Senior Business Systems Analyst to perform process modelling for a call centre program for an insurance client-4602

1 year to start

Hybrid- Need to be within Ontario and able to go to offices in Waterloo or Toronto

What are the main 3-5 responsibilities of this resource?

• 1) Call Centre – IVR, CRM (Pega),
• 2) User Stories/Documentation
• 3) Testing

Must haves:

• 5+ years of experience as a business systems analyst performing user stories/documentation
•  Knowledge of Insurance and/or Wealth products
• Experience working with IVR or PEGA with business operations (process modelling/improvements)
• Experience with JIRA, Confluence & MIRO
• Agile experience

Nice to haves:

• Data/Impact Analysis – familiarity with Process & Data Modelling
•  A Business Analysis professional certification or working towards;
• Experience with Organizational Change Management;

How to be successful in this role

• Lead and manage the development of quality BSA deliverables for small, medium and large projects.

• Partner with business partners, vendors, leaders, application development and testing teams to ensure quality solutions that meet the needs and expectations of our business partners and clients.

• Lead, motivate, support, and coach project team members and peers by providing guidance that is appropriate for their knowledge and skill level.

• Understand the technical and operational challenges and objectives that may impact the rollout of an application/process. Use that to drive discussions about solutions and risk mitigation.

• Establish and maintain trusted advisory roles with clients by gathering and analyzing information to provide recommendations that address and resolve business issues.

• Champion the BSA role by actively promoting learning across the team and contribute to the continuous improvement of the practice by leading initiatives.