Senior Business Analyst ITSM Change Management and Configuration Management Data Base CMDB
Senior Business Analyst ITSM Change Management and Configuration Management Data Base CMDB
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Job Description
PRESTO is an electronic transit fare payment system in the Greater Toronto Hamilton and Ottawa areas that eliminates the need for tickets passes and cash. PRESTO serves more than 5 million customers across 11 transit agencies and processes over $2.5 billion in fares through 67 million boardings per month (prepandemic). Today PRESTO offers one of the most globally advanced fare payment systems in the world having delivered new ways to pay for customers including real time PRESTO Contactless with credit and Interac debit and PRESTO in Mobile Wallet across its transit agency clients including the Toronto Transit Commission (TTC). Enhancing the customer experience through continuous improvement while working with our transit agency clients to support their needs and maintaining a system that performs exceptionally continue to drive PRESTO toward making transit better for all.
The Operations and IT Service Management department of Metrolinx Payments Division (Presto) is looking to hire a Senior Business Analyst ITSM Change management and CMDB. This position will be reporting to the Senior Manager Operations and will be managing the daytoday operations for the Transit Agencies as well as the vendors and service providers to ensure adhering to the SLA. This role will also be responsible for the full cycle change management and CMDB for Payments.
- Act as a subject matter expert (SME) for Change Management and CMDB processes ensuring alignment with ITIL best practices.
- Analyze and assess existing change and configuration management processes identifying gaps and opportunities for improvement.
- Work closely with Change Advisory Board (CAB) and technical teams to evaluate and approve IT changes minimizing risk and disruption.
- Responsible for endtoend change management and CMDB processes and continuous improvement opportunities for PRESTO devices.
- Managing communication between vendors stakeholders and internal departments related to change and CMDB.
- Oversight of vendor performance to ensure compliance with service level agreements.
- Ensuring accuracy timeliness and retention of reports measurements and documentation to contribute to audit readiness.
- Facilitating leading or participating in business process changes associated with system deployment or the rollout of new business programs and processes.
- Knowledge of computer hardware and software application normally attained through completion of a university degree in Information Technology Computer Science or any equivalent combination of education training and experience.
- Demonstrated work experience in operations providing a solid background inChange Management and CMDBbusiness analysis and project management as it pertains to the development of applications supporting corporate systems with experience in Asset Management reconciliation or product lifecycle management.
- Strong understanding of IT Service Management tools preferable Service Now and good working knowledge with centralized monitoring tools.
- Handson experience working with ServiceNow BMC Remedy or other ITSM/CMDB tools.
- Experience and understanding of ITIL Best Practices for readiness assessments and the development of business strategies process reengineering business case development and/or cost benefit analysis.
- Excellent analytical problemsolving and decisionmaking abilities with excellent written/oral communication and presentation skills; strong team leadership organizational and interpersonal skills.
- Must be comfortable working in an unstructured environment and high volume of requests and managing timelines.
- ITILV4 certification will be considered as an asset.
- Proficiency with MS Office PowerPoint Visio and MS Project.
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Required Experience:
Senior IC
Employment Type
Full-Time
