Business Analyst - Customer Relationship Solutions

Responsibilities

Change Management & Process Improvement:

• Act as a change agent within the organization, driving the adoption of new processes, tools, and technologies to enhance client enablement.
• Work closely with cross-functional teams to ensure smooth transitions during process changes or technology upgrades.

User Support & Super User Role:

• Serve as a Super User for the client-facing platforms and tools, providing advanced support and troubleshooting assistance to end users.
• Act as the main point of contact for client-facing teams to resolve issues and answer inquiries related to the tools, platforms, and processes used by clients.

Training & Documentation:

• Collaborate in developing and maintaining comprehensive user training materials, including guides, video tutorials, and FAQs, to ensure consistent and efficient onboarding for internal users and clients.
• Facilitate training sessions for client-facing teams, ensuring that they are equipped to navigate the platforms effectively and deliver excellent customer service.
• Ensure that all training materials and documentation are kept up to date with new features, functionalities, and best practices.

Business Analysis & Requirements Gathering:

• Participate in discovery calls and workshops with stakeholders to gather requirements for new features or process improvements.
• Document Feature requests, business requirements, and functional specifications, ensuring that all business needs are clearly articulated and understood.

Development & UAT Support:

• Support the Development team by answering questions related to user stories, ensuring a clear understanding of the requirements and expectations.
• Collaborate with Product and Development teams to ensure features and functionality are being developed in line with business needs and user expectations.
• Assist with User Acceptance Testing (UAT) by creating test cases, coordinating testing activities, and validating that the delivered features meet user needs and acceptance criteria.

Collaboration & Cross-functional Support:

• Work closely with the Product Manager to align on project goals, timelines, and priorities.
• Support the implementation and continuous improvement of the client portal and other related systems, ensuring the smooth and effective use of technology by both clients and internal teams.
• Provide regular feedback on platform performance, highlighting opportunities for improvements or enhancements to elevate the client experience.

Qualifications

Education: Bachelor’s degree in Business, Technology, or related field. Certifications in Business Analysis, Change Management, or related areas are a plus.
Experience: 3+ years of experience in client enablement, business analysis, or technical support roles.
Skills:

• Strong understanding of client-facing platforms, CRM systems (preferably Microsoft Dynamics 365)
• Excellent communication skills, both written and verbal, with the ability to present complex ideas to diverse audiences.
• Proven experience in creating user training materials and documentation.
• Solid analytical skills, with the ability to gather and document business requirements and translate them into actionable insights.
• Experience with Agile development methodologies and participation in UAT processes.
• A proactive, solution-oriented mindset with the ability to manage multiple priorities in a fast-paced environment.

Key Competencies:

• Strong problem-solving skills and attention to detail
• Ability to collaborate with cross-functional teams
• Ability to lead change and promote adoption of new technologies
• Client-centric mindset with a focus on delivering exceptional user experience

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.

Apply Now.