BA Practice Lead
The BA Practice Lead is accountable for building and leading a high-performing Business Analyst (BA) practice aligned to IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (ITOM), and enterprise audit/regulatory delivery.

This role ensures consistent, high-quality requirements, process design, and control alignment across ServiceNow and operational platforms—driving audit-ready outcomes, scalable operations, and predictable delivery in a high-scrutiny setting.

Responsibilities

Stand up and lead the BA practice model (standards, intake, capacity, governance).

Define BA ways of working across ITSM, ITAM, ITOM, and other platform teams.

Build a talent strategy (hiring, onboarding, skill frameworks, BA playbooks).

Establish consistent artifacts: requirements (BRD/FRD, user stories), process flows, control narratives & audit traceability.

Drive BA quality standards across agile and waterfall delivery models.

Lead requirements and design across ITSM (Incident, Problem, Change, Release, Request), ITAM (HAM/SAM lifecycle, inventory, entitlement), ITOM (Discovery, CMDB, Service Mapping, Event Mgmt).

Ensure alignment to Enterprise service models, CMDB standards, and asset lifecycle processes, End-to-end operational workflows and integration points.

Drive process standardization and simplification across regions and platforms.

Embed audit and control requirements into all solution designs and requirements.

Ensure BA outputs support, Management Action Plans (MAPs),



evidence packages (design + operational effectiveness), scenario testing and KPI validation.

Partner with Audit (IA/IQA), Risk, and Compliance teams to translate findings into implementable requirements and reduce rework, audit rejection cycles, and delivery risk.

Establish intake, prioritization, and demand shaping frameworks for BA work.

Align BAs to product teams (ITSM, ITAM, ITOM, HRSD, SecOps).

Provide end-to-end traceability business need → requirement → design → build → test → audit evidence.

Enable predictable delivery outcomes through structured requirements and dependency management.

Act as the single point of accountability for business analysis across Product Owners / Platform Leads, Engineering / Dev / QA teams, Audit, Risk, and regulatory stakeholders.

Drive clarity between business demand vs. platform capability, local vs. global process standards.

Influence senior stakeholders through executive-ready storytelling and trade-off articulation.

Build reusable BA frameworks, templates, and accelerators, user story standards, acceptance criteria frameworks, audit-ready documentation patterns.

Introduce metrics & KPIs for BA effectiveness, requirement quality (defect leakage, rework),



first-pass audit acceptance, delivery predictability.

Identify automation and simplification opportunities across workflows.

Qualifications

10–15+ years in Business Analysis, ServiceNow delivery, or IT operations transformation.

Deep expertise across ITSM, ITAM, ITOM domains, ServiceNow platform (or equivalent).

Strong experience in audit and regulatory environments (MAPs, evidence lifecycle, audit validation).

Proven leadership experience building or scaling BSA/BA practices.

Structured thinking & requirement rigor (audit-grade precision).

End-to-end process orientation (not just feature-level thinking).

Executive communication & stakeholder influence.

Governance discipline & traceability mindset.

Ability to operate in High ambiguity, Tight regulatory timelines, Multi-stakeholder environments.

Benefits

Diversity, Equity, Inclusion & Allyship – inclusive culture and Employee Resource Groups.

Accessibility and Workplace Accommodations – committed to removing barriers.

Upskilling through online courses, cross‑functional development opportunities, and tuition assistance.

Competitive Rewards program including bonus, flexible vacation, personal and sick days, and benefits from day one.

Dynamic Ecosystem – free tea & coffee and collaborative work spaces.

Community Engagement – opportunities for community engagement and belonging across programs.

Location
Toronto, Ontario, Canada

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