Business Systems Analyst - Service Management

We are looking for a Business Systems Analyst as part of the Service Management Office (SMO) centre of excellence to help mature Service Management capabilities and achieve the organization’s strategic priorities.

If you are passionate about supporting our business units by creating low friction and value driven processes and services, all while challenging the status quo, this is a great opportunity to grow and contribute to a world-class team!

Role Description

The Business Systems Analyst will support the successful delivery of enhancements or new functionality for our customers by gathering, documenting, and managing business requirements in an accurate and clear manner on behalf of the ServiceNow development team. The BSA will ensure the proposed solution will provide the intended value by following the team’s business analysis approach, will identify options for improving current processes and create new and innovative solutions that are fit-for-purpose.

What you will do:

The Business Systems Analyst will participate in the business analysis approach and requirements lifecycle management including current state analysis, eliciting functional and non-functional requirements, gap analysis, requirements documentation and/or modelling, and testing support for assigned initiatives and operational support work. The BSA will work within a team responsible for the overall execution and delivery of ServiceNow enhancements and new functionality. The BSA will:

• Define current and future states, manage risks and change strategy
• Collaborate with ServiceNow developers and QA test specialists to support successful delivery
• Administer, manage and maintain the Process Maturity and Design Accelerator (PMDA) tool, Navvia, inclusive of user account administration, licensing, workspace management, survey projects, and instance verification
• Identify, document, trace, maintain, prioritize, assess, review and approve business requirements with customers (requirements lifecycle management)
• Provide feedback and suggest improvements to the Senior BSA on the business analysis approach
• Create detailed specifications for development work, which will include work items such as use cases, user stories, wireframes, process models, source to target data mapping/transformations, and BI/Analytics as required
• Collaborate with customers to understand the opportunity and elicit business requirements
• Maintain up-to-date detailed specifications and maintenance support documentation as required
• Act as primary point of contact between Canada Life and the Vendor for PMDA issues and updates
• Create data validation scenarios/conditions associated with detailed specifications and document acceptance criteria
• Participate in project activities as required (such as project planning, design reviews, test execution tracking, retrospectives, etc.)

What you will bring:

• Strong knowledge/experience gathering requirements from business teams in an Agile Environment/Lab and developing requirements/specifications
• Solid understanding of online and data warehouse solutions
• IIBA ECBA/CCBA certification is an asset
• Applied experience using ServiceNow
• Data Modeling skills to support detailed specifications development for data integrations and BI/Analytics
• Strong written, verbal, and interpersonal communication skills
• Ability to work independently
• Highly collaborative team member
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work in an agile environment, focus on execution is a must
• Willingness to travel between London and Toronto offices as necessary
• Takes initiative; self-motivated and interested. Follows through to end of job, even when unexpected challenges occur
• ITIL4 Foundation certification
• Analytical problem solver. Looks beyond the obvious to seek out innovative solutions to problems. Helps to identify and communicate potential problems that others may not be aware of
• College diploma or University degree in Computer Science or IT Management, or equivalent experience
• Proven analytical and problem-solving abilities
• Keen attention to detail

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee  has the opportunity to  reach their potential.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact [email protected] .

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted .