Business Analyst

4 weeks ago

Toronto, Canada Legal Aid Ontario Full time

**Company Bio**

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

**Primary function**

Home Location: Toronto
Secondary locations: not applicable

Reports to: Operations Manager, Intake Operations Support

**Key accountabilities**
- Elicit and define business requirements for department initiatives.
- Translate high level business requirements into a detailed Business Requirements Document for review by multiple stakeholders.
- Conduct functional, user acceptance and regression testing; manage project implementation and issue tracking.
- Manage the migration of the Contact Center solution from the legacy system to the new CCaaS platform, participating in or leading discovery sessions to ensure all requirements are captured.
- Create, maintain and implement auto attendant and IVR menus as well as call routing configurations.
- Act as a liaison between the Contact Center, IOS and other LAO departments
- Develop and maintain a strategic and operational framework for the continuous evaluation and improvement of business practices.
- Collaborate with cross-functional project teams to deliver process improvement initiatives that enhance client satisfaction.
- Analyze Contact Center metrics and reporting to support business process improvements through data gathering and analysis.
- Troubleshoot and resolve user issues and minor technical problems.
- Work with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities
- Provide recommendations to the Operations Manager and IOS Director on process improvements, technology changes or client service strategies
- Lead or assist with drafting RFI’S and RFP's, assess proposals and participate in the vendor selection process.
- Develop and implement processes for tracking system activities and identifying risks
- Collaborate with teams to design and develop job aids for new business initiatives or process changes, including technical documentation.
- Draft and review business notes for Contact Center and IOS initiatives involving process changes or service/ product acquisitions.
- Assist with inventory management and support the Contact Center on-boarding process.
- Ensure all Contact Center users and operations support staff are supported with appropriate tools and technologies. Perform other tasks as needed

**Required skills & experience**
- Expert knowledge of Contact Center operations, reporting and analytics and technologies (Minimum 5 years’ experience)
- Business or IT related degree or Business Analysis related certification; Certified Business Analyst Professional (CBAP) is considered an asset.
- Advanced expertise in requirements gathering, gap analysis, business process mapping and user interface mock-ups
- Experience drafting business notes and clear, concise documentation for various stakeholders.
- Proven analytical skills in a call center environment, with a strong understanding of contact center metrics and reporting.
- Experience leading or participating in the implementation or migration of a contact center solution or platform.
- Experience with functional, user acceptance and regression testing as well as project implementation and issue tracking
- Experience with drafting test plans, test cases or scripts to support system rollout.
- Experience with auto attendant and IVR setup and call routing configurations.
- Good understanding of network requirements for new and existing user setup.
- Broad understanding of t IT department operations and challenges, particularly in the context of contact center technology
- Solid knowledge of project life cycle and project management principles.
- Advanced computer skills that including proficiency Word, Excel, PowerPoint, Visio and Teams; MS Project is an asset;
- Strong verbal and written communication skills with the ability to effectively interact with all management levels and technical teams.
- Experience in creating technical job aids and delivering training and/or demos to end users and stakeholders.
- Vendor management experience including RFP/ RFI processes and vendor evaluation
- Strong presentation skills
- Highly developed interpersonal, conflict resolution, and problem solving skills
- Demonstrated flexibility and adaptability to respond to fast-changing business needs and priorities
- Strong organizational and time management skills to manage multiple tasks and deadlines effectively.

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