Business Analyst, Customer Care

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:
Régulier

Job Description:
The Business Analyst (BA) is responsible to ensure that the project delivery achieves what the Business requires with clarity of goals, traceability and accountability. The BA liaises between the Business, Product, and the Delivery groups, ensuring all requirements, processes and use cases are correctly and precisely documented. The BA will initiate projects and/or take a project from its current state to the finish line. By discovering and documenting the requirements from multiple stakeholders, the BA ensures that the business and customer needs are reflected in the project backlog and are translated into deliverables. The incumbent will also be responsible for performing detailed gap analysis and highlighting the change required, including new processes and updates to existing ones. They will also be responsible for Business and System level Use Cases.

KEY RESPONSIBILITIES:
- Lead the assessment of client needs, utilizing structured requirements processes (gathering, analyzing, documenting, and managing changes) to identify customer and business priorities, recommend options, and support the development & implementation process.-
- Collaborate with upper management by supplying expertise and a broader outlook in regards to various business areas, product, and process performance analysis.-
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.-
- Question established ways of working or decisions potentially unfit or blocking the achievement of the team goals.-
- Identify, define, and track the implementation of all requirements on an initiative, including but not limited to I.T., Infrastructure, Operational, and Business requirements.-
- Collaborate, negotiate, and sell the value of initiatives & process changes with key departmental stakeholders (Workforce Management, Marketing, Value Creation, Retention, etc.)-
- Ability to naturally develop buy-in by using data, negotiation skills, and business acumen.-
- Lead high-level design workshops, analyze and document Use Cases, lead requirements and use case walkthroughs with the objective to identify gaps to produce higher quality solutions.-
- Work closely with the Business to identify and analyze core Business Processes and workflows, identify resource implications and work with Business teams to get sign-off and confirm ownership of business processes. Business Processes must be developed to meet or exceed identified value streams.-
- Produce process models and workflows, sequence diagrams, state diagrams and other analysis artifacts pertaining to the customer journey.-
- Capture requirements & develop sustainable reporting to identify customer trends, resolve operational deficiencies, or improve processes to obtain greater results (Revenue retained, FTR, NPS, etc.).-
- Proactively anticipate and identify issues and risks on an initiative and develop strategies to mitigate the risks.-
- Actively engage and participate in peer reviews and provide coaching and guidance related to the quality and completeness of a document or deliverable.-
- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the company.-
- Incumbents must be constantly aware that the execution of their work supports the ultimate goal of providing excellent service to the Company’s current and potential customers, including internal customers.-
- Perform other duties as assigned.- ACADEMIC TRAINING:
- Bachelor’s Degree or College Diploma/Certificate with relevant experience in Information Technology, Finance, or Business Administration-
- Business Analyst Certification an asset.- TECHNICAL EXPERIENCE:
- Experience with Tableau from a user & report developer perspective.-
- Experience with the Google Platform (Sheets, Data Studio, Reporting Studio, BigQuery, etc.)-
- SQL knowledge is an asset.-
- Experience working with large amounts of data and/or database management experience.WORK EXPERIENCE:
- Minimum 5 years of experience in Information Technology or Product introduction in all phases of the Product Development Life-Cycle.-
- 5+ years of experience in Business Analysis, Financial Planning, or Project Management.-
- 5+ years of experien