Business Solutions Analyst – Enterprise Service Management

Role Overview

• Supports business requirements analysis, business process re-engineering, solution design, configuration, integration testing and continual service improvement in relation to the University of Alberta Enterprise Service Management solutions, tools and technology.
• Provides in-depth application consultation to central business services departments, faculty/college administrative offices and campus users in business analysis documentation, enterprise solution analysis and design, change management and solution delivery.
• Leads requirements validation, analysis, design, configuration, testing and delivery efforts, resolves application problems and communicates solution training and procedures as they relate to the application.
• Ensures that solutions are documented for operations and maintenance purposes; actively participates and manages application enhancement, feature enablement, upgrades or new implementation projects; and manages and supports the assets entrusted to them.

Requirements

• Post-secondary degree or an acceptable equivalent combination of education and experience may be considered.
• 2 years business analysis experience related to complex business process review, business process management and enterprise application implementation (design and configuration), enhancement and/or production support is required.
• Working knowledge and understanding of applications and technologies that include, partially include or similar, but not limited to:
• Enterprise Service Management solutions (such as Freshservice, ServiceNow)
• Structured Query Language (SQL) syntax for relational database management systems like MS SQL Server or MySQL
• Business Process Management, Workflow Administration and Automation Tools and Technology
• Data Query and Report Development Tools
• End User Training Tools and Techniques
• Application Testing Tools and Frameworks
• Microsoft Office or Google Suite Collaborative and Productivity Products
• Adobe Acrobat DC, Adobe XD
• Demonstrated experience providing in-depth analysis and administration of Enterprise Service Management (ESM) applications in support of business service areas and end users.
• Experience participating in enterprise application change initiatives, troubleshooting application issues, and communicating technical procedures and solutions to diverse stakeholders.
• Knowledge of application strategy development and experience supporting the design and implementation of enterprise administrative applications in collaboration with business partners.
• Experience contributing to application security design and working with technical teams to ensure compliance with established security standards, policies, and best practices.
• Understanding of security assurance principles, including governance, policies, procedures, risk management, and access control practices.
• Experience administering user and agent access, including provisioning, modifying, and removing system access in accordance with organizational policies and procedures.
• Knowledge and understanding of Freshservice (or equivalent) features, tools and technology including but not limited to configuration, security administration, third party integration, and reporting and analytics.

Tech Stack

• MS SQL Server
• MySQL
• ServiceNow
• SQL

Benefits

• Comprehensive benefits package