Business Solutions Analyst, Enterprise Service Management
Top Benefits
About the role
Department Information Services & Technology - Enterprise Applications
Salary range $59,453.76 to $81,499.20
Hours per week 35
Grade 9
Posted date July 28, 2025
Closing date August 15, 2025
Position Type Full Time - Operating Funded
Description
This position is a part of the Non-Academic Staff Association (NASA).
This position offers a comprehensive benefits package.
Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at North Campus, Edmonton.
Working at the University of Alberta
The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.
The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.
Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.
Working for the Information Services & Technology (IST)
Information Services & Technology (IST) is the central support group for the university's technological landscape. IST plays a pivotal role in ensuring the evolution and smooth operation of technology for teaching, learning, research and working at the University of Alberta. Beyond having expansive technical expertise, IST fosters a supportive environment where our staff values include compassion, connection, collaboration, creativity and courage. If you are passionate about leveraging technology to empower education, research and to drive institutional excellence, join us and be part of shaping the future of the University of Alberta through innovative IT solutions.
Position Summary
The Business Solutions Analyst supports business requirements analysis, business process re-engineering, solution design, configuration, integration testing and continual service improvement in relation to the University of Alberta Enterprise Service Management solutions, tools and technology. The Business Solutions Analyst supports the Senior Business Solutions Analyst in the implementation and support of business solutions, coordinating the application change process and providing application support in collaboration with business services staff, Enterprise Applications staff, IST staff, and external service providers.
The Business Solutions Analyst provides in-depth application consultation to central business services departments, faculty & college administrative offices and campus users in business analysis documentation, enterprise solution analysis and design, change management and solution delivery. The Business Solutions Analyst leads requirements validation, analysis, design, configuration, testing and delivery efforts, resolves application problems and communicates solution training & procedure as they relate to the application.
The Business Solutions Analyst will ensure that solutions are documented for operations and maintenance purposes; will actively participate and manage application enhancement, feature enablement, upgrades or new implementation projects; and will manage and support the assets entrusted to them.
Duties
- Recognizes opportunities for business services to leverage technology for client self-service, automation of manual processes, automated business processes, improved
- Organizes, designs, configures, documents and executes testing in accordance to defined business processes, as part of system integration testing, including follow-up on deviations with subject matter experts and end users.
- Facilitates and participates in requirements gathering and analysis of discipline-focused application, module and feature functionality during upgrades and new development projects.
- Performs configuration (e.g., forms, workflows, business rules, catalogue items, integration services, reports), prototyping or proof of concept exercises to effectively evaluate or demonstrate solution feasibility, business value and potential benefits.
As it relates to Business Solutions Analyst - Enterprise Service Management within Core Business Solutions:
- Provides in-depth application analysis to business service areas and campus users in Enterprise Service Management administration.
- Participates in enterprise application change efforts, resolves application problems and communicates procedures and solutions as they relate to the Enterprise Service Management applications in collaboration with central business services partners and faculty staff.
- Provides support in the design, development and application of an overall application strategy for the University administrative applications in collaboration with central business services partners.
- Assists Enterprise Application staff, application service provider resources and project teams with security design to ensure adherence to established standards and practices.
- Understanding of security assurance practices as it relates to policy, procedure and management.
- Supports the setup and removal of University and system access for agents
- Knowledge and understanding of Freshservice (or equivalent) features, tools and technology, including but not limited to configuration, security administration, third-party integration, and reporting & analytics.
Qualifications
- Post-secondary degree or an acceptable equivalent combination of education and experience may be considered.
- 2 years of business analysis experience related to complex business process review, business process management and enterprise application implementation (design and configuration), enhancement and/or production support is required.
- Working knowledge and understanding of applications and technologies that include, partially include or similar to, but not limited to:
- Enterprise Service Management solutions (such as Freshservice, ServiceNow)
- Structured Query Language (SQL) syntax for relational database management systems like MS SQL Server or MySQL.
- Business Process Management, Workflow Administration and Automation Tools and Technology
- Data Query and Report Development Tools
- End User Training Tools and Techniques
- Application Testing Tools and Frameworks
- Microsoft Office or Google Suite Collaborative and Productivity Products
- Adobe Acrobat DC, Adobe XD
At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of inclusivity and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.
The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.
L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes ayant une orientation sexuelle ou une identité et une expression sexospécifique; et tous ceux qui peuvent contribuer à la diversification des idées et à l'université à postuler.
Note: This opportunity will be available until midnight August 15, 2025, Edmonton, Alberta local time.
About University of Alberta
The University of Alberta is one of Canada’s top teaching and research universities, with an international reputation for excellence across the humanities, sciences, creative arts, business, engineering, and health sciences. Home to more than 39,000 students and 15,000 faculty and staff, the university has an annual budget of $1.7 billion and attracts nearly $450 million in sponsored research revenue. The U of A offers close to 400 rigorous undergraduate, graduate, and professional programs in 18 faculties on five campuses. The university has more than 250,000 alumni worldwide.
The university and its people remain dedicated to the promise made in 1908 by founding president Henry Marshall Tory that knowledge shall be used for “uplifting the whole people."
Business Solutions Analyst, Enterprise Service Management
Top Benefits
About the role
Department Information Services & Technology - Enterprise Applications
Salary range $59,453.76 to $81,499.20
Hours per week 35
Grade 9
Posted date July 28, 2025
Closing date August 15, 2025
Position Type Full Time - Operating Funded
Description
This position is a part of the Non-Academic Staff Association (NASA).
This position offers a comprehensive benefits package.
Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at North Campus, Edmonton.
Working at the University of Alberta
The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.
The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.
Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.
Working for the Information Services & Technology (IST)
Information Services & Technology (IST) is the central support group for the university's technological landscape. IST plays a pivotal role in ensuring the evolution and smooth operation of technology for teaching, learning, research and working at the University of Alberta. Beyond having expansive technical expertise, IST fosters a supportive environment where our staff values include compassion, connection, collaboration, creativity and courage. If you are passionate about leveraging technology to empower education, research and to drive institutional excellence, join us and be part of shaping the future of the University of Alberta through innovative IT solutions.
Position Summary
The Business Solutions Analyst supports business requirements analysis, business process re-engineering, solution design, configuration, integration testing and continual service improvement in relation to the University of Alberta Enterprise Service Management solutions, tools and technology. The Business Solutions Analyst supports the Senior Business Solutions Analyst in the implementation and support of business solutions, coordinating the application change process and providing application support in collaboration with business services staff, Enterprise Applications staff, IST staff, and external service providers.
The Business Solutions Analyst provides in-depth application consultation to central business services departments, faculty & college administrative offices and campus users in business analysis documentation, enterprise solution analysis and design, change management and solution delivery. The Business Solutions Analyst leads requirements validation, analysis, design, configuration, testing and delivery efforts, resolves application problems and communicates solution training & procedure as they relate to the application.
The Business Solutions Analyst will ensure that solutions are documented for operations and maintenance purposes; will actively participate and manage application enhancement, feature enablement, upgrades or new implementation projects; and will manage and support the assets entrusted to them.
Duties
- Recognizes opportunities for business services to leverage technology for client self-service, automation of manual processes, automated business processes, improved
- Organizes, designs, configures, documents and executes testing in accordance to defined business processes, as part of system integration testing, including follow-up on deviations with subject matter experts and end users.
- Facilitates and participates in requirements gathering and analysis of discipline-focused application, module and feature functionality during upgrades and new development projects.
- Performs configuration (e.g., forms, workflows, business rules, catalogue items, integration services, reports), prototyping or proof of concept exercises to effectively evaluate or demonstrate solution feasibility, business value and potential benefits.
As it relates to Business Solutions Analyst - Enterprise Service Management within Core Business Solutions:
- Provides in-depth application analysis to business service areas and campus users in Enterprise Service Management administration.
- Participates in enterprise application change efforts, resolves application problems and communicates procedures and solutions as they relate to the Enterprise Service Management applications in collaboration with central business services partners and faculty staff.
- Provides support in the design, development and application of an overall application strategy for the University administrative applications in collaboration with central business services partners.
- Assists Enterprise Application staff, application service provider resources and project teams with security design to ensure adherence to established standards and practices.
- Understanding of security assurance practices as it relates to policy, procedure and management.
- Supports the setup and removal of University and system access for agents
- Knowledge and understanding of Freshservice (or equivalent) features, tools and technology, including but not limited to configuration, security administration, third-party integration, and reporting & analytics.
Qualifications
- Post-secondary degree or an acceptable equivalent combination of education and experience may be considered.
- 2 years of business analysis experience related to complex business process review, business process management and enterprise application implementation (design and configuration), enhancement and/or production support is required.
- Working knowledge and understanding of applications and technologies that include, partially include or similar to, but not limited to:
- Enterprise Service Management solutions (such as Freshservice, ServiceNow)
- Structured Query Language (SQL) syntax for relational database management systems like MS SQL Server or MySQL.
- Business Process Management, Workflow Administration and Automation Tools and Technology
- Data Query and Report Development Tools
- End User Training Tools and Techniques
- Application Testing Tools and Frameworks
- Microsoft Office or Google Suite Collaborative and Productivity Products
- Adobe Acrobat DC, Adobe XD
At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of inclusivity and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.
The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.
L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes ayant une orientation sexuelle ou une identité et une expression sexospécifique; et tous ceux qui peuvent contribuer à la diversification des idées et à l'université à postuler.
Note: This opportunity will be available until midnight August 15, 2025, Edmonton, Alberta local time.
About University of Alberta
The University of Alberta is one of Canada’s top teaching and research universities, with an international reputation for excellence across the humanities, sciences, creative arts, business, engineering, and health sciences. Home to more than 39,000 students and 15,000 faculty and staff, the university has an annual budget of $1.7 billion and attracts nearly $450 million in sponsored research revenue. The U of A offers close to 400 rigorous undergraduate, graduate, and professional programs in 18 faculties on five campuses. The university has more than 250,000 alumni worldwide.
The university and its people remain dedicated to the promise made in 1908 by founding president Henry Marshall Tory that knowledge shall be used for “uplifting the whole people."