Senior Business Analyst to support the business processing with a Service Desk Focus for a client in the construction industry

Our client is looking for a Senior Business Analyst to support the business processing with a Service Desk Focus for a client in the construction industry.

*Role is onsite in Edmonton, AB*

Overview:

Our client is seeking a skilled Intermediate to Senior Business Analyst with a strong background in process design and optimization, particularly in a Service Desk or IT support environment. This role will play a pivotal part in building and refining business processes to improve efficiency, service delivery, and cross-team collaboration.

The successful candidate will work closely with stakeholders, including IT teams, end-users, and leadership, to assess current workflows, gather and analyze business requirements, and implement scalable solutions aligned with organizational goals.

Must Have's:

• 5+ years of experience as a Business Analyst, preferably in an IT or service desk environment.
• Strong knowledge of business process modeling techniques and tools.
• Familiarity with ITIL frameworks or service management principles is an asset.
• Excellent communication and stakeholder engagement skills.
• Experience with tools like JIRA, Confluence, or ServiceNow is a plus

Responsibilities:

• Analyze and document current service desk processes, identifying gaps and areas for improvement.
• Collaborate with cross-functional teams to gather requirements and define business needs.
• Develop, recommend, and implement optimized workflows and process models.
• Assist in the creation and enhancement of standard operating procedures (SOPs).
• Facilitate meetings and workshops to engage stakeholders and drive consensus.
• Monitor the effectiveness of new processes and make iterative improvements.
• Support change management initiatives and training related to process changes.
• Ensure alignment between business objectives and IT service capabilities.

Nice to Have's:

• Business Analyst certification (CBAP, PMI-PBA, etc.)
• Experience in the construction or utilities sector
• Technical background or familiarity with IT infrastructure components