Business Analyst, Organizational Processes

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Job Summary

The Faculty of Applied Science at UBC encompasses six engineering departments the School of Architecture and Landscape Architecture the School of Nursing the School of Community and Regional Planning four multidisciplinary programs five major research centres and the School of Engineering at UBC Okanagan. As UBCs fourth-largest faculty it operates across the Point Grey and Okanagan campuses as well as various off-site locations including health authority facilities.

Guided by bold and interconnected mission and vision statements transforming ourselves and transforming the world the Faculty is committed to reimagining its internal structures business models and culture to better reflect its values and strategic priorities. This internal transformation is foundational to achieving a broader societal impact.

In 2025 the Faculty initiated a multi-year transformation project to shift from a decentralized service delivery model to a centralized collaborative approach. This initiative aims to establish shared service streams for Human Resources Faculty Affairs Finance Student Services and Stores. The project involves a comprehensive redesign of service delivery across the Faculty to create a new Shared Service Centre.

To support the transformation to Shared Services within the Faculty of Applied Science the Faculty is establishing a Transformation Team to work with Faculty leadership and direct the work of individual Service Stream Leads. The Transformation Team will work closely with members of the Facultys Strategic Initiatives Office (SIO) which serves as the central hub for large-scale projects across the Faculty. Members of the Transformation Team must bring a high degree of expertise and autonomy and must collaborate effectively both laterally within the team and vertically with APSC leadership and stakeholders. This integration is critical to the success of the transformation.

As a core member of the Transformation Team the Business Analyst Organizational Processes (SBA) leads the design of the future-state business processes workflows and standard operating procedures that will form the foundation of the Facultys Shared Services Centre. With expertise in institutional transformation and operational streamlining the SBA works closely with Stream (portfolio) Leads to consolidate nine distinct unit-level approaches into a coherent scalable service delivery model that supports consistent efficient and people-centred service.

The SBAs work establishes the business-side logic that informs the ServiceNow technology enablement effort. While the ServiceNow implementation team translates workflows into system configuration the SBA ensures that business process decisions are well-defined internally coherent and aligned across service streams.

The SBA brings a collaborative facilitative and change-informed approach to understanding operational impacts and supporting transition planning. The SBA role is instrumental in overcoming resistance to change through clarifying workflows in ways that support smoother adoption and long-term sustainability.

Organizational Status
This role reports to the Executive Director Strategy and Planning and is an active member of the programs Transformation Team. Works closely with other key program roles including Program Manager Stream (portfolio) Leads Engagement Specialist Project Manager as well as a broad range of stakeholders including Department Heads School Directors Senior Administrators as well as a broad range of management and staff from administrative and academic units UBC IT and external entities including vendors.

Work Performed
Future-state service model & process design

• Develops an understanding of the functions and procedures of each workstream within each unit and at the Faculty-level.

• Leads the translation of unit-specific contexts to Faculty-wide coherence.

• Leads the design of future-state workflows service pathways SOPs decision points and hand-off structures across service streams.

• Works with Stream Leads and subject matter experts to define service scope role clarity and escalation or exception pathways.

• Facilitates co-design sessions to transition diverse unit-level practices into coherent shared standards.

• Proposes new solutions strategies and approaches for achieving desired end state outcomes.

• Ensures process designs reflect both operational effectiveness and the lived experience of key stakeholders (e.g. faculty and staff members).

Workflow documentation & business logic clarification

• Produces structured workflow documentation and service blueprints that clearly articulate how shared services will function in practice.

• Collaborates with the ServiceNow Business Analyst to ensure process documentation is sufficiently clear to support accurate system configuration. The SBA does not translate business requirements into system configuration requirements; this work is led by the ServiceNow Business Analyst.

• Confirms that business process and service model decisions lead system enablement not the reverse.

Strategic leadership and advisory

• Cultivates strategic working relationships with the APSC Executive Team and key internal stakeholders to enable large-scale organizational change.

• Leads and contributes to cross-functional conversations that streamline work strengthen collaboration and align processes and priorities across units the Faculty and the broader UBC system.

• Acts as a strategic partner to Stream Leads evaluating impacts dependencies trade-offs and sequencing considerations.

• Prepares clear briefing notes and recommendations to support leadership decision-making.

• Partners closely with the Program Manager Stream

• Proactively identifies potential friction points or operational risks. Develops approaches and tactics for informed change and transition planning.

• Understands and documents gaps concerns and risks and works with Program Manager and Stream Leads to resolve issues that impact the ability to stand up APSC Shared Services.

Transition and readiness input

• Works with subject matter experts to identify role changes workflow shifts skills and behaviour change requirements for future state operations.

• Advise on training needs grounded in process and role clarity.

• Designs and develops necessary support structures for the post go-live hypercare phase to sustain the change in consultation with Stream Leads and Program Manager.

Consequence of Error/Judgement
Decisions and actions taken by the Business Analyst Organizational Processes will have a direct impact on how efficiently and effectively the shared service stream governance systems and processes will perform and function. Errors in judgment poor analysis or failure to act decisively could have a detrimental effect and adversely impact the university community affecting up to tens of thousands of students faculty and staff and could result in lost productivity funding and revenue.

Supervision Received
Reports to the Executive Director Strategy and Planning Faculty of Applied Science and will coordinate work with the designated Program Transformation Lead (the Sr. Manager Strategic Initiatives & Planning). The incumbent is expected to integrate feedback and input from other taskforce and program team members and stakeholders.

Must be able to work independently as well as contribute actively and collaborate openly as a team member. Works within general policies and an administrative framework. Work is reviewed in terms of the achievement of specific objectives.

Supervision Given
Works closely and provides expertise to the Senior Leadership team and Service Stream leads. Makes recommendations to support the work of program team members such as project coordinators and communication coordinators and other staff assigned to operational projects.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of five years of related experience or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives including perspectives in conflict with ones own

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

Demonstrated ongoing career development through active and self-motivated professional development in the field of Business Analysis and Service Delivery.

Experience in higher education is an asset.

Working experience on enterprise-wide projects.

Demonstrated knowledge and proven experience in producing Business Requirements Documents use cases user scenarios user stories and Business Process Management Documents

In-depth knowledge of applications and the business requirements supporting them.

Working knowledge of project management quality assurance change management disciplines and best practices and development methodologies.

Skills

• Advanced ability to map analyze and redesign business processes.

• Ability to translate complex workflows into clear structured documentation.

• Strong facilitation and collaboration skills across diverse stakeholders.

• Change-aware mindset with understanding of how process change impacts people and culture.

• Clear grounded communicator able to simplify complexity and support shared understanding.

• Comfortable working in evolving environments with shifting priorities and able to manage responsibilities and tasks to meet time-sensitive critical deadlines.

• Effective leadership consulting consensus building conflict resolution negotiation and team-building skills are an asset.

• Develops and maintains a productive working relationship with project sponsors vendors and key clients.