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Business Analyst, Services Strategy & Development

Job ID R24_00001231
Team Engineering
Posted Date Jul 17, 2024
Location Remote - Canada  
Eligible for Remote  
Contract Type  
Security Clearance  


Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

The Business Analyst role will lead business and functional requirements gathering activities, business solution design and systems analysis in pursuit of the development and maintenance of CDW’s professional and managed service offerings. 

Join CDW Canada’s Services Strategy & Development team, and you’ll be at the nexus of the future of technology services at CDW; somewhere with flexibility, ongoing education, and opportunities to grow your career. Your innovative outlook and strong desire to learn will ensure we keep up with the latest practices, ideas, and trends in modern work.

A Fortune 200 leader, CDW is the trusted resource and technology expert that Canadian companies turn to most to solve all their information technology needs. Our customers rely on us to identify, implement, and maintain the technology that drives them forward, and know when they do business with CDW, they aren’t just getting cutting-edge technology solutions, they’re gaining a trusted Microsoft 365 Cloud Consultant.

In this role, you’ll have the option to work remotely or at the CDW Canada office closest to you.

What you’ll do

·        Collaborate with stakeholders to clarify project requirements and business objectives and acquire commitments.

·        Decompose business problems quickly and work with the project team to determine the root cause and provide solution alternatives.

·        Derive a detailed understanding of the stated business problem and objectives and work with the stakeholder and team toward resolution to achieve the objectives.

·        Plan and facilitate requirements gathering utilizing market data, focus sessions, one-on-one interviews, and job shadowing.

·        Utilize advanced modeling techniques to develop high-level system narratives, presentations, storyboards, use cases and user interface prototypes.

·        Develop test plans, ensure service quality assurance standards are achieved, and validate that business goals are accomplished.

·        Serve as a conduit/broker for cross-functional collaboration & knowledge sharing.

·        Perform quantitative & qualitative analysis to help justify the investment necessary to deliver a solution.

·        Build credibility and trust across stakeholder groups.

·        Work with service delivery (Professional and Managed Services) and Services Strategy & Development team members and leadership to ensure timely and complete delivery of work.

·        Produce sound analysis in support of Service Management decision makers to drive tactical and strategic department objectives.

·        Work with stakeholders to gather prioritized requirements, establish scope, select appropriate analytical methodologies, and set expectations for reporting, analysis or processes , in order to successfully  deliver offering development artifacts.

·        Develop actionable reports and tools that support effective management of capital, cost control, revenue generation and profit optimization.

·        Identify and contribute ideas to improve service outcomes and profitability through feedback processes, lessons learned and direct customer feedback.

·        Gather and prepare supporting analysis and design documentation from a business perspective.

·        Assist with alignment of project objectives and solutions to organizational business strategies and objectives.

·        Develop strong internal relationships with key stakeholders and subject-matter experts across the organization.

·        Act as an active contributor to internal process improvement and the continual evolution of the Service Development Framework by remaining current in offering development and service offering best practices.

·        Support the development of marketing material including one pager, service descriptions, datasheets and other artifacts

·        Work closely with the Program Manager to support the accurate, complete and timely delivery of all developments committed to on the Services Strategy & Development roadmap.

What you need to succeed


  • Bachelor’s degree 
  • 2 years experience in identifying and documenting business needs and specifications utilizing business analysis and system design techniques.
  • 2 years combined work experience in any of the following (or related) areas:
    • Process development
    • Project delivery
    • Managed Services
    • Security (SOC) Services
    • Compliance and Advisory Services
    • Technology Outsourcing
    • Offering development
  • Demonstrated work experience in process definition including facilitation, process documentation, change control, and process improvement.
  • Successful track record of facilitating and leading meetings, tailoring messages to the given audience.
  • Experience in evaluating information, identifying risks and opportunities, while possessing creative problem-solving skills with an understanding of business concepts and models.
  • Proven elicitation and facilitation skills of project and system requirements.
  • Demonstrated negotiation and persuasion skills, with the ability to enable win-win resolutions.
  • Excellent written and verbal and communication skills with the ability to effectively interact with all stakeholders.
  • History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines.
  • Critical attention to detail and solid creative problem-solving skills.
  • Highly proficient in Microsoft Office applications, including Visio and Project
  • Demonstrated ability to work independently and make sound business decisions.
  • History balancing multiple priorities simultaneously while meeting deadlines.
  • Demonstrated ability to effectively communicate process and service issues to stakeholders.


  • Previous work experience in a business analyst capacity.
  • Masters degree in Business or Advanced Information Technologies
  • Familiarity with cost/benefit and ROI data analysis.
  • Industry Certifications (PMP, CBAP, Six Sigma).
  • Strong conflict resolution skills.
  • Demonstrated influence without authority.
  • History in teaching or mentoring professionals.
  • Thought leader in advanced modeling techniques to help define business processes, system usage, behavior and information capture.
  • Working knowledge of compliance frameworks (e.g. NIST CSF, ISO 27001, PCI DSS, CMMC)
  • Moderate knowledge of all aspects of IT Service Delivery (e.g. Software development, Application support, infrastructure and networking, end user support, security, cloud native technologies)

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

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