Senior Business Analyst
Location: Toronto, ON
We are looking to hire a Senior Business Analyst in Toronto, ON. The successful candidate will be working on a complex vendor transition project responsible for transitioning desktop and onsite support to a new to be determined vendor. We are looking for an individual with a minimum of 10 years’ experience in business analysis, as well as managing project processes and collaborating with key business stakeholders. This is a full-time contract position looking to start immediately. The successful candidate must speak fluent English.
We are seeking an experienced Senior IT Business Analyst with a strong background in desktop support initiatives and end-user technology hardware/software lifecycles. In this role, you will act as the strategic bridge between our business units and the IT Infrastructure team. You will analyze existing desktop support workflows, elicit requirements for enterprise-wide service desk upgrades, and lead initiatives to optimize the modern digital workplace. The ideal candidate does not just analyze data, they understand the day-to-day technical realities of operating systems, asset management, and endpoint deployment
Senior Business Analyst Job Responsibilities:
· Requirements Elicitation & Analysis: Partner with business stakeholders, help desk leads, and executive teams to gather, document, and analyze requirements for desktop support tool upgrades, operating system deployments, and endpoint management strategies.
· Process Optimization: Evaluate current ticketing trends, desktop imaging practices, and service desk workflows to identify bottlenecks. Recommend and design scalable, automated solutions that minimize end-user downtime.
· Project Delivery & Coordination: Lead small-to-medium scale workplace technology initiatives, including hardware refresh cycles, virtual desktop infrastructure (VDI) rollouts, and enterprise software migrations (e.g., Microsoft 365, ServiceNow modules).
· Change Management & Training: Develop clear documentation, user stories, and standard operating procedures (SOPs). Coordinate with technical writers and desktop support technicians to ensure seamless adoption of new service desk tools.
· Data-Driven Insights: Analyze service desk KPI metrics (such as First Contact Resolution, Mean Time to Resolve, and ticket volume trends) to build business cases for technical improvements and resource allocation.
Qualifications & Skills:
- Experience: Minimum of 10–15 years as a Business Analyst, with a proven track record of delivering projects specifically within IT support, service desk, or desktop infrastructure environments.
- Technical Background: Previous hands-on experience or deep familiarity with desktop support concepts, including Active Directory, Microsoft 365 administration, endpoint management tools (e.g., Intune, SCCM), OS imaging, and VDI solutions.
- Frameworks & Tools: High proficiency with ITSM platforms (such as ServiceNow or Jira Service Management). Solid understanding of ITIL frameworks and Agile/Scrum delivery models.
- Completion of university degree in related field preferred
- Strong computer literacy using various applications including MS Excel, Visio, Access and Powerpoint
- Excellent analytical and problem-solving skills, with ability to conduct root cause analysis on systems/or processes and ability to provide viable solutions
- Solid communication skills, ability to speak with all levels of an organization
Please Apply with Your:
- Current Resume
- Contact information - Phone number & current E-mail address.
Job Types: Full-time, Contract
Experience:
- Business Analysis: Minimum 10 years
Languages:
- Fluent in English
Travel:
- Minimal from different office locations located within a short driving distance of each other
Education:
- Bachelor's preferred
Pay: $70.00-$90.00 per hour
Expected hours: 40.0 per week
Benefits:
- On-site parking
Work Location: Hybrid remote in Toronto, ON (Peel District)
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