Infrastructure Analyst- Business Analyst II

Bow Valley College•Calgary, AB

About The Position

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 solutions. In 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.

Requirements

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.
Ability to travel.

Nice To Haves

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

Responsibilities

Lead requirements gathering and analysis for ITS-led initiatives.
Work closely with internal stakeholders, technical teams, and external vendors to translate business needs into clear technical solutions.
Support the design and implementation of infrastructure projects.
Contribute to occasional hands-on technical work across infrastructure systems.
Onboard new team members to established project management tools, processes, and best practices.
Gather, document, and validate both business and technical requirements.
Develop process maps, use cases, and analysis artifacts.
Present findings, recommendations, and impacts to leadership.
Support testing activities, including the development of test plans and coordination of user acceptance testing.
Manage and coordinate access, permissions, and licensing requests.
Ensure IT Service Management (ITSM) processes are consistently followed and continuously improved.
Monitor ticket queues, review operational dashboards, and maintain accurate service catalog entries within ServiceNow.
Collaborate with cross-functional teams to enhance workflows and automation.
Provide second-level troubleshooting support.
Coordinate with Desktop Support and Service Desk teams for service transitions.
Deliver end-user training related to infrastructure services.
Track and report on key operational metrics such as service usage, resource utilization, and inventory data.
Support the planning, execution, and close-out of infrastructure projects.
Maintain project documentation, monitor scope and risk, and facilitate communication between stakeholders.
Escalate issues related to resources, timelines, or budgets as needed.
Liaise with vendors during project delivery and advanced support scenarios.
Coordinate training sessions for new or enhanced services.
Contribute to post-implementation reviews and continuous improvement efforts.