Business Analyst

7 days 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. _**

**Working Arrangement**

At Home

**Responsibilities**
- Fulfill the business analyst role as part of a high functioning squad on initiatives within the Contact Center Transformation 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
- Engage 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
- Provides input into internal and external communications and user documentation
- 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**
- 2+ years of progressive experience in business analysis roles and a good understanding of business analysis methodologies, user acceptance criteria & workflow/process design
- Good understanding of project management practices
- Thorough knowledge of analysis and testing skills including information gathering, problem solving, and test plan creation 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, lateral thinker
- Understanding of Contact Centre operations is an asset
- Understanding of JIRA and confluence 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
- Strong analytical skills with the ability to clean and interpret large data sets
- 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 ability to make sound recommendations
- Strong time management and organizational skills
- Ability to work both independently and as part of a team
- Experience working within Agile methodology is an asset

**What can we offer you?**
- A friendly, collaborative, and inclusive culture
- The opportunity to move along a variety of career paths with amazing networking potential

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer

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