Business Analyst – Infrastructure

Business Analyst – Infrastructure
Onsite | Toronto, Ontario
Contract (Canadian Contractors Only)
Rate: $40–$85/hour (based on experience)

About the Role
The Infrastructure Business Analyst (IBA) supports internal IT infrastructure projects and initiatives by bridging business needs with technical delivery. This role is responsible for gathering and evaluating business requirements, coordinating change activities, maintaining accurate records and reports, and ensuring governance through ITSM processes.

Key Responsibilities
Business Analysis & Requirements Management
Elicit, analyze, document, and validate business and technical requirements for infrastructure initiatives
Translate business needs into clear functional and non-functional requirements
Support solution design through business impact analysis
Project & Initiative Support
Support planning, tracking, and execution of internal infrastructure projects
Assist with scope definition, milestones, dependencies, and deliverables
Identify and track issues, risks, assumptions, and dependencies
Track financials and project spend
Change & ITSM Management
Create and manage ITSM change records in ServiceNow
Ensure changes follow governance and change management processes
Attend CAB meetings to present and gain approval for infrastructure changes
Coordinate pre- and post-change communications and validations
Reporting & Documentation
Create and maintain reports, dashboards, and status updates
Maintain project documentation, records, and audit artifacts
Track KPIs, SLAs, change success rates, and operational metrics
Communication & Stakeholder Management
Act as a liaison between infrastructure, service management, and business stakeholders
Communicate changes, incidents, risks, and impacts clearly
Support incident, problem, and post-implementation reviews

Risk & Compliance
Identify operational, technical, and business risks
Ensure compliance with security standards and internal policies
Support audits and governance reviews
Required Skills & Qualifications
Proven experience as a Business Analyst in IT infrastructure or ITSM environments
Strong understanding of servers, networks, cloud, storage, and security
Hands-on experience with ServiceNow or similar ITSM tools
Knowledge of ITIL / ITSM change management processes
Strong analytical, documentation, and reporting skills
Excellent communication and stakeholder management abilities
Desired Skills
ITIL Foundation or higher
Experience in enterprise or regulated environments
Familiarity with Agile, Waterfall, or hybrid delivery models
Experience supporting CABs, audits, and governance forums
Project coordination

Please send your resume to: jim.nickolson@noramtec.com

Only candidates selected for the next stage will be contacted.
NORAMTEC Ottawa does not use AI tools for candidate evaluations. All posted roles are real and include salary ranges and posting dates.