Senior Business Analyst (Service Operations), Digital Solutions

Description
Senior Business Analyst (Service Operations), Digital Solutions
The Senior Business Analyst (Service Operations) is a member of the Digital Solutions team, part of the greater IS organization. The Senior Business Analyst position is a technical and business-focused role, supporting the Service Operations team, which includes but is not limited to Commercial Operations, Field Service, Contact Centre and Sales Operations. This role reports to the Director, Digital Solutions and will work closely with business/functional areas, to guide the overall planning, definition, coordination, and execution for assigned initiatives. The Senior Business Analyst will bring expertise in requirements elicitation best practices, workshop facilitation, process engineering, and workflow optimization.
Responsibilities

• Lead and participate in requirements creation, reviews, updates, and documentation with business stakeholders.
• Successfully drive and facilitate multiple initiatives and deliverables simultaneously.
• Work independently with business and technical team members to define solutions.
• Develop requirements specifications according to standard templates.
• Collaborate with team members including subject matter experts to establish the
• technical vision and analyze trade-offs between usability and performance needs.
• Be the liaison between the business teams, technology teams and support teams.
• Manage stakeholder engagement across deliverables using Scrum/ Agile methodology.
• Collaborate with team members to drive sprints/ initiatives forward as per sprint plan.
• Help identify / validate stakeholder change impacts, provide technical review of communications, and contribute to training curriculum and learning content as needed.
• Support the day-to-day backlog management with Product Owners, ensuring requirements and stories are clear and concise.
• Support the "transition to operations" scope and activities for new services and/or products built by the team
• Support quality assurance activities related to business applications, authoring test plans, cases and testing as required.
• Elicit requirements using interviews, document analysis, requirements workshops, business process descriptions, business analysis, task, and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
• Expertise in delivering artifacts as needed: functional requirements (business requirements document), user stories, workflow diagrams.

Work Experience

• Minimum 7 years of experience working with business systems in a medium to large organization.
• Strong understanding of information systems, business processes, the key drivers, and measures of success for the relevant business.
• Expertise in process design and documentation methodologies, and design and production of quality deliverables, process and use case modeling, business case development.
• Experience working with operations, commercial and/ or sales teams.
• Experience with Cloud based applications and their support and implementation.
• Experience managing external vendors and service providers.
• Excellent written and oral communication skills.
• Strong troubleshooting problem solving and analytical skills.

Knowledge, Skills, and Abilities:

• Post-secondary graduate with a degree, diploma or certificate or equivalent combination of education, training and experience Skill in systems testing of specification requirements.
• Skilled in business/ technical writing as evidenced by previous work-related experience.
• Strong ability in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to effectively participate in multiple major initiatives or project roles or lead a variety of project team activities/tasks.
• Ability to perform objective analysis and re-engineering of business processes to maximize quality service and cost-effectiveness.
• Experience in effectively serving on successful information systems project teams.
• Knowledge/ experience working with Scrum/ Agile processes.

Nice to have:

• Certified Scrum Master, and/ or agile certifications.
• Full stack programming framework knowledge.
• Experience with CRM systems (Microsoft Dynamics 365, SAP).
• Integration platform knowledge (Microsoft Integration Services).

Special Requirements:

• Remote option available for the right candidate.
• Evening and occasional weekend work may be required (rare).
• Ability to participate in on-call after hours' support as needed.
• Occasional travel, as required.

What we offer:

• The target salary range for this position is $86,537 to $100,624 per year based on experience
• Comprehensive medical and dental benefits
• Employee Assistance Program
• Defined contribution pension plan and a group RRSP/DPSP matching program
• Discount on tires and mechanical services
• Flexible hybrid work policy/ Opportunity to work remotely
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement.

Solving our customers' automotive challenges and making a positive impact - It's how we roll, and it's been that way since Tom Foord opened the doors to Kal Tire in 1953 in beautiful Vernon, BC. Over the years, we've become a trusted partner for large and small industries and fleets across Canada. Our customers rely on our expertise, our make-it-happen approach to service, and our lineup of the most trusted tire brands in over 260 retail locations coast to coast.Kal Tire is also the largest truck re-treader in Canada, with 11 retread facilities across Canada and internationally, and has a state-of-the-art tire recycling facility in Chile, where 40% of the weight of scrap tires is recycled to return to mines as an alternative fuel. In addition, Kal Tire's Mining Tire Group is an international leader in mining tire service and supply, servicing more than 150 mine sites across five continents.Kal Tire offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices in compliance with the AODA and AMA. Accommodation requests can be made at any stage of the recruitment or employment process. Applicants are asked to make their needs/requirements known.