The Senior Business Analyst will:
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 prospects, 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 (St. John's)
🏢 ThoughtStorm
📍 St. John's