Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment. *Business Systems Analyst – Infrastructure Operations Business Analyst, Service Desk As a Business Systems Analyst – Infrastructure Operations, you will make an impact by turning operational data into decisions that improve infrastructure performance and service reliability for a major financial services client.

You will be a valued member of the delivery team and will work closely with business stakeholders, service desk and operations teams, and cross-functional technology partners to strengthen how the environment runs day to day. Analyze infrastructure performance data and operational metrics to identify trends, patterns and anomalies that inform capacity planning and service optimization. Translate analysis into targeted recommendations that improve system reliability, reduce incident volume and optimize resource utilization.

Create and maintain systems and technology documentation covering configurations, dependencies, standards and operating procedures, with disciplined version control. Partner with business stakeholders to translate requirements into clear infrastructure specifications and operational workflows.



Map current infrastructure capability against target business outcomes, highlighting risks, constraints and trade-offs to support informed decision making.

Work with cross-functional technology teams to assess the infrastructure impact of proposed changes and projects. Contribute to the design and refinement of KPIs and metric frameworks that reflect infrastructure health and service quality. Standardize documentation of incident analysis, root causes and corrective actions to reduce recurrence and strengthen knowledge retention.

Present complex infrastructure findings in explicit, business-focused language to support prioritization and investment decisions. Based on this role's business requirements, this is a Hybrid position located in Toronto, Ontario, Canada, requiring approximately one day per week in the client office. This may change based on the project you're engaged in, as well as business and client requirements. 8+ years of experience as a Business Analyst or Business Systems Analyst in enterprise IT environments. ~ Strong working knowledge of Service Desk and IT Operations processes, including incident, problem and change management. ~ Hands-on experience supporting Digital Workplace (DWP) services. ~ Demonstrated ability in data and trend analysis, operational reporting, dashboards and KPI definition. ~ These will help you stand out: ITIL Foundation certification.

An infrastructure or cloud operations certification such as AWS SysOps or equivalent.

Experience in large-scale managed services or infrastructure transformation programs.

📌 Business Systems Analyst - Infrastructure Operations (Ottawa)
🏢 Cognizant
📍 Ottawa