it service management business analyst - remote.

Are you an expreienced Business Analyst with a strong background in IT Service Management (ITIL, SIAM, ITSM, etc.). Do you have experience in Business Analysis and Services Design for large complex IT Projects?

We're looking for a Senior Business Analyst who has a strong background in ITSM for an initial contract until the end of September. This position can be worked remotely and has a very strong chance of extensions.

Advantages
- Work remotely
- Work on a large complex strategic initiative
- Contract has the potential for extensions

Responsibilities
Discovery and Current State Analysis
• Conduct interviews, workshops, and document reviews.
• Inventory and assess current services, tools, processes, and challenges.
• Review and identify gaps in current service delivery processes and dependencies across functions and service providers.
• Identify opportunities for standardization, integration, and service improvement.

Future State Design
• Define and document future state service models, identifying key roles, responsibilities, and service ownership.
• Develop service blueprints that describe customer interactions, touchpoints, and handoffs.

• Create high-level and detailed process maps (e.g. swimlane diagrams, RACI overlays).
• Define and document Service Level Requirements (SLRs), KPIs, and operational metrics.
• Support transition planning and service implementation roadmaps.

Qualifications
Specific Qualifications or Experience Required:

• 8-10 years of experience in business analysis and service design for large complex IT projects, and strong understanding of IT service management (ITIL, SIAM, etc.).
• Ability to effectively navigate and deliver results in a large, complex IT environment
• Experience developing service blueprints, process maps and procurement documentation.
• Superior analytical skills including the ability to comprehend, analyze and resolve complex issues and present information in concise meaningful ways.
• Demonstrated success in complex, multi-vendor public service environments.

Summary
If you're an experienced Business Analyst with a strong background in ITSM (SIAM, ITIL, etc.), apply today or reach out to your Randstad representative!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to View email address on randstad.com to ensure their ability to fully participate in the interview process. show more