Business Analyst – CRM/Dispatch
01Millennium Consulting Inc
Toronto, Canada
14d ago

Role Description :

Business Analyst with the ability to participate in various IT projects, namely the Customer Relationship Management (CRM) and Scheduling and Dispatch projects.

Description of Duties / Scope of Work :

  • Documenting current state processes including inefficiencies metrics (cost, time, etc.); process benchmarking when appropriate
  • Assessing current state of the business, identifying and documenting process gaps and making recommendations on future state improvements to business processes and systems
  • Performing detailed business requirements and business process analysis in support of the solution strategies and business cases
  • Working with SMEs and conducting requirements gathering / elicitation; performing business analysis to identify business solution
  • Documenting business and technical requirements based on identified gaps and improvements
  • Developing functional, non-functional and technical specifications
  • Producing documentation including business / functional requirements, functional specifications, end-to-end business scenarios, user stories and tracking information within the client application and SharePoint, as applicable
  • Working with SMEs to conduct preliminary troubleshooting and investigation of issues and defects regarding the Deliverables
  • Communicating findings, documenting and reporting issues for remediation
  • Organizing and / or providing training on the use of deliverables, along with the development of training materials
  • Performing detailed solution requirements and business and systems process analysis in support of CRM solution strategies
  • Benchmarking processes against industry standards, frameworks and other reference models
  • Facilitating RFP process, liaising with SME and IT architects to write the key elements of the business and technical portions of the RFP, evaluating RFP response and communicating with Procurement staff
  • Working with others, i.e. other relevant Business Analysts and Solution Architects, for opportunity assessment, preparing requirements, specifications, business processes and recommendations, as necessary
  • Creating formal presentations and necessary project documentation for project stakeholders, developing meeting objectives and agendas and taking meeting minutes as required
  • Providing updates to Project Manager regarding overall BA activities progress, reported business issues, defects, and the progress of resolutions
  • This is a hands-on position where the candidate will be the ultimate person accountable for the final solutions and deliverables as listed above
  • Other project duties as assigned
  • Willing to provide off hours support to meet project training and production support needs for shift workers
  • Mandatory Skills / Certification :

  • Bachelor degree in Business, Computing Engineering or Science, or related relevant
  • 10 years of business consulting experience
  • Minimum 5 years of experience as a business and / or process analyst including moderate to large CRM implementations work with major CRM package vendors (e.
  • g. MS Dynamics, SAP,

  • Demonstrable experience engaging with stakeholders from different areas of the business; Experience in dealing with complex business problems, identifying business / functional user requirements and recommending how to best support them through processes and applications
  • Major IT implementation experience and understanding how systems are affected by business process change; Demonstrable experience overseeing system implementations to meet requirements / business needs
  • Excellent communicator, both orally and in writing and ability to manage and influence stakeholders; Strong ability to sell recommendations and solutions by stating advantages and value in business terms
  • Demonstrable experience facilitating RFP process, drafting procurement documents including technical and functional requirements and specifications
  • Self-motivated and is willing and able to work under pressure.
  • Other Skills / Certification :

  • Experience in process analysis, design, and modelling in a complex environment
  • Familiarity with CRM call centre implementation; scheduling / dispatch is an asset
  • Familiarity and understanding of Key Performance Indicator (KPI) analysis and performance measurement
  • Expert knowledge of MS Office tools; MS Project or Oracle Primavera P6 is an asset
  • Experience with process for project selection, approval and budgeting is an asset
  • Real world experience utilizing a major process optimization framework such as Kaizen, Lean, Six Sigma, TQM, etc. is an asset
  • Experience with formal process notation such as BPMN-2.0 is an asset
  • CBAP, PBA and / or PMP certification is an asset
  • Deliverables :

  • Documented current state and recommendations for process adjustments, improvements and integrations
  • Documented future state solution, processes, technology and human resources
  • Analysis of costs and benefits of alternatives and business cases
  • Reports, dashboards and interface functional specifications
  • Detailed process descriptions, models and other related artifacts
  • Vendor and IT system Business Requirements Documents, and mapping of vendor solution to the requirements
  • Training Materials and User Training based on approved solutions
  • Business capability and business process related artifacts, which may include maintaining tool based information and repositories
  • Presentation materials and related documents
  • High level roadmaps, project and program plans
  • Document core business through business strategy, business model, operating model and concept of operations
  • Project vision document, Requirement Management Plan, Use cases, User stories, Business Requirement Document, Requirement traceability matrix (RTM), Functional requirement specification (FRS) / Functional Specification Document (FSD), System requirement specification (SRS) / System Requirement Document (SRD), Test case and other project documentation & artifacts.
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