Business Solutions Analyst - Enterprise Service Management

This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status. Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at North Campus, Edmonton. Reporting to the Enterprise Service Management Lead under Core Business Solutions in Enterprise Applications, the Business Solutions Analyst 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. The Business Solutions Analyst supports the Enterprise Service Management Lead in the implementation and support of business solutions, coordinating the application change process and providing application support in collaboration with business services staff, Enterprise Applications staff, IST staff and external service providers. The Business Solutions Analyst 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. The Business Solutions Analyst 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. The Business Solutions Analyst will ensure that solutions are documented for operations and maintenance purposes; will actively participate and manage application enhancement, feature enablement, upgrades or new implementation projects; and will manage and support the assets entrusted to them. Recognizes opportunities for business services to leverage technology for client self-service, automation of manual processes, automated business processes, improved data quality, support access to information, or an enhanced user experience. Organizes, designs, configures, documents and executes testing in accordance to defined business processes, as part of system integration testing, including follow-up on deviations with subject matter experts and end users. Facilitates and participates in requirements gathering and analysis of discipline-focused application, module and feature functionality during upgrades and new development projects. Performs configuration (e.g., forms, workflows, business rules, catalog items, integration services, reports), prototyping or proof of concept exercises to effectively evaluate or demonstrate solution feasibility, business value and potential benefits. 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. Application Instructions Click "Apply Now" to submit your resume and cover letter. This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA). This position offers a comprehensive benefits package .