Business Analyst - Service Now

On behalf of our healthcare client, Affinity Healthcare Solutions is looking for a Technical Business Analyst to work on a project aiming to enhance IT operational processes with a focus on Application portfolio support and deployment practices. The outcomes will improve capabilities by focusing on developing best practices utilizing the ServiceNow platform’s ITOM, APM, and ITSM workspaces and dashboards to monitor and manage the lifecycle of Digital Health assets with a focus on application and stakeholder lifecycles.

Responsibilities:

• Participate in weekly project meetings and record actions for team.

• Assist the core project team as needed to ensure business needs are met.

• Assist with project planning, including identifying tasks.

• Assist the Project Manager with project related activities as needed to ensure work plans are complete and being adhered to. This would include input for scope, issue and risk management activities.

• Effectively communicate and document business and IT information in line with agreed processes and procedures

• Ensure adherence to governance and Digital Health standards (e.g., privacy and security)

• Strategic Planning: Develop strategies to optimize resource allocation, process efficiency, and team capacity within a structured support model.

• Portfolio Management: Design and implement management strategies for application portfolios, ensuring compliance and streamlined operations.

• Process Definition: Define roles, responsibilities, and operational steps for key lifecycle events such as upgrades, incident remediation, and end-of-life applications.

• Role Alignment: Align team responsibilities with organizational guidelines and labor agreements to ensure clarity and compliance.

• Workflow Optimization: Simplify and integrate workflows into existing processes, such as ITSM Change and Release management, and adapt as needed for high-risk or sensitive systems.

• Stakeholder Communication: Enhance communication processes to improve clarity and alignment during application lifecycle events.

• Data Documentation: Oversee the documentation and mapping of key assets, including configuration items and financial/contract data, to support monitoring and dashboard functionalities in enterprise tools.

• Stakeholder Engagement: Conduct information and working sessions with stakeholders to validate data and collaboratively design improved processes and tools.

Transition Responsibilities:

• Work with the Project Manager as well as operational and program staff to help determine deployment plans and transition plans as needed.

• Work with clinical adoption specialist/developer or business owner to help determine user documentation and training requirements.

• Prepare training, support, and communication documentation,

• Lead the creation of the transition docs, working with resources from various areas (Ops/Program/Service Desk/etc. to determine procedures required for each area and getting these resources to provide the information/steps required (pull the docs together).

• Other related work as required.

Deliverables:

• Business Requirements Document (BRD)

• Business Case Document

• Workflow Diagrams

• Use Cases

• Stakeholder Analysis

• Feasibility Analysis

• Gap Analysis

• Change Management Plan, Communication Plan, Training Plan

• User Guides

Qualifications:

• Bachelor’s degree in business, computer science or equivalent experience, supplemented with a minimum of five (5) years in a business analyst or project role.

• Must demonstrate experience working in an IT operational environment with deep understanding of ITIL processes and familiar with IT lifecycle events.

• Strong technical acumen is desired with a background in enterprise architecture preferred.

• Ability to action business analysis or project management methodology and tools.

• Strong facilitation and presentation skills; experience in stakeholder engagement sessions.

• Demonstrated ability to extract quality information from a diverse group of stakeholders under limited time constraints.

• Possess strong interpersonal and communication skills.

• Possess excellent time management and organizational skills.

• Must be a detail oriented, analytical and an independent thinker, and be able to focus on details in the midst of change.

• Capable of managing to a deadline.

• Strong written skills; able to compile and organize technical and non-technical information from a variety of sources.

• Ability to balance multiple tasks.

• Proficient with Microsoft Office, Visio, PowerPoint and MS Project.

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

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

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 11431