Senior Business Analyst, Service Management
Metrolinx
Toronto, ON, CA
5d ago
source : PostJobFree

$81,900- $106,140 per annum(Contract up to 12 months)Metrolinx is an agency of the Government of Ontario and our goal is to create a transportation network that enhances the prosperity, sustainability and quality of life for the Greater Toronto and Hamilton Area.

We lead planning in the region with a Regional Transportation Plan that guides the work and investments of the organization.

This includes building light transit, bus rapid transit and Regional Express Rail, as well as operating GO Transit, UP Express and PRESTO.

Our PRESTO’s Service Management Office is seeking a Senior Business Analyst to support Service Management activities.Key Responsibilities : Translates high-level, conceptual business strategies and objectives into operations-requirements to guide service development activities.

Leads the development of documentation for new and modified operational process and procedures for operational support groups (PRESTO and PRESTO’s vendors) (to ensure effective implementation of technology solutions.

Design services and attributes to support current and future, agreed upon products and associated desired levels of serviceBuild and maintain ITSM Service catalogue of core services that support all productsDevelop Service Level Agreement (eg : Availability, Reliability, Maintainability etc.

and service level requirements to meet business KPIs and Operations requirements for vendor contracts for operationalization of services for net new and existing servicesPerform Service Level Management and identify gaps in contracting with vendors to trigger service improvementUndertake industry research and build service benchmarks as they relate to service levels or service optimizationOversight of vendors activities related to Introduction of new or modified services and process by use of metrics and controls to track vendor performance and ensure vendor deliverables for Service Introduction are in alignment with business and project timelines and needsSupport Vendor Management, Project and Operations by gathering operational and service requirements for vendor contracts and review vendor responses to ensure alignment with business and operational needsProvide service delivery input to operational stakeholder to support project success criteriaRecommend innovations of services in support of continual improvement and optimizationTrack cost of services, conduct cost / benefit analysis and recommend cost optimization opportunities through efficiencies in services by liaising with operational and business stakeholder groupsFacilitates dialogue and discussion between the business and internal and external providers to assist with prioritizing between competing objectives (i.

e. running meetings, focus groups, joint sessions, workshops).Assists the business and project teams to prepare business cases, understand scope limitations, operational risks, and mitigation plan options and manage expectations during project implementation.

Proactively identifies opportunities for new technology / automation or streamlining of business processes and workflows.

Provides subject matter expertise to non-IT business leaders, partners, and project team members to assist with data interpretation and provide commentary for decision-making.

Location : 20 Bay Street, TorontoPost-secondary degree in Computer Science, Information Systems, Engineering, Business Process Improvement, or a related discipline or a combination of education, training and experience deemed equivalent.

Minimum six (6) years’ related experience as a Business Analyst, preferably in the transportation industry, and / or the public sector, with experience in service introduction and support of systems in an operations and production environment.

Experience leading teams to successfully deploy technology solutions industry is an asset.Experience in designing services, Operational ITSM processes and service level agreementsExperience with computerized quantitative and analytical tools (e.

g. data modeling, workflows, and business process analysis) and with MS Office (Outlook, Word, Excel, Visio, PowerPoint, Project, etc.

ITIL V3 Intermediate (Service Design module), working knowledge of principles and methodology forservice design and process improvement LEAN, ITIL, CMMI etc.

Strong interpersonal, oral / written / presentation communications skills to manage stakeholder expectation, document and present business needs, specifications, reports, project documents, and implementation plans.

To apply for this position, please submit your resume online, no later than Feb 23, 2020.Please note that applicants must be legally entitled to work in Canada.

Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.

Please be advised, Metrolinx uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users.

As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly.

If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.

Please be advised that a Criminal Record Search may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.AN EQUAL OPPORTUNITY EMPLOYER

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