Operations Business Analyst

Ride the next mile with us
- Intelcom is looking for a Customer Facing technologies Business Analyst to support the Operations team with new and ongoing projects and products built for Intelcom’s customer and driver. This role will report to the Director of Operational & Technology Platforms.

The role of the Business Analyst in Customer Facing Technologies is pivotal. They are tasked with developing an in-depth understanding of Intelcom's technologies and strategies that directly impact the customer. Their expertise is not just in grasping the current tech landscape but also in identifying, defining, and pioneering enhancements, modifications, and groundbreaking innovations for these products. This role demands a skill set that combines technical acumen with proven knowledge in transportation and logistics, enabling the Business Analyst to not only adapt and refine these tools but also to drive them forward, ensuring their success and contributing significantly to operational excellence.

Key Responsibilities:

- Analyze current processes and identify areas for improvement to enhance stakeholder experience and satisfaction.
- Using logistics industry standards, identify gaps in the current processes and bring forth ideas for improvement.
- Help in developing reports and dashboards to track stakeholder satisfaction metrics and key performance indicators relevant to the transportation industry.
- Participate in solution design with cross-functional teams from Operations, IT development, Product Management, Procurement, Finance etc.
- Delineate project scope, create Project Charters, business cases, process flows, UAT plans etc.
- Create models and process flows to document requirements.
- Identify, prioritise, and mitigate system impacts, constraints, risks, dependencies.
- Validate and obtain sign off on the solution design with SMEs from OPS
- Validate new systems and processes by writing test cases and facilitating UAT sessions.
- Participate in defining the transition and help with sustaining the change.
- Help create SOPs and training content and participate in initial train-the-trainer sessions.
- Define the rollout plan for operations projects. This includes selecting stations, communicating change, planning deployment at Intelcom’s 72 stations, managing non-tech requirements.
- Offer first-line support during product rollout phases, obtain feedback, define, and coordinate pilot next steps.

Qualifications:

- 5 years experience as a project manager or business analyst in a transportation or logistics function
- Master’s or bachelor’s degree from an accredited university in supply chain management and logistics or related discipline or equivalent work experience
- Certification in Business Analysis, Project Management, or equivalent work experience.
- Understanding of SDLC and Agile methodologies
- Strong leadership, influencing and negotiation skills and ability to make decisions independently.
- Motivated to learn and has excellent problem-solving skills.
- Comfortable with ambiguity, decisive and critical thinking
- Strong ability to set priorities.
- Energetic personality, persuasive, encouraging, and motivating.
- Natural analytical mindset and strong in system thinking.
- Solid knowledge of the business analysis toolbox
- Excellent communication and facilitation skills in both English and French

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.