Senior Business Analyst, ITSM Incident Management

Remote Toronto, ON

Contract Up to 12 Months

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

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 (pre-pandemic). 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 Incident Management. This position will be reporting to the Manager, Incident and Problem Management and will be managing the day-to-day 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 Incident management for PRESTO devices and reporting.

What will I be doing?

Managing the day to day operations for PRESTO devices.
Responsible for end-to-end incident management, process and continuous improvement opportunities for PRESTO devices.
Escalating incidents to appropriate vendors for resolution as well as continuous evaluation/identifying of process improvements.
Managing communication between vendors, stakeholders, and internal departments.
Managing workarounds as proposed by vendors in lieu of long-term solution. Reviewing and analyzing of reports to ensure business requirements are met as part of service delivery and operations.
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, including the development of justifying business cases, the allocation of work, and the acquisition of resources.
Working with the Vendor Management, Product Ownership, teams and service providers to develop key business metrics / performance measures to gauge effectiveness of the tool relative to business strategies. Identifying risks associated with the business and any potential impact on PRESTO’s operation.
Analyzing and translating business requirements into formal request documents and preparing executive summaries for management presentation and committee review.
Developing and documenting functional business requirements to enable the identification and definition of detailed business requirements and use cases based on document review, discussion, and other capturing methods.

What Skills and Qualifications Do I Need?

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 in incident management, business 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.
Experience and understanding of ITIL "Best Practices" for readiness assessments and the development of business strategies, process re-engineering, business case development and/or cost benefit analysis.
Strong understanding of IT Service Management tools preferable Service Now and good working knowledge with centralized monitoring tools.
Excellent analytical, problem-solving, and decision-making 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.
This role requires team members to be on-call duties on a rotational basis 24/7.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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