Client: Province of New Brunswick

Work Location: Fredericton, New Brunswick – Remote Travel Requirement: Must be able to travel to New Brunswick at least once per month throughout the project duration

Estimated Start Date: August 17, 2026

Estimated End Date: August 16, 2028

Contract Duration: 500 Business Days

Standard Hours: 7.5 hours per day

Application Deadline: August 19, 2026 at 10:30 AM EST

Role Overview The Province of New Brunswick is seeking an experienced Business Analyst to support a clinical standardization project involving business requirements analysis, clinical stakeholder engagement, process improvement, service transformation, ITIL-aligned practices, and Clinical Information System (CIS) implementation.

The successful candidate will work closely with clinical experts, front-line clinicians, project teams, subject matter experts, technical teams, and stakeholders to validate existing requirements, identify gaps, develop new business and IT requirements, and support the successful implementation and adoption of clinical standards.

The role requires strong experience in business analysis, project management, Service Desk/ITSM optimization, ITIL practices, workshop facilitation, requirements gathering, process documentation, and healthcare/clinical environments .

Key Responsibilities & Deliverables

Business Requirements & Analysis

- Conduct a detailed review and assessment of existing business requirements.
- Gather, analyze, validate, and document business and information technology requirements.
- Identify gaps between current-state requirements and future-state needs.
- Recommend and implement solutions aligned with defined business and clinical objectives.
- Monitor solution effectiveness and recommend improvements as required.
- Support business analysis activities throughout the development, deployment, and operational phases of the clinical standardization project.

Clinical Stakeholder Engagement
- Collaborate closely with clinical experts and front-line clinicians to gather insights and requirements.
- Facilitate discussions with end users and stakeholders to understand workflows, challenges, and service needs.
- Gather clinical and operational feedback to support the development and refinement of clinical standards.
- Build strong working relationships with clinicians, subject matter experts, project teams, and leadership.
- Translate clinical and business needs into clear and actionable requirements.

Workshop & Facilitation
- Design and facilitate workshops to:

- Validate existing requirements
- Identify new business and IT requirements

- Conduct gap analysis

- Identify workflow improvements
- Develop user stories, personas, and use cases
- Facilitate stakeholder sessions and ensure clear documentation of outcomes, decisions, and action items.
- Build consensus among diverse stakeholders with potentially competing priorities.

Process & Solution Documentation
- Create and maintain detailed process and solution documentation.

- Develop and document

- Business processes

- Workflows

- Use cases

- User stories

- User guides

- Training materials

- Process maps
- Ensure documentation supports successful adoption and implementation of clinical standards.
- Maintain accurate documentation throughout the project lifecycle.

Clinical Information System (CIS)
- Build, validate, and test clinical content within the Clinical Information System (CIS).
- Support clinical standardization activities associated with CIS implementation.
- Work collaboratively with technical and clinical teams to ensure clinical content meets business and operational requirements.
- Support testing, validation, deployment, and adoption activities.
- Experience with CIS platforms such as Meditech Expanse, Epic, Cerner/Oracle Health,



or similar is considered an asset.

Project Management & Service Transformation
- Support and lead project activities from planning through closure.

- Develop and maintain

- Project charters

- Work plans

- Project schedules

- RAID logs

- Status reports
- Track risks, issues, actions, dependencies, and project milestones.
- Provide regular project updates to leadership and governance bodies.
- Support process improvement, service transformation, and technology adoption initiatives.

Service Desk & ITIL
- Assess and improve existing Service Desk processes and workflows.
- Support redesign and optimization of:

- Intake processes

- Triage

- Escalation

- Incident management

- Request management

- Problem management

- Knowledge management

- Ticketing/ITSM processes
- Define and improve Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Support development of knowledge bases and self-service capabilities.
- Apply ITIL-aligned practices to improve service delivery and user experience.

Research & User Experience
- Conduct research to understand user behaviour, pain points, and service requirements.
- Apply research techniques such as:

- Usability testing

- Surveys

- Service Desk ticket analysis

- Trend analysis

- User interviews

- Stakeholder consultations
- Analyze research findings and translate them into actionable improvements.

Mandatory Qualifications

- Bachelor's-level university degree in:

- Business

- Healthcare

- Information Technology

- Related discipline
- Equivalent combination of education and experience may be considered.
- Minimum 3 years of demonstrated Project Management experience leading process improvement, service transformation, or technology adoption initiatives from planning through closure.
- Experience developing and managing project charters, schedules, RAID logs, and status reporting.
- Minimum 3 years of demonstrated experience redesigning, streamlining, or optimizing an IT or clinical Service Desk function.

- Experience with

- Intake

- Triage

- Escalation

- Resolution workflows

- ITSM/ticketing tools

- SLAs
- ITIL Foundation certification (v3 or v4) or higher.
- Candidates without formal ITIL certification may be considered if they have at least 2 years of demonstrated hands-on experience applying ITIL practices, including Incident, Request, Problem, and Knowledge Management.
- Proven experience engaging directly with front-line clinicians or end users in a healthcare or complex operational environment.
- Strong business analysis, requirements gathering, facilitation, and stakeholder engagement capabilities.
- Must be available to start on or around the specified project start date.
- The proponent must not be a prime respondent or named subcontractor/partner to a prime respondent on RFP #8025087-25, as participation in that RFP constitutes an actual or perceived Conflict of Interest.

Scored Requirements

Project Management

- Demonstrated experience leading multi-stakeholder initiatives within complex organizations.

- Experience developing

- Project charters

- Work plans

- Project schedules

- Risk/issue/action logs
- Leadership and governance status reports
- Experience reporting project progress to senior leadership and governance bodies.

ITIL & Service Management




- Demonstrated experience applying ITIL-aligned practices to redesign or streamline Service Desk operations.
- Experience conducting current-state assessments and developing target-state processes.
- Experience designing escalation frameworks.
- Experience defining SLAs and OLAs.
- Experience developing knowledge bases and self-service solutions.

Business Analysis & Facilitation
- Strong workshop facilitation experience.
- Ability to identify, elicit, analyze, and articulate business and service requirements.

- Experience developing

- User stories

- User personas

- Use cases
- Strong requirements documentation and validation skills.

Communication & Stakeholder Management
- Excellent communication, facilitation, interpersonal, and presentation skills.
- Ability to confidently engage with:

- Clinicians

- Project team members

- Subject matter experts

- Technical teams

- Business stakeholders

- Senior leadership
- Strong ability to build consensus and maintain productive stakeholder relationships.

Research & User Experience
- Demonstrated experience using research methods to understand user needs and behaviours.
- Experience with usability testing, surveys, Service Desk ticket analysis, trend analysis, and other user research techniques.
- Ability to translate user feedback and research findings into practical process and service improvements.

Healthcare & CIS Experience
- Experience supporting or participating in a Clinical Information System (CIS) implementation is considered an asset.
- Experience with platforms such as Meditech Expanse, Epic, Cerner/Oracle Health, or similar is desirable.
- Previous experience working within New Brunswick technology or healthcare environments is an asset.
- Strong understanding of local healthcare policies, processes, and practices is desirable.
- Previous experience working as a clinician is considered an asset.

Certifications & Language
- Formal Project Management or Service Management certification is considered an asset, including:

- PMP

- CAPM

- PRINCE2

- ITIL Practitioner or higher
- Strong verbal and written communication skills in both French and English are strongly preferred.

Key Competencies
- Business Analysis & Requirements Management
- Healthcare Business Analysis
- Clinical Workflow Analysis
- ITIL & IT Service Management
- Service Desk Transformation
- Project Management
- Process Improvement
- Clinical Information Systems
- Workshop Facilitation
- Stakeholder Engagement
- User Research & Usability
- Requirements Documentation
- Change & Technology Adoption
- Strong Communication & Presentation Skills

Engagement Requirements
- The position is remote, but the successful candidate must be able to travel to New Brunswick at least once per month throughout the project duration.
- The successful candidate must sign a Non-Disclosure Agreement (NDA) before commencing the assignment.
- The successful candidate must complete Government of New Brunswick Privacy Training prior to commencing the assignment.

How to Apply If this prospect matches your experience and profile, please submit the following mandatory documents :

- Updated Resume in Word format – Mandatory
- Skills Matrix and References – Mandatory
- Expected Hourly Rate – Mandatory
- Visa Status – Mandatory
- LinkedIn ID – Mandatory

Application Deadline: August 19, 2026 at 10:30 AM EST Important: Without all mandatory documents, we cannot submit a candidate.

If this role is not suitable for you, please feel free to forward it to qualified Business Analysts / Healthcare Business Analysts with strong experience in project management, ITIL/Service Desk transformation, clinical workflows, healthcare technology, CIS implementations, requirements gathering, and stakeholder facilitation .

📌 – Business Analyst (Fredericton)
🏢 S M Software Solutions
📍 Fredericton