logo

View all jobs

Business Analyst

Ottawa
Requirement: Assess current quality and availability of ITSM support documentation (i.e. applying standard for Operating Procedures/Work-detail instructions) Update/create required support documentation for each service line in advance of onboarding, ensuring alignment to standard processes and ITSM training packages. ITSM processes include, but are not limited to, Incident Management, Change Management, Request fulfilment, CMDB, etc. Integrate key SOP instructions into knowledge base Tasks: Apply a structured methodology to assess Service Line’s documented ITSM processes and lead efforts to update them to support the use of a new ITSM tool; Generate a workplan to update documentation, applying common templates (also to be defined); Support management of change efforts by providing the Organizational Change Management (OCM) lead information about level of effort for each service line; Coordinate service line Subject Matter Experts (SMEs) to develop, organize, write and update procedure manuals, technical specifications, and process documentation; Research, outline, write, and edit new and existing content, working closely with Subject Matter Experts (SMEs) and service lines to understand requirements; Report on progress using metrics and monitor change progress; Support training efforts by identifying important processes and integrating them in the training plan; and Provide advice on how to improve documentation practices in the Service Line through standard templates, review timelines, etc. Possible integration of service line process steps in the ITSM tool Knowledge Base.   Additional activities and responsibilities may include: Complete ad hoc documentation assessments; Identify, analyze and prepare workplans; Identify, analyze and prepare risk mitigations; Identify and manage anticipated resistance; Consult and coach operational teams, managers and supervisors on best documentation practices; Create and lead Service lines with actionable deliverables; Support and engage managers in the service lines; Coordinate efforts with Process Area Owners (especially Knowledge Management) and other stakeholders to ensure consistency across the enterprise; Ensure documentation update timelines are integrated into ITSM project plans; Evaluate and ensure ITSM user readiness; and Track and report issues;   Skills and Qualifications Knowledge of ITIL Ability to assess and build a solid understanding of how people work with the new ITSM tool Experience and knowledge operating procedure documentation principles, methodologies and tools Exceptional communication skills, both written and verbal Ability to clearly articulate messages to a variety of audiences Ability to establish and maintain strong relationships Ability to influence others and move toward a common vision or goal Flexible and adaptable; able to work in ambiguous situations Resilient and tenacious with a propensity to persevere Forward looking with a holistic approach Organized with a natural inclination for planning strategy and tactics Problem solving and root cause identification skills Must be a team player and able to work collaboratively with and through others Advanced business acumen and understanding of organizational issues and challenges Familiarity with project management approaches, tools and phases of the project lifecycle Experience with large-scale organizational change efforts Knowledge of BMC Remedy V19 would be an asset Remote work anywhere in Canada
Powered by