed** Future-state service model & process design* Develops an understanding of the functions and procedures of each workstream within each unit and at the Faculty-level.* Leads the translation of unit-specific contexts to Faculty-wide coherence.* Leads the design of future-state workflows, service pathways, SOPs, decision points and hand-off structures across service streams.* Works with Stream Leads and subject matter experts to define service scope, role clarity and escalation or exception pathways.* Facilitates co-design sessions to transition diverse unit-level practices into coherent shared standards.* Proposes new solutions, strategies and approaches for achieving desired end state outcomes.* Ensures process designs reflect both operational effectiveness and the lived experience of key stakeholders (e.g., faculty and staff members).* Produces structured workflow documentation and service blueprints that clearly articulate how shared services will function in practice.* Collaborates with the ServiceNow Business Analyst to ensure process documentation is sufficiently clear to support accurate system configuration. The SBA does not translate business requirements into system configuration requirements; this work is led by the ServiceNow Business Analyst.* Confirms that business process and service model decisions lead system enablement, not the reverse.* Cultivates strategic working relationships with the APSC Executive Team and key internal stakeholders to enable large-scale organizational change.* Leads and contributes to cross-functional conversations that streamline work, strengthen collaboration and align processes and priorities across units, the Faculty and the broader UBC system.* Acts as a strategic partner to Stream Leads, evaluating impacts, dependencies, trade-offs and sequencing considerations.* Prepares clear briefing notes and recommendations to support leadership decision-making.* Partners closely with the Program Manager, Stream* Proactively identifies potential friction points or operational risks. Develops approaches and tactics for informed change and transition planning.* Understands and documents gaps, concerns and risks, and works with Program Manager and Stream Leads to resolve issues that impact the ability to stand up APSC Shared Services.* Works with subject matter experts to identify role changes, workflow shifts, skills and behaviour change requirements for future state operations.* Advise on training needs grounded in process and role clarity.* Designs and develops necessary support structures for the post “go-live” hypercare phase to sustain the change in consultation with Stream Leads and Program Manager. **Consequence of Error/Judgement** Decisions and actions taken by the Senior Business Analyst, Organizational Processes, will have a direct impact on how efficiently and effectively the shared service stream, governance systems and processes will perform and function. Errors in judgment, poor analysis, or failure to act decisively could have a detrimental effect and adversely impact the university community, affecting up to tens of thousands of students, faculty and staff, and could result in lost productivity, funding and revenue. **Supervision Received** Reports to the Executive Director, Strategy and Planning, Faculty of Applied Science and will coordinate work with the designated Program Transformation Lead (the Sr. Manager Strategic Initiatives & Planning). The incumbent is expected to integrate feedback and input from other taskforce and program team members and stakeholders.Must be able to work independently as well as contribute actively and collaborate openly as a team member. Works within general policies and an administrative framework. Work is reviewed in terms of the achievement of specific objectives. **Supervision Given** Works closely and provides expertise to the Senior Leadership team and Service Stream leads. Makes recommendations to support the work of program team members, such as project coordinators and communication coordinators, and other staff assigned to operational projects. **Minimum Qualifications** Undergraduate degree in a relevant discipline. Minimum of five years of related experience, or the equivalent combination of education and experience. - Willingness to respect diverse perspectives, including perspectives in conflict with one’s own* Advanced ability to map, analyze and redesign business processes.* Ability to translate complex workflows into clear, structured documentation.* Strong facilitation and collaboration skills across diverse stakeholders.* Change-aware mindset, with understanding of how process change impacts people and culture.* Clear, grounded communicator able to simplify complexity and support shared understanding.* Comfortable working in evolving environments with shifting priorities and able to manage responsibilities and tasks to meet time-sensitive, critical deadlines.* Effective leadership, consulting, consensus building, conflict resolution, negotiation and team-building skills are an asset.* Develops and maintains a productive working relationship with project sponsors, vendors and key clients.
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