Business Systems Analyst, Operations

3 weeks ago

Waterloo, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

**Role Summary**:
As a Business Systems Analyst and a member of the Business Systems Analysis team you will be assigned to the Application Operation Services - Call Centre Support Team. Working within this team, you will utilize your knowledge of business objectives and processes, products, people, technology and quality concepts to:

- Partner with business and technology areas to ensure the technology and process solutions delivered/supported meet the needs of the business partners and the appropriate level of quality based on risk
- Provide critical day-to-day technical and process support for the Call Centres
- Create and execute comprehensive test plans to ensure quality deliverables to the Call Centres

**Main Accountabilities**:

- Work closely with various IT teams within the organization to provide ongoing support and resolution for Call Centre issues in a timely manner
- Work closely with the Call Centres to maintain up to date lists of various Call Centre data required to support ongoing activities
- Work closely with the Call Centres and appropriate technical teams to manage all Call Centre rollouts (hardware and software)
- Shared responsibility for creating and maintaining up to date documentation
- Establish and maintain a trusted collaborative relationship and dialogue with Call Centre Management and teams and other business partners
- Work on the operations baseline team
- Facilitate the communication between the business and technology areas to address business issues.
- Partner with the technical staff to interpret the needs of the business, assist in the design of the solution, and deliver the expected result to our business partners.
- Communicate with our business partners in an effective and timely manner
- Ensure written documentation is clear, understandable, audience appropriate and accurately captures the key information required for a quality solution that meets business needs.
- Take ownership of support/project issues and engage the appropriate resources to reach solution
- Ensure potential issues are tracked and escalated in a timely manner
- Participate fully as a member of the team by supporting a work environment that promotes knowledge sharing, customer service, quality, innovation and teamwork.
- Gather, document, examine and manage business requirements on small baseline initiatives by following the current company development methodology. This involves managing/facilitating business requirements sessions, conducting interviews and maintaining or creating documentation
- Coordinate or participate in obtaining estimates from all team members and provide those to the business for review and approval for small baseline initiatives.
- Testing small enhancements prior to implementing into production.

**Competencies**:

- ** Enhanced Reliability Screening is required for this role**:

- Excellent command of the English language both verbal and written.
- Customer and results focused: ability to work with customers to understand and act based on their needs, assess risks, and achieve a valued result.
- Solid analysis, organization and problem solving skills
- Adaptable: maintains effectiveness while managing competing demands, dealing with frequent change, delays or unexpected events
- Dependable: Follows instructions in a timely manner, responds to management decisions and follows through on commitments
- Professional: Treats others with respect, reacts well under pressure and accepts responsibility
- Judgement: Uses sound and accurate judgement, supports and explains reasons for decisions and makes timely decisions.
- Leadership skills; ability to tactfully bring opinions, comments and thoughts forward
- Creates an open and trusting environment by sharing information in a timely manner
- Solid communication skills; ability to understand and accurately interpret the meaning, purpose and importance of verbal and non-verbal messages
- Ability to express ideas, thoughts and information so that it can be understood by others
- Writes logically and concisely ensuring meaning is clear and presented in a way that meets the user's needs
- Applies plain language principles, proper grammar and sentence structure
- Innovation; looks for new approaches to the way things are done
- Enables and inspires others
- Solid knowledge of business analysis principals and best practices

**Technical Skills**:

- Experi

  • Business Systems Analyst

    3 weeks ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Business Systems Analyst

    2 months ago

    Waterloo, Canada University of Waterloo Full time

    Overview: The Business Systems Analyst (Analyst) provides functional business analysis and project leadership in systems development related to student information systems and integrations of the University, while supporting major, more complex business processes. There are several critical aspects of support including provision of accurate and timely data...

  • Business Systems Analyst

    2 months ago

    Waterloo, Canada BlackBerry Full time

    Worker Sub-Type: Regular **Job Description**: Reporting to the Senior Manager of Customer Success, the System & Process Analyst will engage with both customers and internal cross functional teams. In support of customer acquisition, retention and growth; this role will have shared responsibility for ongoing operational activities as well as process and...

  • Business Systems Analyst

    3 weeks ago

    Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...

  • Business Systems Analyst

    5 days ago

    Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...

  • Business Systems Analyst

    3 weeks ago

    Waterloo, Canada Manulife Full time

    **_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you....

  • Business Systems Analyst

    1 week ago

    Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...

  • Associate Business Systems Analyst, Operations

    5 days ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Business Systems Analyst

    3 weeks ago

    Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...

  • Business System Analyst

    2 weeks ago

    Waterloo, Canada Ontario Teachers Insurance Plan (OTIP) Full time

    Company Description OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for an: **Business System...

  • Business Systems Analyst

    2 months ago

    Waterloo, Canada University of Waterloo Full time

    Overview: **Term: 1 year** **Responsibilities**: **Functional Knowledge and Leadership in Business Analysis and Development** - Provides business analysis for new problems or changing processes (may be introduced by legislative or policy changes) - Works closely with stakeholder groups (faculty, staff, students) to understand and interpret diverse...

  • Business Systems Analyst

    2 days ago

    Waterloo, Canada University of Waterloo Full time

    Overview: **Term: 1 year** **Responsibilities**: **Functional Knowledge and Leadership in Business Analysis and Development** - Provides business analysis for new problems or changing processes (may be introduced by legislative or policy changes) - Works closely with stakeholder groups (faculty, staff, students) to understand and interpret diverse...

  • Business Systems Analyst

    3 weeks ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Business Systems Consultant, aos Operations

    2 weeks ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Business System Analyst

    3 weeks ago

    Waterloo, Canada Heartland Farm Mutual Inc. Full time

    Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to...

  • Business System Analyst

    2 weeks ago

    Waterloo, Canada Heartland Farm Mutual Inc. Full time

    Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to...

  • Business Analyst Consultant

    1 week ago

    Waterloo, Canada Equitable CA Full time

    At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable...

  • Lead Systems Analyst

    4 days ago

    Waterloo, Canada Open Text Corporation Full time

    **Lead Systems Analyst - HR systems**: - Req id: 36618- Waterloo, ON, CA Richmond Hill, ON, CA Mississauga, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise...

  • Lead Systems Analyst

    2 weeks ago

    Waterloo, Canada Open Text Corporation Full time

    **Lead Systems Analyst - HR systems**: - Req id: 38337- Waterloo, ON, CA Richmond Hill, ON, CA Mississauga, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise...

  • Systems Analyst

    2 weeks ago

    Waterloo, Canada Lutherwood Full time

    STARLING COMMUNITY SERVICES IS DEDICATED TO SUPPORTING COMMUNITIES WHERE EVERYONE EXPERIENCES MENTAL WELLNESS, OPPORTUNITIES FOR EMPLOYMENT, A PLACE TO CALL HOME, AND A SENSE OF BELONGING. To better serve the diversity of our community, the agency is committed to embedding anti-racist, anti-oppressive practices, and perspectives into the fabric of our...