Job at a glance
Job Description On behalf of our public sector client, Affinity is seeking a Senior Business Analyst who will lead the business analysis and requirements elicitation activities associated with the replacement of the organization's IT Service Management (ITSM) solution. The Business Analyst will work closely with business and technical stakeholders to document current-state processes, identify future-state needs, define business and technical requirements, conduct assessments, and support the evaluation and selection of a replacement ITSM platform.ResponsibilitiesLead the discovery, documentation, validation, and prioritization of business and technical requirements for the replacement of the existing ITSM solution.Facilitate workshops, interviews, process-mapping sessions, and stakeholder consultations with: Service DeskIncident Management teamsChange Management teamsRequest Fulfillment teamsAsset Management teamsConfiguration Management (CMDB) stakeholdersExecutive sponsorsDocument current-state ("as-is") service management processes and define future-state ("to-be") workflows.Identify process inefficiencies, automation opportunities, and service improvement initiatives.Develop and maintain:Business Requirements Documents (BRDs)Functional RequirementsNon-Functional RequirementsUser Stories and Acceptance CriteriaProcess Maps and WorkflowsUse CasesEnsure alignment of requirements with ITIL best practices and OCIO operational standards.Support the evaluation and validation of vendor-proposed solutions and configurations.ITSM Process Analysis and Solution Design The Senior Business Analyst Will:Conduct fit-gap analysis between existing ITSM capabilities and the proposed replacement solution.Analyze and validate requirements related to: Incident ManagementService Request ManagementChange EnablementProblem ManagementKnowledge ManagementService Catalog ManagementAsset ManagementConfiguration Management Database (CMDB)Service Level ManagementMajor Incident ManagementRelease ManagementSelf-Service Portal functionalityCollaborate with architects, developers, and vendors to ensure business requirements are reflected in the solution design.Validate workflows, approval processes, automation rules, notifications, and service catalog structures.System Integration The Senior Business Analyst Will:Identify and document integration requirements between the new ITSM platform and enterprise systems, including: Active Directory / Entra IDIdentity and Access Management solutionsMonitoring and Event Management toolsEndpoint Management solutionsHR systemsEmail and collaboration platformsReporting and analytics platformsSupport the definition of interface requirements, data flows, business rules, and integration testing scenarios.Assist with user role design, access controls, and security requirements.Data Migration and CMDB Readiness The Senior Business Analyst Will:Lead business analysis activities related to migration of historical ITSM data.Define and document migration requirements for:Tickets and service requestsChange recordsProblem recordsKnowledge articlesAssets and configuration itemsService catalog dataUser and support group informationWork with stakeholders to identify data quality issues and cleansing requirements.Develop data mapping rules between legacy and future-state systems.Define data validation and reconciliation requirements following migration activities.Support CMDB design reviews and validation activities.QualificationsPost-secondary education (2+ year program) in business, computer science, or a related field from a recognized institution.
Professional certifications are an asset.Work Experience (40%)7+ years of Business Analysis experience, including significant involvement in complex enterprise-wide ITSM modernization, implementation, or platform replacement projects. Proven ability to lead requirements elicitation, current and future state process mapping, gap analysis, stakeholder workshops, and business readiness activ