Analyste d’affaires
ITIL, LEAN
Description Job description and responsibilities :

• Capture and maintain a macro view of all IGM ITSM processes through a process inventory
• Conduct process current state analysis, clearly identifying roles performing activities, integrations with systems, and key inputs and outputs between activities
• Meets with stakeholders to appropriately capture all details, edge cases, documents all findings, and reviews to ensure understanding
• Elicits process gaps and opportunities within the current state and determines benefit anticipated and effort to implement for each opportunity
• Attempts to standardize processes for all IGM Tech vendors and provides impact analysis/rationale if standardization is not possible
• Determines appropriate method to institutionalize the process, depending on the groups impacted/stakeholders, including the creation and maintenance of runbooks/playbooks/procedures for affected/interested stakeholders to execute the process
• Conducts regular assessment of current state processes against governance gaps, lack of understanding in processes, or processes not being followed
• Development of RACI matrices and Venn Diagrams as required to indicate clear roles and responsibilities for processes
• Development of supporting policies and standards to accompany processes, as required
• Creation and maintenance of process and procedure templates/standards
• Process maturity assessment development, data collection, and insights
• Develops and maintain process and relevant training and communication plan and associated materials
• Seeks methods to increase process effectiveness while minimizing costs
• Creates and maintains a central document repository for governance and processes while promoting compliance and continued adoption

Qualifications:
Required
· Strong business analysis background, including strong facilitation and process diagram (activity diagrams with swimlane) experience
· Excellent communication and active listening. Ability to capture understanding in real time to generate effective meetings and process design.
· Proven experience in current state, gap/opportunity analysis, and target state development
· Proven experience in institutionalizing target state processes within organizations
· Strong conflict management skills
· Demonstrated experience in influential communication to senior management and stakeholders with proven leadership skills
· Strong verbal and written communication skills, problem solving skills
· Self-starter
· Ability to work across functional areas to drive continuous improvement
· Ability to work in challenging and ambiguous environments
· Ability to use data-driven techniques, analyze and interpret data
· Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
· Strong customer experience and service orientation mindset
· Post-secondary education in Computer Science, Business Analysis, or other process analysis related certification

Assets:
· ITIL v3+ Foundation certification or similar
· CBAP or CCBA certification
· Experience in Value Stream Mapping
· Lean Six-Sigma certifications
· UML 2.0 use case and activity diagram experience
· Tool Experience: ServiceNow, Sharepoint, Navvia,

i
N° de poste 2853
Lieu Toronto
Statut Contractuel