Job Specifications
Job Title
Business Analyst – Senior (Infrastructure)
Additional Information
Location: 3 days onsite / 2 days remote (subject to change)
Public Sector Experience: Not required
Submissions per Supplier: 1
ONSITE: Front Street, Downtown Toronto
6 Month Contract
MUST HAVE
8+ years of experience as a Business Analyst in IT infrastructure, operations, or service management environments
Strong understanding of infrastructure technologies (servers, networks, cloud, storage, security)
Hands-on experience with ServiceNow or comparable ITSM platforms
Solid knowledge of ITIL / ITSM change management processes
Strong analytical, documentation, and reporting capabilities
Excellent communication and stakeholder management skills
Role Overview
The Infrastructure Business Analyst (IBA) supports internal IT infrastructure initiatives by bridging business requirements with technical delivery. This role is accountable for requirements management, change coordination, governance, reporting, and stakeholder communication across infrastructure, operations, security, and service management teams. The IBA ensures infrastructure initiatives are delivered efficiently, compliantly, and with minimal operational risk through established ITSM and change management processes.
Key Responsibilities
Business Analysis & Requirements Management
Elicit, analyze, document, and validate business and technical requirements for infrastructure initiatives
Translate business needs into clear functional and non-functional requirements
Provide business context and impact analysis to support solution design and decision-making
Project & Initiative Support
Support planning, tracking, and execution of internal infrastructure projects
Assist project managers and technical leads with scope, milestones, dependencies, and deliverables
Identify, track, and escalate risks, issues, assumptions, and dependencies as required
Track project financials and spend
Change & ITSM Management
Create, update, and manage ITSM requests and change records in ServiceNow
Ensure adherence to ITIL-aligned change management and governance processes
Participate in Change Advisory Board (CAB) meetings to present and support change approvals
Coordinate pre- and post-change activities, communications, and validations
Reporting & Documentation
Develop and maintain dashboards, reports, and status updates for stakeholders and leadership
Maintain accurate project documentation, audit artifacts, and records
Track KPIs, SLAs, change success rates, and operational metrics
Communication & Stakeholder Management
Act as a central coordination point between infrastructure, service management, and business stakeholders
Proactively communicate planned changes, risks, impacts, and incidents
Support incident, problem, and post-implementation review activities as needed
Risk, Compliance & Governance
Identify operational, technical, and business risks related to infrastructure changes
Ensure compliance with internal policies, security standards, and regulatory requirements
Support audits and governance reviews through documentation and evidence collection
Desired / Nice-to-Have Skills
ITIL Foundation (or higher) certification
Experience in enterprise or regulated environments
Familiarity with Agile, Waterfall, or hybrid delivery models
Experience supporting CABs, audits, and governance forums
SharePoint, Power BI, dashboard development, and reporting experience
Key Competencies
Strong attention to detail and organizational skills
Ability to manage multiple initiatives and competing priorities
Proactive problem-solving and risk identification
Ability to translate technical concepts into business-friendly language
Collaborative, adaptable, and results-driven mindset
Deliverables
Infrastructure lifecycle management support
Tracking and reporting of infrastructure currency and upgrades
Dashboard development and reporting
Project coordination and governance support