Senior Business Analyst

Primary Job Title

Senior Business Analyst (Infrastructure)

Alternate / Related Job Titles

• Infrastructure Business Analyst
• IT Infrastructure Business Analyst
• Senior IT Business Analyst
• Service Management Business Analyst
• Technical Business Analyst - Infrastructure

Location & Onsite Flexibility

Toronto, ON - Hybrid

Contract Details

Position Type: Contract
Contract Duration: 6 Months
Start: As Soon As Possible
Pay Rate: $90-100/hour

Job Summary

The Senior Business Analyst (Infrastructure) supports internal IT infrastructure projects by bridging business requirements with technical delivery . This role partners closely with infrastructure, operations, security, and service management teams to ensure governance, risk mitigation, and successful execution of infrastructure initiatives through ITSM processes.

Key Responsibilities

Business Analysis & Requirements Management

• Elicit, analyze, document, and validate business and technical requirements for infrastructure initiatives
• Translate business needs into functional and non-functional requirements
• Provide business context and impact analysis to support solution design

Project & Initiative Support

• Support planning, tracking, and execution of infrastructure projects
• Assist with scope definition, milestones, dependencies, and deliverables
• Identify and track risks, issues, assumptions, and dependencies
• Track project financials and spend

Change & ITSM Management

• Create and manage ITSM requests and change records in ServiceNow
• Ensure compliance with ITIL/ITSM governance processes
• Participate in Change Advisory Board (CAB) meetings
• Coordinate pre- and post-change communications and validations

Reporting & Documentation

• Develop dashboards, reports, and executive status updates
• Maintain accurate project documentation and audit artifacts
• Track KPIs, SLAs, change success rates, and operational metrics

Communication & Stakeholder Management

• Act as a central liaison between infrastructure, service management, and business teams
• Communicate planned changes, risks, incidents, and impacts proactively
• Support incident, problem, and post-implementation reviews

Risk & Compliance

• Identify operational, technical, and business risks related to infrastructure changes
• Ensure adherence to internal policies, security standards , and regulatory requirements
• Support audits and governance reviews with required documentation

Required Skills & Qualifications

• Proven experience as a Business Analyst in IT infrastructure or service management environments
• Strong knowledge of IT infrastructure (servers, networks, cloud, storage, security)
• Hands-on experience with ServiceNow or similar ITSM platforms
• Solid understanding of ITIL / ITSM change management
• Strong analytical, documentation, and reporting skills
• Excellent communication and stakeholder management abilities

Preferred / Desired Skills

• ITIL Foundation or higher certification
• Experience in enterprise or regulated environments
• Familiarity with Agile, Waterfall, or hybrid delivery models
• Experience supporting CABs, audits, or governance forums

Additional / Nice-to-Have Skills

• SharePoint
• Power BI
• Dashboard development and updates
• Advanced reporting and metrics analysis

Key Competencies

• Strong attention to detail and organizational skills
• Ability to manage multiple initiatives and priorities
• Proactive problem-solving and risk identification
• Ability to translate technical concepts into business-friendly language
• Collaborative, adaptable, and results-oriented mindset

Deliverables

• Infrastructure lifecycle management support
• Tracking and reporting of currency upgrades
• Dashboard and executive reporting
• Project coordination and governance support

Client Overview

This organization is mission-driven and sustainability-focused , dedicated to delivering integrated transit solutions that enhance regional prosperity and quality of life. Its culture emphasizes collaboration, innovation, and shared purpose, grounded in equity, diversity, and inclusion. The organization actively fosters inclusive environments for employees, customers, and communities through ongoing EDI initiatives.

Job Number

#LI-GTT #LI-Hybrid #gttca #ZRCA