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Business Analyst 2 / Analyste commercial 2 (H-1304181)

Ottawa, ON
Position Overview: 

The Client's Business Operations & Strategy Enablement (BOSE) team is a shared service team that focuses on supporting the core of the Sales, Marketing, Implementation, Assure and Care automation strategies through the use of the Salesforce.com platform. 

We enable the client's Solutions team members to provide a best-in-class experience throughout the customer journey by building the right process, technology, and analytics. We strive to transform and align our operational systems, optimize the user experience, and continuously measure business performance; ultimately improving our client experience and employee engagement. 

As a Business Analyst II, you will be accountable for the development of process and system changes, including: Requirements definition, business case development, risk assessment/mitigation, stakeholder update presentations, user interfaces/processes, documentation, testing for major initiatives aligned to an exciting Salesforce.com roadmap, advancing our Client Relationship Management (CRM) strategy. 


The Business Analyst will engage project stakeholders and domain knowledge experts (SMEs) to establish the following project activities: 
- Analyze, document and validate user stories and business requirements 
- Plan and facilitate meetings and working sessions 
- Document process flows for current/proposed processed, workflows, and data flows 
- Prepare, create and define test plans and test cases 
- Perform impact analysis on proposed changes to the Salesforce.com system evaluating potential impacts on data, external applications and reporting and effectively communicating potential risks/effects to supported business customer base 
- Develop reports, dashboards, and processes to continuously monitor data quality and integrity 
- Support the project manager in the creation and maintenance of project documentation packages for delivery to stakeholders upon project completion which may include: 
- User Stories 
- Requirements 
- Test Cases 
- User Manuals 
- Reference Guides 
- On-line Help 
- Release Documentation 
- Internal Communications 
- Support and enable the project team in their effort to achieve the goals of the project 
- Apply BOSE Project Governance standard and gating process 
- Responsible for administration functions such as user management, profile configuration, data management, report and dashboard development 
- Assist in new user setup while ensuring our licensing agreements and costs are monitored 
- Deactivation of users not utilizing licenses etc 

At times, the Business Analyst may be required to: 
- May be required to deliver training sessions for internal end-users on Salesforce.com 
- May be required to provide on-going end user support to Salesforce.com users 

Required Knowledge: 
- Strong understanding of business operations (Order-to-Cash) and support process 
- Strong understanding of the software development lifecycle 
- Knowledge of/exposure to industry leading CRM/ERP systems is required, Salesforce.com being preferable 

Required Skills & Abilities: 
- Excellent interpersonal, communication and client facing skills 
- Strong analytic and problem solving abilities 
- Strong consulting and facilitation skills (including verbal, written, and presentation) 
- Proven ability to learn new technologies; quick learner 
- Excellent documentation and organizational skills with attention to detail 
- Ability to create and maintain detailed process documentation 
- French is considered an asset 

Required Professional Designation/Certification: 
- Salesforce Administrator Certification is considered an asset 

Required Experience: 
- A minimum of 3+ years of Business Analyst Experience 
- Previous experience with ERP or CRM software/technology implementation is considered an asset 
- Formal training in business analysis practices preferred 
- Demonstrated ability to coordinate cross-functional work teams toward task completion 
- Demonstrated effective meeting and/or workshop facilitation experience 
- Experience with Salesforce.com implementations 
- 3+ years’ experience in the delivery of business consulting and systems development

Must have skills:
1. Minimum of 3 years as a business analyst, preferable with previous experience with Salesforce.com software development projects
2. Self-starter, able to develop strong relationships with stakeholders, meet tight deadlines and tolerate change and ambiguity
3. Excellent documentation and organizational skills with attention to detail

Nice to have skills:
1. Ideally experience with the implementation of a Salesforce.com solution
2. Strong consulting and facilitation skills (including verbal, written, and presentation)
3. Formal training in business analysis practices preferred  
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