Business Analyst (Production Support, Azure DevOps, SharePoint)

Job Description

<p><b>Submission deadline:</b> October 16 (EOD)</p><p><b>Role:</b> Business Analyst (Production Support, Azure DevOps, SharePoint) - jr-to-intermediate level</p><p><b>Location: </b>Calgary (4 times a week in office - mandatory)</p><p><b>Duration:</b> until end of the fiscal year (March 31, 2026) with good probability of extension </p><p>hrs/week: 40</p><p><b>Rate: </b>40-50/hr, incorporated (depends on expertise and experience)</p><p> </p><p><b>Qualifications</b></p><ul><li>Experience with tools such as Azure DevOps, SharePoint, and the Microsoft Office Suite.</li><li>Practical experience with Agile methodologies such as Scrum, Kanban, XP, or Lean, preferably within an agile/scrum delivery environment.</li><li>Strong asset - knowledge or industry experience in oil and gas, mining, or regulatory processes related to engineering sectors</li><li>Bachelor's degree or equivalent experience</li><li>Familiarity with agile software development methodologies and the project management lifecycle</li><li>Certified Business Analysis Professional designation is an asset</li></ul><p><br></p><p><b>Responsibilities</b></p><ul><li>Support initial triage of production issues as they arise.</li><li>Navigating and responding to tickets in the ServiceNow queue.</li><li>Monitoring and managing incoming emails </li><li>Create and link tickets between ServiceNow and Azure DevOps (ADO), ensuring synchronization between systems</li><li>Assign tickets to appropriate technical teams based on service ownership and priority.</li><li>Track ticket lifecycles from intake to resolution, including closure and documentation updates.</li><li>Coordinate with technical teams, internal SMEs and end users to resolve issues.</li><li>Facilitate handovers and ensure continuity in support coverage</li><li>Update support rotation schedules and ensure coverage </li><li>Actively participate in triage sessions to support the core team in troubleshooting complex production issues.</li><li>Create and maintain support documentation for OneStop 2.0, including: Troubleshooting guides, Knowledge Base Articles (KBAs), Process documentation.</li><li>Promote a culture of continuous improvement and encourage a proactive approach to resolving production support issues.</li><li>Collaborate with management to define and track support metrics, dashboards, and KPIs related to production support activities.</li></ul><p></p>