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 environment.

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.

Perks

- 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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