Senior Business Analyst, Service Management

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Our PRESTO’s Service Management Office is seeking a Senior Business Analyst to support Service Management activities in Service Delivery & Operations Division. This position reports to Manager, Service Management within PRESTO’s Service Delivery & Operations Group.
What will I be doing?

• Undertake industry research and build service benchmarks as they relate to service levels or service optimization
• Leads the development of documentation of new and modified IT Service Management operational processes and standard operating procedures (SOPs) for operational support groups Lead operational readiness for successful transition of services to operations to support project success
• Author Operational Service Level Requirements with vendors to meet business and Operational KPIs that would form contractual SLA into vendor contracts(eg: Availability, Reliability, Maintainability etc.) and service level requirements to meet business KPIs and Operations requirements for vendor contracts
• Oversight of vendors activities related to Introduction of new or modified services and process by use of metrics and controls to track vendor performance
• Recommend innovations of ITSM services in support of continual improvement and optimization
• Support Vendor Management, Project and Operations teams by gathering service scope and service level requirements for vendor contracts.
• Identify gaps in contracting with vendors to trigger service improvement
• Build and maintain ITSM Service catalogue of core services that support all products
• Design services attributes to support current and future, agreed upon products and associated desired levels of service.
• Perform financial management of IT Services. Manage Operations budget and track operations cost consumption against the approved budget. Conduct cost/benefit analysis and lead operating cost optimization and operations cost savings opportunities by liaising with operational and business stakeholder groups.
• Proactively identifies opportunities for process automation and standardization of business processes and workflows in alignment with LEAN principles

What Skills and Qualifications Do I Need?

• Experience in authoring Service Level Requirement
• Strong interpersonal, oral/written/presentation communications skills to manage stakeholder expectation. Communicates effectively and persuasively to varied audiences, technical, non-technical, senior management, in variety of setting
• Strong working experience in leading deliverable outcomes in multi-vendor environment
• Post-secondary degree in Computer Science, Information Systems, Engineering, Business Process Improvement, or a related discipline or a combination of education, training and experience deemed equivalent.
• Strong experience in working in and on ITIL Service Management processes. Certification in ITIL V3 Intermediate (Service Design, Service Transition and Service Operations module) or ITIL V4 is an asset
• Strong experience in using process improvement framework including LEAN. Certification in LEAN or equivalent experience in process improvement and optimization initiatives would be an asset.
• Minimum six (6) years’ related experience in IT Service Management and IT Service Transition
• Strong experience in managing and leading operations readiness to support transition of project to operations project management experience
• Experience with computerized quantitative and analytical tools (e.g. data modeling, workflows, and business process analysis) and with MS Office (Outlook, Word, Excel, Visio, PowerPoint, Project, etc.).
• Working knowledge of monitoring operating budget and leading cost savings opportunities
• Experience in oversight of vendor performance
• Demonstrates the ability to develop alternative solutions to problems and recommend the best solution for management decision making
• Strong experience in working in multi-stakeholder environment and managing diverse stakeholders

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email [email protected].
Application Process
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.