Business Analyst

Business Analyst On behalf of our client, Procom is seeking a Business Analyst for a 13 month contract position, working remotely. Business Analyst Description Our client has identified the need for a Business Analyst (BA) to augment our Enterprise Service Management (ESM) team as we replace our existing Case Management and Customer Service platform. This BA will manage requirements through our software development life cycle (SDLC) as we configure and implement Microsoft products to replace existing systems. They will also work with multiple departments to bring their support desk and service delivery operations onboard the Microsoft solution once it is ready. Business Analyst Responsibilities Establish Service Desk and Delivery requirements from the perspective of Customers, Customer Service Agents, and Management Capture Case and Knowledge Management standard process and procedures Work with Project Team to plan and execute development sprints Test configuration and/or development that is deployed to meet requirements (Quality Assurance) Facilitate user acceptance testing Develop education, support and communication materials Conduct education sessions for user community Provide client support for the groups that we’re working with Facilitate sessions with stakeholders and assist with communications and coordination Business Analyst Mandatory Skills Minimum of 10 years of experience acting in the role of a Business Analyst in an Information Technology environment Industry Experience / Technical Knowledge – good knowledge and understanding of: ITIL Process Diagramming Customer Journey Mapping Case Management, Service management (e.g. Lagan, Microsoft Dynamics, Service Now, Ivanti) Software development / configuration Requirements stewardship and quality assurance management in the software development lifecycle Organizational skills Proficient at managing time and multiple concurrent priorities Effective planning skills Proven interpersonal and verbal/written communication skills; ability to maintain professional working relationships. Able to work and contribute as part of a successful team Customer Service skills Communication Skills Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts. Municipal Services Should have some understanding of municipal services and structure Business Analyst Assignment Length 13 months Business Analyst Location Sherwood Park AB Business Analyst Start Date Nov 1, 2022