We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.
The Impact You Will Have:
As an IT Business Analyst, you will act as a trusted partner to the business — the single point of accountability who guides an IT request from its very first conversation through to a successfully delivered solution. You will own the full journey: assessing business needs, identifying and quantifying desired outcomes, eliciting and documenting requirements, collaborating with technical delivery teams, and evaluating results.
Your impact will be felt across the organization. Business stakeholders will rely on you to make sense of their technology needs and advocate for solutions that actually work. IT leadership will depend on you for clear pipeline visibility, prioritized recommendations, and the analytical insight that drives smart investment decisions. Delivery teams will count on you for requirements that set them up for success — not surprises.
This is a high-visibility role that sits at the intersection of business and technology. You will build the kind of trusted relationships that make things get done — and done well.
What You'll Do:
You will be responsible for managing the full lifecycle of IT system enhancement demands — spanning new functionality requests, incremental enhancements, and fixes — across a variety of platforms. Day-to-day, this means:
Request Intake & Qualification
- Engage with business stakeholders to understand the opportunity, intended outcomes, and organizational context of incoming requests.
- Assess and validate requests for business value, strategic alignment, feasibility, and risk — producing a clear qualification summary that informs prioritization.
- Maintain an up-to-date view of the IT request pipeline, with regular status communication to stakeholders and IT leadership.
- Apply consistent scoring and prioritization frameworks so leadership can make data-backed decisions about where to invest IT capacity.
- Identify and flag duplicate, redundant, or conflicting requests across the portfolio.
Requirements & Solution Definition
- Elicit, analyze, and document detailed functional and non-functional requirements through workshops, interviews, and working sessions.
- Produce high-quality BRDs, process flow diagrams, user stories, and use cases aligned to the applicable delivery methodology (Agile or Waterfall).
- Conduct current-state analysis and gap assessments to define root causes and the desired future state with precision.
- Collaborate with solution architects, developers, and platform SMEs to validate designs and maintain requirements traceability throughout the solution lifecycle.
Delivery Support & Validation
- Define and lead UAT — including test plans, test scripts, and coordination with business SMEs — to confirm solutions meet requirements.
- Support training development, change management, and post-go-live adoption so solutions are embraced, not just deployed.
- Track delivery progress, surface risks and blockers proactively, and keep stakeholders informed at every stage.
- Contribute to lessons learned reviews and continuous improvement of delivery standards.
Application Governance & Portfolio Visibility
- Maintain an accurate inventory of enterprise applications — what systems exist, what they serve, and their lifecycle status.
- Support oversight of key IT contracts and vendor relationships, including renewals, scope changes, and performance tracking.
- Identify gaps between current technology capabilities and evolving business demand, and surface findings to IT leadership.
- Correlate IT spend to the value of services utilized, supporting investment decisions with structured, evidence-based analysis.
Stakeholder Engagement & Business Relationships
- Serve as the day-to-day point of contact for business stakeholders on active and upcoming IT initiatives.
- Facilitate workshops, steering meetings, and cross-functional working sessions with professionalism and purpose.
- Build deep knowledge of the business units you support — their objectives, pain points, and operating context — and use it to add strategic value.
- Organize and present findings, recommendations, and updates in formats that are clear, compelling, and right for the audience.
Process Improvement & Insight
- Identify and champion opportunities to improve IT and business processes using value stream mapping, root cause analysis, and benchmarking.
- Define measurement frameworks for improvement initiatives and track outcomes over time.
- Support the development of scorecards and KPIs for IT service delivery and initiative performance.
- Source, analyze, and visualize data to validate business cases, support prioritization, and help leadership make informed decisions.
- Work with Power BI, Excel (advanced), or equivalent tools to produce accessible, self-serve analytics for the team.
Technology & AI Fluency
- Apply AI-assisted tools (e.g. Microsoft Copilot, Claude, or similar) to accelerate documentation, requirements drafting, meeting summarization, and business case analysis.
- Evaluate automation and AI opportunities within business processes and bring forward viable use cases to IT leadership.
- Use technology tools critically and responsibly — ensuring information validity, data confidentiality, and alignment with organizational policy.
What You'll Bring To The Table:
Experience
- 5+ years of progressive experience in a Business Analyst, IT Analyst, Demand Intake, or related role within a corporate IT environment.
- Demonstrated ability to manage an IT request or initiative from initial intake through to delivered solution.
- Hands-on experience producing BRDs, process flows, user stories, and UAT artifacts across a full project lifecycle.
- Proven experience working across both project-based and BAU (run-the-business) contexts.
- Experience contributing to application governance, IT asset inventory, or contract and vendor oversight is a strong asset.
- Experience with enterprise platform implementations (ERP, CRM, ITSM) or large business transformation programs is an asset.
Skills & Competencies
- Strong business acumen — able to quickly understand a business unit's objectives, pain points, and operating context.
- Structured analytical thinking — able to decompose complex problems and communicate clear, value-driven recommendations.
- Exceptional communication skills — equally comfortable presenting to senior leadership and facilitating workshops with operational teams.
- High documentation quality — produces clear, well-structured, and unambiguous artifacts with minimal rework.
- Comfortable operating with ambiguity and competing priorities without losing momentum or quality.
- Self-directed and proactive — takes ownership of work and actively manages professional development.
- Strong collaborator who also works effectively and independently when needed.
Technical Familiarity
- Proficiency with requirements management and collaboration tools (e.g. ServiceNow, Jira, Confluence, Azure DevOps, or equivalent).
- Proficiency with Microsoft Office — particularly Excel, Visio, and PowerPoint; SharePoint familiarity is an asset.
- Working knowledge of data analysis and visualization tools (Power BI, Excel pivot/dashboard, or equivalent).
- Fluency with both Agile (Scrum/Kanban) and Waterfall/SDLC delivery frameworks.
- Working knowledge of BPMN 2.0 or equivalent process documentation standards is an asset.
- Exposure to enterprise platforms (ERP, CRM, ITSM/ServiceNow, or similar) is a strong asset.
Education & Credentials
- Post-secondary degree or diploma in Business, Information Technology, Computer Science, or a related field preferred.
- CBAP or CCBA designation is preferred; candidates actively working toward certification will be considered.
- PMP, ITIL Foundation, or Agile certification (CSM, PMI-ACP) is an asset.
Compensation:
A reasonable estimate of the current base pay range for this position in Canada is $69,750 to $93,000 annually + 8% as target incentives.
Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.
Softchoice offers a comprehensive and competitive benefit plan to all full-time employees, which includes:
- Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program
- Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance
- Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
- Additional Perks: Employee Discount Program
Not sure if you qualify? Think about applying anyway:
We understand that not everyone brings 100% of the skills and experience for the role.
At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.
Why You’ll Love Working Here:
- The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
- High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
- Flexibility: Plan your workdays in a way that suits you best
- Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20 consecutive years
- Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
- Competitive Benefits: Benefit from competitive perks that start on day one
Inclusion & Equal opportunity employment:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.
Require accommodation? We are ready to help:
We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to [email protected]. We are committed to working with you to best meet your needs.
Our commitment to your experience:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.
Before you start with us, we will conduct a criminal record check, verify your education, and check your references.
When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.
Job Requisition ID: 7552
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