Business Analyst

7 months ago

Halifax, Canada Eastlink Full time

Eastlink

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

Reporting to the Senior Manager, Process Improvement, the Business Analyst assists in managing and coordinating the launch of new systems and process initiatives in all five lines of business. The main deliverables associated with this position are to provide general guidance to effectively and efficiently design and roll-out new programs or projects, plus maintaining our employee resources (KIP, Procedure Flow, etc.).
Position Overview
- Responsible for analyzing business requirements, developing business use cases, project definition, and business process modeling across all lines of business.
- Responsible for working with cross functional teams to build and develop Eastlink’s virtual assistant and AI improvements.
- Designing new processes for new initiatives and managing projects as required. These responsibilities support our vision of creating a high quality and consistent customer experience for our customers during every interaction.
- Oversees change management, defining business scope, and implementation plans, contributing to training needs analysis and ensuring changes are properly documented.
- Key contributor and publisher for our frontline knowledge tools.
- Assists in the development of policies, procedures, and strategies to support our business objectives and minimize risk by providing comprehensive analysis and understanding of all impacts to frontline agents, the business, and customers.
- Access, analyze, and recommend changes to tools, systems, workflows and processes to ensure they are efficient and effective as enablers to world-class customer care and customer experience.
- Manage day to day needs of initiatives and maintain project plans and timelines as necessary to meet changes in scope or requirements. Pro-actively identify opportunities for improvement and efficiencies.
- Act as the main communication channel throughout the initiative’s life cycle, ensuring that key stakeholders and management teams are properly informed of status and progress against plans.
- Analyze, review, and recommend operational changes including business process improvement, customer and agent impacting changes, and technology projects through design/development to implementation and post-implementation phases.

Experience & Qualifications
- One to three years of experience in a Business Analyst role or similar position.
- Experience in different billing or CRM systems.
- Advanced analytical and computer skills (Microsoft Office - Word, Excel, Power Point, Visio; Procedure Flow).
- Previous programing or AI experience considered an asset.
- Experience with Web development would be considered an asset.
- Experience and interest in analyzing data and identifying trends an asset.
- Experience with Technical Support would be considered an asset.
- Project Management would be considered an asset.
- A passion for Customer Experience and for realizing our vision of creating excellent and efficient customer service.

Skills, Efforts & Attributes
- Highly detail-oriented and organized.
- Proven teamwork and collaboration skills.
- Strong priority and time management skills.
- Ability to adapt quickly to changing priorities.
- Critical thinking skills.
- A well-rounded performer who thrives in a fast paced, demanding environment and has the willingness to dig deep into details yet remain focused on meeting defined objectives.

Why Choose Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
Get your career started with us and stay with us, your journey begins here

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