Senior Business Analyst, IT Field Services

Job Description The Senior Business Analyst – IT Field Services provides advanced business analysis, implementation leadership, and remote and onsite support for consumer, operator, partner, and employee-facing applications used at Aramark Canada client and field locations. This includes Point of Sale (POS), payment solutions, mobile applications, digital signage, consumer-facing technologies, and other business-critical hospitality systems. The Senior Business Analyst acts as a senior liaison between business stakeholders, field operators, clients, vendors, and internal IT teams throughout the technology lifecycle, from discovery and requirements definition through deployment, post-launch stabilization, issue resolution, and continuous improvement. This role is expected to lead complex analysis and implementation activities, influence decision-making, identify operational risks and dependencies, and ensure field technology solutions are practical, scalable, supportable, and aligned with business objectives. Success in this senior role requires strong business partnership, communication, analytical, facilitation, and problem-solving skills, with the ability to translate complex operational needs into clear requirements, recommendations, implementation plans, and sustainable support models. Job Responsibilities Lead advanced business and end-user support for field technology solutions, including incident analysis, service and enhancement request assessment, root cause analysis, trend monitoring, escalation coordination, and SLA follow-up. Lead implementation activities for supported technology solutions, including scope alignment, stakeholder readiness, timelines, site readiness, testing, cutover planning, deployment support, and post-launch stabilization. Lead the gathering, analysis, documentation, and validation of business and functional requirements, including current-state processes, future-state needs, operational gaps, dependencies, data considerations, risks, and opportunities for improvement. Facilitate senior stakeholder discussions, drive alignment on business needs and solution approach, document decisions and approvals, and recommend practical technology or process improvements aligned with operational and strategic objectives. Partner with vendors, technical teams, business stakeholders, Operational Excellence (OPX), regional leaders, and field operators to resolve complex issues, validate fixes, implement corrective actions, improve system performance, and reduce recurring support demand. Provide clear, timely, and audience-appropriate updates on initiatives, implementations, support activities, risks, decisions, dependencies, and issue resolution to business and IT stakeholders. Develop and maintain support documentation, rollout materials, training resources, knowledge articles, process flows, and implementation playbooks; support adoption, knowledge transfer, operational readiness, and continuous improvement across field technology solutions. Working Conditions Remote work is supported; travel is required approximately 20%. Occasional after-hours and weekend work may be required to support deployment cutovers and time-sensitive operational issues. Qualifications Post-secondary education in Information Technology, Business Analysis, Business Administration, or a related field, or equivalent professional experience. 5+ years of experience in business analysis, application support, technology implementation, or IT field services, preferably supporting POS, payment systems, hospitality technologies, or other business-critical applications. Strong business analysis, facilitation, communication, interpersonal, analytical, documentation, and stakeholder management skills. Demonstrated ability to assess complex operational and technology issues, identify root causes, evaluate options, and recommend practical, supportable solutions. Ability to manage multiple priorities, lead analysis and implementation activities, influence without authority, and deliver timely, accurate outcomes in a fast-paced field environment. Strong preference for candidates who are bilingual in English and French, with the ability to communicate effectively with stakeholders across Canada, particularly in Quebec and Atlantic Canada. Experience developing documentation requirements, process flows, test plans, implementation plans, training materials, support procedures, or knowledge articles is preferred. About Aramark At Aramark, we empower our people to create moments that matter through exceptional hospitality experiences. We serve more than a dozen industries with pride and passion, building community, connection and careers all across the world. You'll be surrounded by some of the most innovative minds in the industry and powered by our shared mission to pursue what matters. Here, you'll have the opportunity to do great things for our people, our planet, our partners and our communities. We believe a career should develop your talents, fuel your passions and enable your growth. Supported by committed leadership, you'll be empowered to try new things and find solutions to tough problems. No matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is to help you reach your full potential and pursue what matters. What We Offer You Time to Recharge : Three weeks of paid vacation for all new salaried hires, plus 3 personal/flex days dedicated to your mental health and well-being. Comprehensive Health Benefits (No Waiting Period!) : From day one, enjoy coverage for dental, prescriptions, vision, massage therapy, and more—because your health matters. Future Security : A Self-Directed Pension Plan where every dollar you contribute is matched with two by Aramark—helping you grow your retirement savings faster. Well-Being Support : Access Aramark’s Employee Assistance Program for confidential resources and support for you and your family whenever you need it. Inclusive Community : Be part of our Employee Resource Groups (ERGs), where we celebrate diversity, build connections, and support one another. Continuous Learning : Benefit from Educational Assistance to support your growth, plus scholarships for your children entering post-secondary studies. Career Growth : Clear career path planning and development opportunities tailored to your skills and aspirations. Safe & Supportive Workplace : We are deeply committed to providing a safe, healthy, and positive work environment for all. The pay range for this position is $75,000.00 - $85,000.00.