Senior IT Business Analyst, Software Development
Intact Financial Corporation
St-Hyacinthe, Québec, CA
6d ago

About the role

As a subsidiary of Intact, Partner Solutions (PSI) is a proud partner with the insurance broker community and offers turnkey, IT hosting services.

Our goal is to be a digital enabler in this market, offer simple, emerging technology solutions, ensure a safe and secure IT environment, and provide second-to-none customer service.

Your role :

We are looking for a seasoned business analyst to work with our internal team and our outsourced partner in delivering telephony and contact center solutions to our brokers and agencies.

Your goal is to ensure that our contact center solutions is optimal and provide value to our partners.

Here are a few ways you will make a difference :

  • Develop and maintain strong business relationships with users and suppliers
  • Carry out and document the collection of business needs
  • Translate business needs into functional language
  • Document use cases, business rules, etc
  • Analyze and understand user requests
  • Advise users on the different options that can meet their needs
  • Coordinate change requests related to development
  • Provide support by acting as a link between users and available solutions
  • Establish, document and plan test scenarios
  • Execute test plans and document results
  • Qualifications

    What you bring to the table :

  • Telephony experience is essential
  • Experience with Cloud Contact Center Solutions is a plus (e.g., Genesys, Cisco UCCE, NICE, talldesk, Five9, or Salesforce)
  • Minimum 8 years delivery experience with Enterprise Software / Services environment (specific to Enterprise grade Contact Centre core CTI platforms)
  • Record of delivery with both business & IT organizations
  • Bilingual in English and French is essential
  • You are customer service oriented with a problem-solving attitude
  • You will possess excellent verbal and written communication skills to clearly communicate the roles and responsibilities of the team and customer expectations
  • You will be comfortable collaborating with cross-functional teams, to interact directly with leaders across departments, as well as provide leadership to the team on the implementation of new initiatives
  • Here are a few reasons why others have joined our team :

  • An award-winning, inspiring workplace that supports its people and recognizes great work
  • Stimulating, challenging projects and development opportunities to help you grow your skills and career
  • A comprehensive financial rewards program that recognizes your success
  • An extensive, flexible benefits package
  • An industry leading Employee Share Purchase Plan where we match 50% of net shares purchased
  • A $350 annual wellness account that promotes an active lifestyle
  • Flexible Work Arrangements

    We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team’s need for in-person connections will be different and there will be times you’ll join your colleagues at the office.


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