Business Analyst

7 months 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 meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

We are looking for highly motivated **Business Analysts **to join our Service Experience Value Stream which supports Canadian Segment Operations teams.

Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment Operations, such as Amazon Connect and Salesforce. The incumbent will be responsible for supporting the implementation of diverse initiatives as part of an agile squad. The Business Analyst will work in a customer-centric environment that ensures excellent service delivery for all internal and external clients. This role will be accountable for analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, executing business acceptance testing, and change management activities to ensure successful delivery of initiatives. In addition, the Business Analyst will recommend options to help determine the solution and work with business partners to ensure the implemented solutions will meet business expectations.

**Responsibilities**
- Fulfill the business analyst role as part of a high functioning agile squad on initiatives within the Service Experience Value Stream to identify and assess business impacts and risks, solve complex issues, provide recommendations on options, and help define end state of desired changes.
- Delivery of successful initiatives in a timely manner based on project objectives and success criteria.
- Identify and escalate key risks, issues and dependencies and provide potential options that algin with the overall project objective.
- Proactively engage with stakeholders and SMEs to identify and document business requirements through user stories and acceptance criteria.
- Work collaboratively with our IT partners through the analysis, development, testing & implementation phases.
- Execute user acceptance testing including preparation of test plans, execution of test cases, documentation of results and filing of defects.
- Provide input into internal and external communications and user documentation.
- Measure the success of changes implemented through key performance indicators (KPIs) and user feedback.
- Support and contribute to overall project & initiative deliverables.
- Support implementations & system rollout periods.
- Look for ways to improve/ streamline the way we work and how we service our customers and stakeholders.
***Qualifications**
- **Bachelor’s degree in related field will be an asset.**
- **At least 2 years of Business Analysis or consultant experience and a good understanding of business analysis methodologies, user acceptance criteria & workflow/process design.**
- **Good understanding of project management practices.**
- **Process modeling and analysis skills including but not limited to information gathering, gap analysis between current and future state along with root cause analysis.**
- **Thorough knowledge and experience with testing including creation of test plan and execution.**
- **Ability to identify continuous improvements through knowledge and understanding of analysis and the BA discipline.**
- **Ability to identify tasks and deliverables and provide estimates of your required effort.**
- **Proven experience in learning new products, technologies, and tools.**
- **Strong collaboration and team building skills.**
- **Excellent multitasking, prioritization, and time management skills.**
- **Aptitude and willingness to learn.**
- **Results oriented individual and an innovative, critical thinker.**
- **Understanding of Contact Centre operations is an asset.**
- **Understanding of AWS and Salesforce is an asset.**

**Attributes**
- **Adaptability/Flexibility: proven ability to modify own approach to meet changing expectations, situations, and priorities.**
- **Conceptual Thinking: ability to make the complex simple or link together things not obviously related.**
- **Problem Solving: identifies optimal solutions based on the analysis of causes.**
- **Planning: thinks through the details for implementing a course of action.**
- **Analytics Skills: Strong analytical skills with the ability to clean and interpret large datasets and incorporate external factors with the aptitude to relay details to stakeholders.**
- **Excellent Verbal and Written Communications: able to clearly communicate details such as the business requirements, requested changes, issues with impact assessment and recommendations.**
- **Strong negotiation and influencing skills with ab

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