Business Systems Analyst, Operations

Manulife • Waterloo, ON

7d • CA$65,850 - CA$109,750 • Hybrid

About The Position

Join our Canadian Segment Operations Excellence Team! Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce. The role being advertised is an existing vacancy.

Requirements

• 5+ years of experience in business analysis, business system analysis, technical analyst roles.
• Experience working with Salesforce Service Cloud is required.
• Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations.
• Strong problem-solving, organizational, and analytical skills.
• Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation.
• Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/ Power BI or other analytics programs.
• Good understanding of project management practices.
• Process modeling and analysis skills including but not limited to information gathering, gap analysis between current and future state along with root cause analysis.
• Thorough knowledge and experience with testing including creation of test plan and execution.
• Experience delivering projects involving system implementation.
• Capacity for constant learning, remaining open to change and continuous improvement.
• Strong collaborator and ability to support teams in different projects/initiatives as required.
• Good business judgment with the ability to juggle changing priorities to meet obligations.
• Comfortable with ambiguity; able to establish course of action in environment of conflicting priorities.
• Project a positive high-energy and establish harmonious working relationships with team members inside and outside of the business units.

Nice To Haves

• Experience with a Contact Centre or Operations team is highly preferred.
• Familiarity with Agentforce and general AI/automation concepts.
• AWS is an asset.
• Bachelor's in Computer Science or Software Engineering or relevant College Diploma is desired
• Experience with a Contact Centre or Operations team is preferred.
• Past experience in large complex environment is desired

Responsibilities

• Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad.
• Work in a customer-centric environment that ensures excellent service delivery for all internal and external clients.
• Analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, performing business acceptance testing, and activities to ensure successful delivery of initiatives.
• Recommend solution options and collaborate with business partners to ensure outcomes meet business expectations.
• Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes.
• Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations.
• Developing and implementing performance measurement frameworks.
• Performing business analysis of functional requirements to identify information, procedures, and decision flows.
• Produce quality documents including business processes and controls, feasibility, and impact analysis.
• Lead effective meetings to understand business drivers, rationalize existing processes, present findings, and facilitate decision making.
• Critically evaluate information gathered from various sources and reconcile concerns, communicate information to collaborators.
• Define and analyze operational problems, identify risks, and recommend options based on data-driven assessments.
• Assess impacts of system/process changes to upstream and downstream processes.
• Build and deliver concise and effective presentations to communicate and clarify ideas to diverse audiences.
• Support ad-hoc analysis to determine root cause of issues and resolve issues in a timely manner.
• Work closely with our IT partners through the analysis, development, testing & implementation phases.
• Measure the success of changes implemented through key performance indicators (KPIs) and user feedback.
• Provide coaching and development support for associate and intermediate business analysts.
• Look for ways to improve/streamline the way we work and how we service our customers and partners.

Benefits

• health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree