Senior Business Analyst

1 week ago

Kitchener, Ontario, Canada Manulife Full time
Job Description

We are seeking a highly skilled Senior Business Analyst to join our Canadian Segment Technology Team.

This dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce.

As a Senior Business Analyst, you will play a key role in supporting the implementation of diverse initiatives as a part of a Salesforce agile squad.

You will work in a customer-centric environment that ensures excellent service delivery for all internal and external clients.

Your responsibilities will include:

  • Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad.
  • Work 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.
  • Recommend options to help resolve solution and work with business partners to ensure the implemented solutions will meet business expectations.
  • Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes.

Requirements:

  • 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:

  • 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.

About Manulife:

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At Manulife, we are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

We are an equal opportunity employer and welcome applications from diverse candidates.

What 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.

How to Apply:

Please submit your application through our website.

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