You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
You're using an older version of Internet Explorer and some functionality may not work as expected. Please update your browser for the best experience.
E-Comm 911
E-Comm 911 Logo

Senior Business Project Analyst

Reference ID: Business Project Analyst 2 - Technology Services (#650-60-MH9898)

Share job:

Job Location icon
Burnaby, BC
Surrey, BC
Vancouver, BC
Job Type icon
Full Time
Job Category icon
Information Technology

Apply Now

GENERAL ACCOUNTABILITY

Reporting to a Service Delivery Manager, the Business Project Analyst 2 is responsible for the analysis of potential improvements, problems and requirements for existing and proposed systems and/or business processes; developing project plans, estimating resources for client approval, and leading project teams; preparing a variety of documentation; and providing on-going support for services, programs and enterprise applications.

NATURE AND SCOPE

  • Analyzes potential improvements, challenges, problems and requirements for existing and proposed enterprise applications, business processes and operational procedures; determines requirements and defines solutions; prepares time and cost estimates; tests new and amended systems and services. 
  • Develops project plans and estimates resources for client approval; coordinates purchase, task assignments and resources to meet project timelines; refers resource conflicts to a superior for resolution; provides leadership to project teams. 
  • Develops and maintains documentation for existing or future business requirements, operating instructions, procedures and processes, and major incident debriefings; designs and produces reports to measure performance and provide information to management. 
  • Consults with internal and external agencies, vendors, clients and departments to review and assess the feasibility of business requirements and change requests; recommends solution options; balances requirements, costs and timelines for user agencies and identifies intricacies in stakeholder requests. 
  • Prepares and updates client engagement documentation such as contracts, budgets and statements of work. 
  • Provides on-going support for systems, programs and enterprise applications and assists with quality assurance reviews; ensures that maintenance, integration, configurations and modifications are carried out as required; liaises with concerned parties on outstanding issues. 
  • Conducts and/or coordinates enterprise applications and user acceptance testing; prepares user-oriented business or technical instructions. 
  • As required, provides guidance and assistance to Business Project Analyst 1s and technical teams. 
  • Performs related work as required. 

KNOWLEDGE, SKILLS, AND ABILITIES

  • Knowledge of the rules, regulations, policies andprocedures governing the work. 
  • Knowledge of applications, methods andpractices related to the operation and administration of the systems or equivalent enterprise system applications related to the work performed. 
  • Knowledge of problem definition and solution techniques applicable to the work performed. 
  • Knowledge of information systems methods, techniques andequipment used in the work. 
  • Knowledge of the methods, techniques, tools andsoftware applicable to leading projects, estimating resources, and preparing project schedules. 
  • Knowledge of the functions of departments and agencies served and their requirements in relation to computer operations. 
  • Ability to provide leadership in project planning and implementation, anticipate and analyze problems, and develop and recommend solutions. 
  • Ability to research, analyze, assess and document a variety of data and information. 
  • Ability to establish and maintain effective working relationships with a variety of internal and external contacts. 
  • Ability to prepare and maintain a variety of records, reports anddocumentation related to the work. 
  • Ability to communicate effectively orally and in writing. 

EDUCATION, TRAINING, AND EXPERIENCE 

  • Completion of a university degree in computer science, engineering or business with a technology focus, preferably certification in ITIL or similar service delivery framework, plus sound related experience, or an equivalent combination of training and experience. 
  • Certificate in business analysis from the IIBA and project management from the Project Management Institute is desirable. 

YOUR FUTURE TEAM 

  • Our client relationships are strong and are a clear reflection of our team's synergy, focus and service delivery. 
  • The strength inour team comes from our diverse sets of business and technical expertise with a healthy dose of mutual respect. 
  • We put our heads together to create effective client solutions and deliver extraordinary service with continual improvement on the horizon. 
  • Fresh Fruit Fridays pop up often as do our occasional Sushi n SharePoint lunches – keeping us healthy and our brains fueled. 

YOUR FUTURE PROJECTS 

  • In developing creative solutions for our clients' many telephony consultancy projects, your contact centre expertise will be highly valued.
  • Keen eye for detail? Your close attention to the coordination of resources, project plans and timelines will be key as we take on many software upgrades 
  • Embarking on a significant hardware refresh that touches 70+ of our valued client users, your superlative organizational abilities will ensure this significant project comes off without a hitch. 

OUR IDEAL CANDIDATE 

  • Displays honesty, integrity and ethical conduct at all times. 
  • Respectfully deals with all internal and external clients at all times. 
  • Ability to exercise sound judgment in making quick and accurate decisions. 
  • Displays exceptional prioritizing and multi-tasking skills in a priority driven environment. 
  • Commitment to professionalism and excellence in customer service. 
  • Exhibits outstanding teamwork skills and is committed to goals and successes through collaboration and cooperation. 
  • Is interested in a long-term career at E-Comm. 

WHAT WE OFFER THE SUCCESSFUL CANDIDATE 

  • Meaningful Work - work with a sense of purpose, supporting the public and first- responders across B.C. 
  • Earned Time Off - Eligibility to participate in our Accumulated Time-Off [ATO] Program. 
  • Pension - We are members of the Municipal Pension Plan – A Defined Benefits Fund. 
  • Employee Savings Plan - a percentage of your earnings matched by the employer, direct to a savings account. 
  • Career Development - we're supporting in developing your skills while pursuing your career at E-Comm. 

RESIDENCY REQUIREMENTS 

  • The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is three [3] years and longer.
  • To qualify for this process, a candidate may either be a Canadian Permanent Resident or Canadian Citizens. 
  • We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration. 

MUST HAVE REQUIREMENTS

  • Demonstrable experience with contact centretechnology platforms (ie. IVRs, telephony, reporting/analysis, recording, knowledge base and CRM systems) 
  • Superlative documentation and written communication skills including intermediate/expert knowledge of MS Office and MS SharePoint 
  • Avaya / Contact Centre Manager system experience 
  • Strong understanding of ACDs and call flows 
  • Business/Statistical Analysis expertise including gathering and clearly defining system and business requirements 
  • Report development and design experience 
  • Previous use of Nice and/or Verint systems 

NICE TO HAVE REQUIREMENTS 

  • Workforce Management systems knowledge and experience 
  • Cognos Express/IBM Planning & Analytics knowledge 
  • Nice IEX/Totalviewand/or Verint Workforce Management systems knowledge and experience 
  • Experience with other business intelligence applications 

HOURS OF WORK 

  • Monday through Friday, 40-hour work week. 

OFFICE LOCATION 

  • Still Creek Drive, Burnaby, BC.

JOB TERM

  • This is a Regular Full-Time position. 

COMPENSATION 

  • We offer a competitive salary, commensurate with experience and a benefits program that includes Medical Services Plan, Extended Medical, Dental, and Vision Care.

TOTAL NUMBER OF POSITIONS

  • Minimum of One (1).

START DATE 

  • ~ Monday 30 April 2018 or earlier depending on security clearance process duration, and candidate availability.

COVER LETTER

  • We kindly request that cover-letters not be included.

APPLICATIONS

  • We are unable to accept in-person, paper, or fax submissions.
  • For ease of responding, you may submit your resume directly to:
  • [email protected]
  • with the subject line: Business Project Analyst 2 - Technology Services (#650-75-MH9898).

Posted: April 16, 2018
Closes:June 15, 2018