Senior IT Business Analyst
Manulife Financial Corporation
Kitchener, ON CA
12d ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

WE'RE SEEKING CANDIDATES IN THE GREATER KITCHENER / WATERLOO AREA AS WELL AS THE GREATER BOSTON AREA

We're seeking an IT Business Analyst as part of our Group Functions Division. We're a team that manages telephony and infrastructure globally at Manulife / John Hancock.

We're all about innovation and we're looking at Cloud Contact Centre solutions and even Voice Biometrics down the line. This IT Business Analyst would be responsible for researching and analyzing improvement opportunities, conduct workflow analysis, prepare recommendations and facilitate implementation of service quality and / or efficiency enhancements to business processes including implementation of new products.

Bonus if you have ServiceNow and at least 5+ years of Telephony / Contact Centre experience.

Individual Accountabilities :

  • Responsible for executing technical and business projects across multiple stakeholders; developing analysis to support process and project improvements
  • Researches and analyzes improvement opportunities, conducts analysis, prepares recommendations and facilitates efficiency enhancements
  • Develops business requirement documents and specifications
  • Works as directed by management team to research and document business issues involving workflow procedures and processes
  • Analyzes data and work with management to develop creative solutions
  • Collaborates with management to anticipate changes in business requirements
  • Develops new processes and upgrades existing workflows aligned to business strategy
  • Identifies emerging market and industry trends
  • Leads ongoing service, maintenance post-implementation
  • Manages teams; assists with vendor relationship management
  • Has positive impact to specific organizational entities & understands nature of impact
  • Top contributor and often enables others to contribute as well
  • Provides support to business areas, investigate operational related problems / inquiries, and recommend and implement solutions
  • Works as directed by management team to research and document business issues involving workflow procedures and processes
  • Analyzes data and work with management to develop creative solutions
  • Coordinates recommended process changes, enhancements and product implementations including test plans to ensure successful implementation
  • Collaborates and coordinate across multiple stakeholders to implement projects with required quality standards and within budget
  • Translates business and user requirements into technical requirements, develop business requirement documents and specifications
  • Develops cost / benefit analyses to design budget and resource management program
  • Acts as business unit liaison with other business units including Information Systems, etc.
  • Identifies and recommends staff training needs in response to process changes or new product / system implementations
  • Works well in independent or team basis as situation dictates
  • Manages relationships with vendors
  • Determines the acceptance testing framework and standards to assess completed
  • Demonstrates understanding of issues relevant to broad organization and business strategic goals
  • Job Requirements :

  • Demonstrates understanding of how technology supports Manulife's strategy
  • Strong detail orientation
  • Strong communicator who can negotiate effectively with business to clarify needs vs. wants / likes in order to balance business direction / requirements with cost of development and risk
  • An effective facilitator for the Team to deliver incremental and iterative units of business value
  • Has a natural ability to breakdown, decompose and describe business needs into Stories supporting an iterative and incremental delivery model
  • Demonstrates all core skills, and some interpersonal skills beyond requirements for role
  • Understands the overall 'picture' in most situations
  • Understands the political landscape and informal hierarchy within the firm
  • Strong knowledge of the business, some expertise
  • High level of discipline knowledge and understanding of area of practice
  • Able to combine knowledge of discipline and the market, some perspective on customer requirements
  • Fit for purpose and usually refined quality
  • Good understanding of the business unit including product offerings, and service and management structure
  • Ability to influence and negotiate with others to meet project deadlines
  • Understanding of system design and analysis and user testing; good problem solving skills and analytical ability
  • Ability to cultivate relationships with key stakeholders representing a broad range of functions and levels
  • Collaborative attitude, willingness to work with team members; able to coach, participate in code reviews, share skills and methods
  • Goodcorganizational and problem-solving abilities that enable you to manage through creative abrasion
  • Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
  • Decision Authorities :

  • Able to achieve all tasks using own judgement
  • Can lead small to medium sized groups where required
  • Foresees problems instead of solving them, recognizes the needs for flexibility and diverse solutions
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