Business Process Analyst

Role: Business Process Analyst
Status: Contract (12-months)New or Replacement: Replacement Position
Reports to: Senior Manager, Business Process and Continuous Improvement
Division: Enercare Home Services
Location: Birchmount Office (Markham)Compensation: $69,136 - $110,618Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Summary:
A business process analyst examines, improves and streamlines business processes within an organization. They are responsible for identifying inefficiencies, bottlenecks and areas for improvement in the existing business processes. This involves thoroughly analyzing the current processes and identifying opportunities for optimization.
 
Once the areas for improvement are identified, a business process analyst works with various teams within the organization to develop and implement new processes, procedures and technologies that would improve the overall efficiency and effectiveness of the organization. They collaborate with stakeholders to gather requirements and ensure all teams are aligned on the proposed changes.
 
The responsibilities of business process analysts also involve conducting process audits and performance assessments to ensure the processes are effective. They also provide training and support to the team members with regard to the new technologies.
 
Responsibilities:

Analyzing current business processes, workflows and procedures to identify areas for improvement.
Developing and implementing optimised processes and procedures to enhance efficiency, productivity and customer satisfaction.
Able to learn and map based on developed expertise vs constantly relying on the SMEs.
Ensure that analysis for all processes include people, systems and customer flows.
Understand how to drive discussions with a decision based model
Collaborating with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
Collaborate with stakeholders to understand business objectives, processes, and requirements, and translate them into clear and concise user stories, use cases, and functional specifications
Conduct gap analysis to identify discrepancies between current state and desired future state; recommend process improvements using methodologies grounded in friction reduction, waste/lean efficiency or process optimization workflows, and work with stakeholders to develop solutions to address business needs and requirements
Present process improvement points of view to stakeholders for decision alignment.
Monitoring and evaluating the effectiveness of implemented process changes, measuring key performance indicators and making necessary adjustments for continuous improvement.
Stay updated on industry trends, emerging technologies and process improvement methodologies.
Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies and opportunities for improvement.
Develop and implement relevant processes and technologies to optimise the organisation's internal operations.
Assist in the development and implementation of new business processes and systems
Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.
Communicate with shareholders and stakeholders to ensure alignment on proposed changes.
Monitor process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments.
Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
Provide training and support to team members on new processes and best practices.

Requirements:

BBA or equivalent post-secondary education
3+ years of experience in business process analysis and mapping or a related role supporting a contact centre/customer service environment.
Proven ability 2+ years in process re-engineering, process mapping and customer journey mapping.
PMP certification
Utility Experience
Strong analytical and problem-solving skills.
Proficiency in process mapping and analysis tools and software (e.g., Visio, Excel, SQL, Tableau).
Experience with process modeling and improvement methodologies (e.g., Six Sigma, Lean).
Self-starter with strong interpersonal and conflict resolution skills
Excellent written and oral communications skills
Ability to quickly form relationships and interact effectively in a complex environment
Strong desire to understand operations and root causes of issues
Strong ability to multi task and work under tight timelines
Strong organizational and time-management skills
Strong presentation skills
Ability to understand financial impacts and back-end billing environments
Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
Flexibility to adapt to changing priorities
Strong analytical experience
Able to manage the demands, requirements and organization of a project
Extensive experience handling multiple billing systems and exceptions management
Superior working knowledge of Microsoft Applications such as Excel and Access
Power BI, Advanced Excel

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