The Senior Business Analyst (CRM) will apply systems thinking to guide business in conceptualizing business’ value-driven future vision, articulates acceptance criteria and related business requirements documentation (such as, rules, messages, data), provide clarifications and updates during SaaS supplier configuration, and validate alignment and quality of delivered solution. 

Responsibilities of the role include:

• Analyzes current business, to understand legislative foundations, practices, processes, data, tools used, operational pain points, and limitations.
• Researches industry, other jurisdictions, best practices, standards, and legislation, identifying evolving business, industry and technology trends to propose and execute recommendations for future state improvement to programs, delivery models, policies and processes.
• Applies best practice systems – design-thinking/user-centred design, customer Experience, service design, LEAN and / or LEAN Startup, and Agile methods, customer journey mapping, user research and user experience.
• Works in collaboration and consultation with project team members (e.g., subject matter experts, specialists, management), business and various project stakeholders to identify innovative future-state and articulate requirements for new solution / future-state, to deliver more efficient and effective service delivery.
• Leads or actively participates in virtual working sessions.
• Defines personas and documents workshopped customer journey maps and identify opportunities.
• Documents future business vision playbook.
• Elicits and documents business requirements.
• Defines business rules, solution messages, and data requirements.
• Delivers documented process flows.
• Analyzes and articulates user stories and acceptance criteria for new solution.
• Establishes and manages backlog.
• Prepares solution sketches, models, diagrams, and other visualizations.
• Identifies business patterns.
• Supports the development of test plans and test cases for solution for assigned business area(s).
• Assists business and perform BA validation of assigned scope in User Acceptance Testing (UAT).
• Supports the development of training material for solution implementation for assigned business area(s).
• Creates and tracks performance metrics and outcome measures to evaluate success.
• Contributes to project and sprint planning and prioritization.
• Performs other related duties as assigned.

Requirements:

• Demonstrated experience as a business analyst.  
• Demonstrated experience in business analysis for Customer Relationship Management (CRM).
• Demonstrated experience in providing business analysis in support of transition to a supplier market solution - i.e., Commercial-off-the-shelf (COTS) or Software as a Service (SaaS).
• Demonstrated experience in delivering results in projects using strong research, analytical, problem-solving, and decision-making skills. 
• Demonstrated experience using organizational and prioritization skills to deliver under tight deadlines. 
• Certified Business Analysis Professional (CBAP), LEAN Certification, PMP designation, or Certification in Change Management (PROSCI) 
• Experience in identifying and articulating requirements using various formalized methods, with a focus on questioning status quo, identifying opportunities for improvement and implement change, supported by strong facilitation capabilities.
• Experience with Cloud tools for designing, documenting, and deploying software and workshopping virtually with stakeholders.
• Experience working in an Agile solution delivery environment.
• Experience requiring strong verbal and written communication skills, able to target communications to audience (e.g., technical, non-technical). 
• Experience working independently, with a high level of self-direction, and strong interpersonal skills, with an ability to confidently engage and collaborate with project team members and stakeholders at all levels.
• High level of skill with Microsoft Office suite (Excel, Word, PowerPoint, Visio).
• Working experience in the area of property assessment.