- Lead 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 Desk
- Incident Management teams
- Change Management teams
- Request Fulfillment teams
- Asset Management teams
- Configuration Management (CMDB) stakeholders
- Executive sponsors
- Identify process inefficiencies, automation opportunities, and service improvement initiatives.
Develop and maintain: Business Requirements Documents (BRDs)
Functional Requirements
Non-Functional Requirements
User Stories and Acceptance Criteria
Process Maps and Workflows
Use Cases
Ensure alignment of requirements with ITIL best practices and OCIO operational standards.
Support the evaluation and validation of vendor-proposed solutions and configurations.
Identify and document integration requirements between the recent ITSM platform and enterprise systems, including: Active Directory / Entra ID
Identity and Access Management solutions
Monitoring and Event Management tools
Endpoint Management solutions
HR systems
Email and collaboration platforms
Reporting and analytics platforms
Support the definition of interface requirements, data flows, business rules, and integration testing scenarios.
Assist with user role design, access controls, and security requirements.
- Lead business analysis activities related to migration of historical ITSM data.
Define and document migration requirements for: Tickets and service requests
Change records
Problem records
Knowledge articles
Assets and configuration items
Service catalog data
User and support group information
Work 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.
📌 Business Analyst (St. John's)
🏢 ThoughtStorm
📍 St. John's
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