Senior Business Analyst

2 months ago

Halifax, Nova Scotia, Canada Manulife Full time

Job Summary

We are seeking a highly skilled Senior Business Analyst to join our Canadian Segment Technology Team. As a key member of our team, you will play a critical role in leading initiatives that implement and enhance new technologies across Canadian Segment teams.

About the Role

The Senior Business Analyst will be responsible for:

  • Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad.
  • Working in a customer-centric environment that ensures excellent service delivery for all internal and external clients.
  • Analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, performing business acceptance testing, and activities to ensure successful delivery of initiatives.
  • Recommending options to help resolve solution and work with business partners to ensure the implemented solutions will meet business expectations.
  • Identifying and assessing business impacts and risks, tackling issues, providing recommendations on options, and helping define end-state of desired changes.

Key Responsibilities

The Senior Business Analyst will be responsible for:

  • Developing and implementing performance measurement frameworks.
  • Performing business analysis of functional requirements to identify information, procedures, and decision flows.
  • Producing quality documents including business processes and controls, feasibility, and impact analysis.
  • Leading effective meetings to understand business drivers, rationalize existing processes, present findings, and facilitate decision making.
  • Critically evaluating information gathered from various sources and reconciling concerns, communicating information to collaborators.
  • Defining and analyzing operational problems, identifying risks, and recommending options based on data-driven assessments.
  • Assessing impacts of system/process changes to upstream and downstream processes.
  • Building and delivering concise and effective presentations to communicate and clarify ideas to diverse audiences.
  • Supporting ad-hoc analysis to determine root cause of issues and resolve issues in a timely manner.
  • Working closely with our IT partners through the analysis, development, testing & implementation phases.
  • Measuring the success of changes implemented through key performance indicators (KPIs) and user feedback.
  • Providing coaching and development support for associate and intermediate business analysts.
  • Looking for ways to improve/streamline the way we work and how we service our customers and partners.

Requirements

The ideal candidate will have:

  • 5+ years of experience in business analysis, business system analysis, technical analyst roles.
  • Experience working with Salesforce Service Cloud is required.
  • Experience with a Contact Centre or Operations team preferred.
  • Strong problem-solving, organizational, and analytical skills.
  • Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation.

Preferred Skills

The ideal candidate will also have:

  • Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/ Power BI or other analytics programs.
  • AWS is an asset.
  • 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.
  • Experience delivering projects involving system implementation.

Attributes

The ideal candidate will possess:

  • Capacity for constant learning, remaining open to change and continuous improvement.
  • Strong collaborator and ability to support teams in different projects/initiatives as required.
  • Good business judgment with the ability to juggle changing priorities to meet obligations.
  • Comfortable with ambiguity; able to establish course of action in environment of conflicting priorities.
  • Project a positive high-energy and establish harmonious working relationships with team members inside and outside of the business units.

What We Offer

We offer:

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

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