Process and Systems Analyst

6 months ago

Vancouver, Canada E-Comm 9-1-1 Full time

**WHO WE ARE**

**OUR VALUES**

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

**WHO YOU ARE**

In addition, the Process and Systems Analyst may lead or support configuration, user acceptance testing, delivery and adoption of approved changes.

This role works at the intersection of people, process, and technology to bring a focus on continuous improvement to our Operations processes and procedures.

**WHAT YOU WILL DO**
- Collaborate with vendors and third-party service providers to ensure seamless integration and smooth operation of contact center technologies. Facilitate and/or assist with system and vendor selection processes and support subsequent related activities, including onboarding, implementation, and sustainment
- Work with IT and business teams to design, develop, and test CCaaS, Workforce Management and other technology solutions that meet business requirements. Lead user acceptance testing for CCaaS and other technology implementations while facilitating defect and issue management & resolution with third party vendors
- Lead and/or assist with the creation of project artifacts like business cases, schedules, and reporting. Lead ‘due diligence’ efforts for project planning and estimating and vendor or product selection. Assist and support project teams and business representatives throughout projects. Support change management for process improvements and technology implementations to effectively manage stakeholder engagement and change adoption. Develop criteria, scenarios, and scripts to support system and user testing.
- Ensure alignment with internal and external stakeholders on operational improvements for new or revised policies, processes or technologies. Provide guidance and support to end-users on new processes, policies and system functionality in collaboration with Training team. Create and maintain user guides, manuals and other change management-related materials

**WHAT YOU BRING**
- Minimum of five years of experience in a related Process and Systems Analyst role
- Bachelor's degree in a business, computer science, or technology-related discipline, or a combination of education, training and relevant experience
- Experience implementing a Contact Centre as a Service (CCaaS) solution
- Strong IT understanding and experience in Contact Centre technologies which may include IVR systems, ACD, CTI, call routing, workforce management, quality monitoring & reporting

Demonstrated experience completing process and systems analysis within a complex environment including gaining an understanding of:

- Rules, regulations, policies and procedures governing the work
- Problem definition and solution techniques applicable to the work performed
- Information systems methods, techniques and equipment used in the work
- Knowledge of the functions of departments and agencies served and their requirements in relation to computer operations

Experience with both on premise and cloud-hosted solutions and Smartsheet (our project management solution) is an asset

An understanding of various methodologies and frameworks like ITSM, SDLC, ITIL, change, quality, and Agile and waterfall methodologies is an asset

Excellent presentation, and written and verbal communication skills with the ability to communicate with all levels of the organization

Strong project management skills, including strong proficiency in:

- Methods, techniques, tools and software applicable to leading projects, estimating resources, and preparing project schedules
- Research, analysis, assessment and documentation of a variety of data and information
- Leadership in project planning and implementation, anticipate and analyze problems, and develop and recommend solutions

**SECURITY REQUIREMENTS**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

**WHAT WE OFFER**
- Competitive salary - with the opportunity for increases.
- Generous vacation plan.
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program.
- Excellent extended health and dental benefits.
- Employee Savings Plan - employer matched contributions to a savings account.
- Pension - employer matched contributions to Municipal Pension Plan, a defined benefits plan.
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

**Vaccination Policy**:E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**JOB DETAILS**
- Number of positions: Minimum of One (1)
- Job status: Regular Full-Time
- Hours of work: Monday to Friday, 40 hours per week
- Wage/Salary: P

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