Job Description
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 new 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.

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 setting for all employees. All employment is decided on the basis of qualifications, merit and business need.

Job Number: 13854

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📌 Senior Business Analyst (Newfoundland and Labrador)
🏢 Affinity
📍 Newfoundland and Labrador