: On behalf of our public sector client, Affinity is seeking a Senior Business Analyst who will lead the business analysis and requirements elicitation activities associated with the replacement of the organization's IT Service Management (ITSM) solution.

The Business

Analyst will work closely with business and technical stakeholders to document current-state processes, identify future-state needs, define business and technical requirements, conduct assessments, and support the evaluation and selection of a replacement ITSM platform.

Responsibilities:

- 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
- Document current-state ("as-is") service management processes and define future-state ("to-be") workflows.
- 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.

ITSM Process Analysis and Solution Design The Senior Business Analyst Will:

- Conduct fit-gap analysis between existing ITSM capabilities and the proposed replacement solution.
- Analyze and validate requirements related to: Incident Management
- Service Request Management
- Change Enablement
- Problem Management
- Knowledge Management
- Service Catalog Management
- Asset Management
- Configuration Management Database (CMDB)
- Service Level Management
- Major Incident Management
- Release Management




- Self-Service Portal functionality
- Collaborate with architects, developers, and vendors to ensure business requirements are reflected in the solution design.
- Validate workflows, approval processes, automation rules, notifications, and service catalog structures.

System Integration The Senior Business Analyst Will:

- Identify and document integration requirements between the current 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.

Data Migration and CMDB Readiness The Senior Business Analyst Will:

- 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.

Qualifications:

- Post-secondary education (2+ year program) in business, computer science, or a related field from a recognized institution.



Professional certifications are an asset.
- Work Experience (40%)
- 7+ years of Business Analysis experience, including significant involvement in complex enterprise-wide ITSM modernization, implementation, or platform replacement projects. Proven ability to lead requirements elicitation, current and future state process mapping, gap analysis, stakeholder workshops, and business readiness activities across diverse business and technical teams. Experience with ITSM platforms such as Fresh service, Ivanti, Jira Service Management, or similar solutions is highly desirable. Strong knowledge of ITIL processes is preferred.
- Provide examples of recent successful projects (within the last three years) whereby the identified resource worked as a Senior Business Analyst.
- Requirements Gathering (35%)
- Describe experience in soliciting, documenting and validating business requirements.
- Process/Change Management (15%)
- Describe experience with business process transformation and change management. This should include how the resource demonstrates strong written and oral communication skills.

Affinity Earn: Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/ About Affinity: Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 13854

📌 Senior Business Analyst (Greater Saint John)
🏢 Affinity
📍 Greater Saint John