Business Systems Analyst, Operations

6 months 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

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