Emtec, Inc.

Business Analyst - BMC-Remedy ITSM

Job Location CA-ON-Ottawa
Job ID

Company Overview

Emtec is a Global consulting company that provides technology-empowered business solutions for world class organizations. Our Global Workforce of over 1000 consultants provide best in class services to our clients to realize their digital transformation journey. Our clients span the emerging, mid-market and enterprise space. With multiple offices worldwide, we are uniquely positioned to deliver digital solutions to our clients leveraging Oracle, Salesforce, Microsoft, Java and Open Source technologies with a focus on Mobility, Cloud, Security, Analytics, Data Engineering and Intelligent Automation. Emtec’s singular mission is to create “Clients for Life” - long-term relationships that deliver rapid, meaningful, and lasting business value.


At Emtec, we have a unique blend of Corporate and Entrepreneurial cultures. This is where you would have an opportunity to drive business value for clients while you innovate, continue to grow and have fun while doing it. You would work with team members who are vibrant, smart and passionate and they bring their passion to all that they do – whether it’s learning, giving back to our communities or always going the extra mile for our client.

Position Description

The Business Analyst must have a wide range of knowledge with the BMC ITSM Suite of applications.  Emtec is placing an emphasis on quality soft skills, particularly around presales and generating a sense of confidence with new or existing clients.


Other responsibilities include, but are not limited to:

  • Participate in project management activities (e.g. SCRUMs) and perform as SCRUM Master when requested by Contractor PM;
  • Lead requirements gathering and refinement and development of detailed requirements;
  • Work with business sponsors very early in system development to define ITSM end-user roles and permission sets for system;
  • Facilitate and co-lead business functionality prototyping sessions with ITSM Tool specialists (especially customer-facing sessions);
  • Establish acceptance test criteria with customer;
  • Participate in definition of ITSM Tool related UAT and PROD sanity tests;
  • Ensure traceability of requirements to sprint “releases”;
  • Organize client-facing meetings and coordinate communications with client regarding development and test tasks;
  • Perform business analyses of functional requirements to identify information, procedure, and decision flows;
  • Evaluate existing procedures and methods, identify and document items such as database content, structure, application subsystems;
  • Develop data dictionary;
  • Define and document interfaces of manual to automated operations within application subsystems, to external systems, and between new and existing systems; and
  • Identify candidate business processes for re-design, prototype potential solutions, provide trade-off information and suggest a recommended course of action.

Must Have Skills:

  • 5+ years of proven functional skills working on a variety full life-cycle Remedy / ITSM projects
  • University degree or College diploma
  • Experience working with BMC Remedy AR System, ITSM Suite
  • ITIL v3 or ITIL mastery highly desirable
  • A valid Secret level security clearance is required as this work supports government client

Professional Skills:

  • Strong ability to manage client relationships
  • Excellent problem solving skills, creativity, and insight with the ability to dissolve crisis situations with clients
  • Strong interpersonal, presentation and communication skills
    • Comfortable in front of a technical or managerial audience
    • Ability to lead a workshop or small scale training course
  • Excellent written communication ability
    • Creation of quality presentations, white papers, etc
    • Writing the technical grids for proposal responses
  • Strong analytical and overall technical skills

Emtec is an equal opportunity employer


Canadian citizens with valid security clearance required as this work supports government clients




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