Infrastructure Analyst- Business Analyst II

About Bow Valley College

Bow Valley College is Calgarys college with local impact and global reach serving more than 15000 students. We launch our students
by preparing them for in-demand jobs through high-quality future-oriented education. We advance our graduates into careers in healthcare technology business entertainment arts social services and more contributing to our economy and community. We evolve our students through work-integrated learning upskilling and reskilling.

Proud to be named one of Canadas Top 50 research colleges our applied research focuses on health and educational technology and social innovation. Home to the Digital Entertainment Nexus Calgarys first esports arena and the Bears varsity team Bow Valley College is celebrating 60 years of student success. Learn more about the opportunities we create at .

Position Summary

The Infrastructure Analyst Business Analyst II plays a key role within the IT Infrastructure team reporting to the Associate Director IT Infrastructure. This intermediate-level position blends business analysis project coordination and operational support to deliver and sustain college-wide IT infrastructure services. The successful candidate will lead requirements gathering and analysis for ITS-led initiatives working closely with internal stakeholders technical teams and external vendors to translate business needs into clear technical addition to supporting the design and implementation of infrastructure projects the role includes contributing to occasional hands-on technical work across infrastructure systems and onboarding new team members to established project management tools processes and best practices.

A significant portion of the role focuses on infrastructure business analysis including gathering documenting and validating both business and technical requirements. The incumbent will develop process maps use cases and analysis artifacts and present findings recommendations and impacts to leadership. They will also support testing activities including the development of test plans and coordination of user acceptance testing ensuring solutions meet business needs and are ready for deployment. The role requires strong communication skills to interpret complex processes and effectively convey requirements to technical and non-technical audiences.

The position also emphasizes process compliance service governance and mentorship. The incumbent will manage and coordinate access permissions and licensing requests while ensuring IT Service Management (ITSM) processes are consistently followed and continuously improved. This includes monitoring ticket queues reviewing operational dashboards maintaining accurate service catalog entries within ServiceNow and collaborating with cross-functional teams to enhance workflows and automation. The role involves second-level troubleshooting support coordination with Desktop Support and Service Desk teams for service transitions and delivering end-user training related to infrastructure services. Additionally the analyst will track and report on key operational metrics such as service usage resource utilization and inventory data.

In the area of project coordination and delivery the Infrastructure Analyst will support the planning execution and close-out of infrastructure projects. Responsibilities include maintaining project documentation monitoring scope and risk facilitating communication between stakeholders and escalating issues related to resources timelines or budgets as needed. The incumbent will also liaise with vendors during project delivery and advanced support scenarios coordinate training sessions for new or enhanced services and contribute to post-implementation reviews and continuous improvement efforts.

This role is ideal for a collaborative and detail-oriented professional who thrives in a dynamic IT environment and is passionate about delivering high-quality infrastructure solutions that support institutional success.

Minimum Qualifications

• 5 years of related experience
• Diploma (Computer Science or Management Information Systems) or a related discipline
• Experience supporting a complex networked environment
• Familiar with Requirements gathering techniques and best practices.
• Proven ability to lead small and medium sized projects involving cross-functional teams
• Ability to solve complex work problems/inquiries.
• An equivalent combination of directly related education and experience may be considered.
• Ability to travel.

Preferred Qualifications

• Excellent customer service skills.
• Strong interpersonal and communication skills.
• Proven ability to mentor and coach other staff
• Expert knowledge of Windows Operating Systems.
• Demonstrate professional-level technical proficiency in network domain administration.
• Strong understanding of TCP/IP and operating system configuration.
• Working knowledge of network hardware software and peripheral equipment troubleshooting techniques.
• Familiar with Project Management best practices
• Familiarity with ITIL and ITSM processes and framework

If your education was received internationally we will require you provide an international education assessment through IQAS WES or one of the other nationally designated organizations upon hire.

Closing Date: May 15 2026

This opening is a continuous (exempt) position. Please note all successful candidates will be required to provide copies of government issued identification and proof of educational qualifications upon hire and may be required to provide an enhanced police information check.

Diversity and Inclusion Commitment

Bow Valley College is strongly committed to fostering diversity and inclusion within our community. We welcome applications from qualified candidates who would contribute to the further diversification of our employees including but not limited to visible minorities Indigenous peoples persons with disabilities and persons of any sexual orientation or gender identity.

Required Experience:

Manager