Senior Infrastructure Business Analyst (IBA) supports internal IT infrastructure projects and initiatives by bridging business needs with technical deliver

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. The IBA works closely with infrastructure, operations, security, and service management teams to manage risks, communicate changes, and support successful delivery of infrastructure initiatives.

Start - Feb 16, 2026

End Date - August 14, 2026 with possibility of extension

Work Mode - Hybrid. 3 days per week on site downtown Toronto

Work Hours per day - 7.25

Key Responsibilities

Business Analysis & Requirements Management

• Elicit, analyze, document, and validate business and technical requirements for infrastructure-related projects and initiatives
• Translate business needs into clear functional and non-functional requirements for infrastructure teams
• Support solution design discussions by providing business context and impact analysis

Project & Initiative Support

• Support planning, tracking, and execution of internal infrastructure projects and initiatives
• Assist project managers and technical leads with scope definition, milestones, dependencies, and deliverables
• Identify and track issues, risks, assumptions, and dependencies; escalate where required
• Track financials and project spend

Change & ITSM Management

• Create, update, and submit ITSM requests and change records in ServiceNow
• Ensure all changes follow established change management and governance processes
• Attend Change Advisory Board (CAB) meetings to present, clarify, and seek approval for infrastructure changes
• Coordinate pre- and post-change activities, including stakeholder communications and validations

Reporting & Documentation

• Create and maintain reports, dashboards, and status updates for stakeholders and leadership
• Maintain accurate project documentation, records, and audit artifacts
• Track KPIs, SLAs, change success rates, and operational metrics as required

Communication & Stakeholder Management

• Act as a central point of coordination between infrastructure teams, service management, and business stakeholders
• Communicate planned changes, incidents, risks, and impacts clearly and proactively
• Support incident, problem, and post-implementation review activities when required

Risk & Compliance

• Identify operational, technical, and business risks associated with infrastructure changes
• Ensure compliance with internal policies, security standards, and regulatory requirements
• Support audits and governance reviews by providing documentation and evidence

Must Haves

• Proven experience as a Business Analyst in IT infrastructure, operations, or service management environments
• Strong understanding of IT infrastructure concepts (servers, networks, cloud, storage, security)
• Hands-on experience with ServiceNow or similar ITSM platforms
• Solid knowledge of ITIL / ITSM change management processes
• Strong analytical, documentation, and reporting skills
• Excellent communication and stakeholder management abilities