Analyst, Senior IT Business (ITSM)

JOB SUMMARY

The mandate of Information Technology Services is to create business value by providing innovative and strategic technology solutions for the business operations of the City of Ottawa.

You serve as the primary interface between ITS and clients and manage that relationship.  You are also responsible for providing strategic business analysis of new or changing client requirements, including leveraging the use of current City IT applications or other solutions, and identifying and maximizing other resource efficiencies for ITS.

You are additionally responsible for scoping, managing or undertaking small scale client projects.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in business administration, computer science, engineering or other related field

Minimum of 5 years of experience in business applications and systems analysis

Knowledge of, and experience with, the City’s IT infrastructure and business applications is desirable

KNOWLEDGE

• Business analysis practices and techniques, including the methods, practices and tools used in requirements definition, and business process review, design and re-design
• Client relationship management
• Technical acumen and aptitude
• The mandates, responsibilities, operations and business contexts of client groups 
• Project management methodologies and tools 
• Current and emerging best practices and technical solutions used in business analysis, process design, client relationship management, and the clients’ business line(s)
• Knowledge of applicable health and safety legislation, including the rights and duties of workers
• Experience and knowledge working with IT Service Management platforms would be preferred
• Knowledge and understanding of ITIL practices such as Service Request Management, Incident Management, Change Enablement, and Service Configuration Management would be considered an asset
• Experience working on large upgrade/replacement projects involving IT systems would be considered an asset

COMPETENCIES, SKILLS AND ABILITIES

• Critical and conceptual thinking skills, and the ability to analyze functions, issues and problems within a team environment and develop realistic and innovative solutions
• Problem-solving skills
• Relationship building skills
• Communicate effectively with users, managers, IT staff and system suppliers, including the ability to bridge knowledge/understanding gaps between IT specialists and departmental management/end users 
• Proactively look beyond stated problems, and identify and address implications to other areas of the business and organization, or other business applications
• Write reports and documents, including functional specifications, user guides and other training/reference documents 
• Plan, set priorities and organize work
• Research skills
• Facilitation skills
• Skills in operating a personal computer and using different types of software that relate to the job
• Strong interpersonal skills
• Strong focus on client-service and client satisfaction
• Work independently, and as a member of a team
• Work well in an environment of deadlines, multiple demands and changing (and sometimes competing) priorities
• Tact, diplomacy and professionalism