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.