Business Analyst

Business Analyst

• Location: Toronto, ON
• Contract Length: 12 months
• Work Type: Hybrid

We at Raise are hiring right now for one of our Government Sector Clients. If you’re interested, apply below for your chance to join a great place to work.

Responsibilities

• The Business Analyst is responsible for:
• Analyze business processes and systems, identify inefficiencies and/or required controls, document procedures, track key Performance Indicators.
• Collaborate with internal and external customers to elicit business requirements and develop workable solutions.
• Lead or assist with Contact Centre platform migration, including discovery sessions and review of configuration, including auto-attendant and Interactive Voice Response (IVR) menus, call routing and other configurations.
• Elicit, define, and document business requirements and translate high-level objectives into detailed Business Requirements Documents (BRDs), and other Deliverables such as functional specifications, use cases, workflow diagrams, process diagrams, data flow diagrams, and data model diagrams.
• Analyze existing telephony, IVR, routing, and reporting processes to determine migration impacts and modernization opportunities.
• Translate business requirements into configuration requirements for the target platform (queues, skills, routing logic, integrations, etc.).
• Manage functional and non-functional requirements through the planning, analysis, development, and testing phases and post-rollout phases.
• Conduct functional, user acceptance, and regression testing; manage implementation and issue tracking.
• Collaborate with cross-functional teams to implement process improvements and enhance client service delivery.
• Liaise with vendors and internal teams to support integration, onboarding, and ongoing operational activities.
• Contribute to job aids, technical documentation, and training materials for end-users and stakeholders.

Qualifications

It is important that the Services be undertaken by a Business Analyst who can demonstrate specific knowledge of, and experience in performing similar work for projects of comparable nature, size and scope as detailed below.

Qualifications and Experience:

• Post-secondary education in Computer Science or IT or Business-related degree or equivalent; CBAP/PMP certification is an asset.
• Experience in Contact Centre operations, reporting, dashboards and analytics; experience with Genesys Cloud CX and Verint Enterprise
• WFM/QM preferred.
• Experience leading or participating in contact centre solution migrations and modernizations.
• Experience with CRM integrations (e.g., Salesforce, Dynamics, ServiceNow) or API integrations with CRM solutions.
• Expertise in requirements gathering, gap analysis, and business process mapping
• Experience drafting test plans, test cases, functional, user acceptance, and regression testing; and issue tracking
• Strong analytical and stakeholder engagement, communication, and presentation skills.
• Ability to lead effective meetings that are tailored to the audience, including staff, management and senior leadership
• Ability to work effectively with all levels of staff, including technical and nontechnical stakeholders and project teams.
• Advanced computer skills: Word, Excel, PowerPoint, Visio, Teams; MS Project/Jira is an asset.

Technical Capabilities

• Demonstrated ability in IT analysis methodologies, including process flow definition, data flow diagraming, call flow diagraming, Voice Response/Call Flow design, and event/message flow diagraming.
• Knowledge of contact center platform functions and features including queues/skills, routing profiles, business hours, overflow/failover, agent states, screen pops.
• Knowledge of Interactive Voice Response/Call Flow design including DTMF/ASR prompts, menus, call treatments, callback, emergency branches, and how to express them in flow diagrams and acceptance
• criteria.
• Knowledge of telephony concepts including SIP trunk implications, number porting sequences, and Session Boarder Controllers touchpoints at a high level.
• Knowledge in networking concepts, devices and switches, including VPN technologies including IPsec, SSL VPNs; Zero-trust, segmentation strategies; DNS/DHCP hardening and NAC; MPLS (Multiprotocol Label Switching) network circuits; and software defined networks.
• The City may contact the references provided. Should any reference fail to confirm that the services listed in Section 3.0 were performed in a satisfactory manner; the Candidate may be declared non-compliant, and not considered for the remainder of the evaluation process.

Deliverables:

• Stakeholder map, Responsible, Accountable, Consulted Informed (RACI) map and project scope.
• Current-State, Needs, Gaps and Future State documentation per contact center including telephony requirements, process maps, Interactive Voice
• Response (IVR) call-flow diagrams, routing design (queues, skills, hours, overflow), agent-desktop requirements, data mapping and integration specs, configuration workbook, reporting, dashboards, security and compliance requirements, at a minimum.
• Business requirements document, including user stories and acceptance criteria, non-functional requirements
• Solution design documentation, coordination with project team Contact center migration and modernization roadmap.
• Test strategy and plan, User Acceptance Test (UAT) scenarios and test cases, test data matrix, defect log, UAT exit report, prompt/audio validation checklist, at a minimum.
• Go-live checklist and plan, post-go-live validation report, operations handover package and runbook, lessons learned and decommission plan.
• Service and operational readiness documentation, including operating model, L1/L2/L3 support, SLAs/OLAs, runbooks, and incident/major incident flows.

Looking for meaningful work? We can help

Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.

We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.

We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/

In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com