Business Systems Analyst

16 hours ago

Sherwood Park, Alberta, Canada CB Canada Full time
Business Analyst Job Description

CB Canada is seeking a skilled Business Analyst to join our team on a 13-month contract basis. As a Business Analyst, you will play a crucial role in augmenting our Enterprise Service Management (ESM) team as we replace our existing Case Management and Customer Service platform.

Key Responsibilities:

  • Establish service desk and delivery requirements from the perspective of customers, customer service agents, and management.
  • Capture case and knowledge management standard processes and procedures.
  • Work with the project team to plan and execute development sprints.
  • Test configuration and/or development that is deployed to meet requirements (Quality Assurance).
  • Facilitate user acceptance testing.
  • Develop education, support, and communication materials.
  • Conduct education sessions for the user community.
  • Provide client support for the groups we're working with.
  • Facilitate sessions with stakeholders and assist with communications and coordination.

Requirements:

  • Minimum of 10 years of experience acting in the role of a Business Analyst in an Information Technology environment.
  • Industry experience/technical knowledge – good knowledge and understanding of:
  • ITIL.
  • Process diagramming.
  • Customer journey mapping.
  • Case management, service management (e.g., Lagan, Microsoft Dynamics, Service Now, Ivanti).
  • Software development/configuration.
  • Requirements stewardship and quality assurance management in the software development lifecycle.
  • Organizational skills.
  • Proficient at managing time and multiple concurrent priorities.
  • Effective planning skills.
  • Proven interpersonal and verbal/written communication skills; ability to maintain professional working relationships.
  • Able to work and contribute as part of a successful team.
  • Customer service skills.
  • Communication skills.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
  • Municipal services.

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