Business Analyst - Service Management

Business Analyst - Service Management
Employment type: Full-time
City: Charlottetown
Last visit: 2014-03-17
Author's ads: 1

Posted: 2014-03-17


With a history of three decades supporting Canadians, Invesco operates in Canada

under the Trimark, Invesco and PowerShares product brands. Invesco Ltd. is a leading

independent global investment manager, dedicated to helping investors worldwide

achieve their financial objectives. By delivering the combined power of our distinctive

investment management capabilities, Invesco provides a wide range of investment

strategies and vehicles to our retail, institutional and high-net-worth clients

around the world. Operating in more than 20 countries, the company is listed on

the New York Stock Exchange under the symbol IVZ. Additional information is available


Job Purpose (Job Summary):

To provide business analyst capabilities to the IT Service Management Office, by analyzing business needs for efficient and cost-effective systems and/or business processes and to facilitate the design, testing and implementation of systems and processes in accordance with company methodology and ITSM Office requirements. Business analyst will report to ITSMO Director and interface directly with Process Managers and Owners addressing and solving complex customer issues.


Key Responsibilities / Duties:

Gather and analyze information on existing business processes in order to make recommendations that seek to improve business systems and processes.

Analyze and document user requirements for enhancements to business processes and reporting. May involve investigation of third party vendors, procedures or systems.

Produce clear and unambiguous documentation to detailed proposed solutions/recommendations.

Lead reviews of requirements and designs with relevant stakeholders to obtain agreement and sign off of proposals.

Participate in creating estimates of cost and effort along with implementation plans to enable timely implementation of process or report enhancements.

Work as part of a project team, reporting progress and escalating issues to management as appropriate.

Escalate issues in a timely manner as appropriate to ensure successful completion of process and report enhancements.

Take ownership and responsibility for appropriately sized process improvements and assignments.

Adhere to standards set by the ITSMO standard policies, procedures and practices.

Serve as a subject matter expert on IT Service Management, including, but not limited to reporting of metrics / processes and general reporting, further defined below

Provides Customer Support (50

Acts as IT single point of contact to engage resources and facilitate new or enhanced service requests.

Provides input back to the appropriate service owner(s) regarding service improvement and feature requests made by customers.

Communicates with and assures key stakeholders are informed throughout all service outages that significantly impact business operations.

Facilitates meetings with ITS resources and customers to collaborate on key business requirements, goals, and objectives.

Brokers the appropriate resources to participate in common or enterprise-wide initiatives.

Interacts with customers to solicit and analyze business needs and review project requests.

Contributes to Process Management and Improvements (40

Supports process owners and managers with process execution, management, and improvements.

Interacts with incident manager to facilitate resolution of complex, critical, or aged incidents.

Assists and provides backup to one or more process manager roles.

Coordinates and supports IT governance process through reporting and participating in committee meetings.

Supports ITS Key Initiatives (10

Interacts with service owners to establish and launch new services and to expand ITS offerings across the enterprise.

Facilitates meetings with business units to discuss and evaluate major technology investments and support levels.

Work Experience / Knowledge:

Minimum of 1 year proven experience developing the skills required for the business analyst role

This will include carrying out business process reviews and/ or production of business requirements

Experience creating detailed cost / benefit analysis

Able to demonstrate knowledge and use of structured business analysis techniques

Experience analyzing business or technical problems and proposing and implementing solutions

IT literate with good knowledge of the Microsoft suite of products, including Project and Office

Knowledge of process documentation and testing tools

Broad knowledge of systems and business processes in use for the relevant business areasSkills / Other Personal Attributes Required:

Excellent verbal and written skills (to include process flowcharting and formal business solutions documents)

Able to work in a global, multicultural environment

Able to influence and build relationships at all levels of staff

Must demonstrate a strong customer focused attitude and understand the fundamentals of customer service

Excellent analytical and problem solving skills

Ability to manage conflict well

Structured, disciplined approach to work, with attention to detail

Good inter-personal skills combined with willingness to listen

Ability to analyze requirements and problems and to propose innovative but workable solutions

Disciplined time management skills

Ability to multi-task and work on more than one initiative at a time

Flexible - able to meet changing requirements and priorities

Self motivated. Capable of working with little or no supervision

Ability to react positively under pressure to meet tight deadlines

Able to work independently or as a team player

Maintenance of up-to-date knowledge in the appropriate technology areas

Enjoy challenging and thought provoking work and have a strong desire to learn and progress

ITIL process knowledge preferred but not requiredFormal Education: (minimum requirement to perform job duties)

A Bachelor's Degree, Graduate or Graduate Caliber, or equivalent qualification is preferredLicense/Registration/Certification: (minimum requirement to perform job duties)

Business analysis training and/or certificates (i.e. PRINCE II, Foundation or Practitioner; or ISEB Certificate in Business Analysis) are preferredWorking Conditions:

Normal office environment with little exposure to noise, dust and temperatures.

The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary.

Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.

Hours may include evenings and/or weekends

Willingness to travel both domestically and internationally. Frequency and duration to be determined by manager. 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.


Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.

Industry: Financial Services and Banking

Job Category: Technology and Digital Media