Senior Infrastructure Business Analyst

• Elicit, analyze, and validate functional and non-functional requirements for infrastructure projects
• Translate complex business needs into technical specifications for infrastructure teams
• Provide business context and impact analysis to support technical solution design
• Manage the end-to-end change lifecycle, including creating and submitting records in ServiceNow
• Ensure all infrastructure changes adhere to established governance and ITIL processes
• Represent changes at Change Advisory Board (CAB) meetings to secure necessary approvals
• Assist with scope definition, milestones, and dependency tracking for infrastructure projects
• Identify, track, and escalate project risks, issues, and assumptions
• Monitor project financials and overall spend to ensure alignment with budgets
• Create and maintain stakeholder dashboards and status reports using tools like Power BI
• Track KPIs, SLAs, and change success rates to ensure operational excellence
• Identify technical and operational risks and ensure compliance with security standards and internal policies
• Serve as the central point of contact between infrastructure teams and business stakeholders
• Proactively communicate planned changes, impacts, and potential risks

• 8+ years of experience as a Business Analyst within IT infrastructure, operations, or service management
• Proven hands-on experience with ServiceNow (or similar ITSM platforms)
• Deep understanding of IT infrastructure concepts including servers, networks, cloud, storage, and security
• Solid mastery of ITIL / ITSM change management processes
• Proficiency in creating dashboards and reports using Power BI and SharePoint
• Strong ability to translate technical data into business-friendly language
• Experience in tracking project financials and infrastructure lifecycle management
• Exceptional stakeholder management and communication skills
• Proactive approach to risk identification and problem-solving
• Ability to manage multiple high-priority initiatives simultaneously with high attention to detail

ITIL Foundation certification or higher is a significant asset

• Strategic Coordination: Lead high-visibility change management activities through CAB and ITSM forums
• Modern Tooling: Utilize industry-standard tools including ServiceNow, Power BI, and SharePoint
• Hybrid Work: Benefit from a flexible Toronto-based schedule combining onsite collaboration and remote work
• Complex Environments: Gain experience managing infrastructure lifecycles in an enterprise-scale setting