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Business Analyst – Customer Communication Management (CCM)
Quantum World Technologies Inc.
Mississauga, CAN
Contract
Senior
Hybrid
Yesterday
Business AnalysisRequirements ManagementCustomer Communication ManagementProcess MappingAgile/ScrumJIRA
Free
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Business AnalysisRequirements ManagementCustomer Communication Management
About the Role
Quantum World Technologies Inc. is seeking a Business Analyst with Customer Communication Management (CCM) expertise for a 12-month contract in Mississauga, ON. You will act as a liaison between business stakeholders and technology teams to define and deliver customer communication solutions for financial institutions.
Key Skills for This Role
Business AnalysisRequirements ManagementCustomer Communication ManagementProcess MappingAgile/ScrumJIRA
Responsibilities
- Lead requirements gathering workshops with business and technology stakeholders.
- Document business, functional, non functional, regulatory, and reporting requirements.
- Perform gap analysis between current state and future state communication processes.
- Create process maps, workflow diagrams, user stories, and business rules.
- Maintain requirements traceability throughout the SDLC lifecycle.
- Analyze communication processes involving statements, customer correspondence, regulatory communications, marketing communications, and print & digital customer communications.
- Support implementation and enhancement of CCM platforms and communication workflows.
- Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
- Collaborate with Architecture, Development, QA, Product, and Operations teams.
- Participate in Agile ceremonies.
- Review solution designs and impact assessments.
- Validate business acceptance criteria and support testing, UAT, change management, and release activities.
Requirements
- 5+ years of Business Analysis experience in enterprise technology environments
- Experience in Customer Communication Management (CCM) domain
- Strong communication and stakeholder management capabilities
- Experience with CCM platforms (Quadient Inspire, OpenText Exstream, SmartCOMM, xPression, Documaker) preferred
- Agile/Scrum delivery experience
- BPMN / Visio Process Modelling
- SQL Fundamentals
- Bachelor's Degree in Business Administration, Information Systems, Computer Science, Engineering, or related field
Full Job Posting
Job Title and Location
- Business Analyst – Customer Communication Management (CCM)
- Location: Mississauga, ON; Hybrid (3 days/week in office)
- Assignment Length: 12 Months (Extendable)
- Years of Experience: 6+ Years
Role Summary
- The Business Analyst – Customer Communication Management (CCM) will play a key role in Symcor's Customer Communications & Experience (CCX) organization.
- Support customer communication modernization initiatives for leading Canadian financial institutions, insurance companies, and enterprise clients.
- Act as a liaison between business stakeholders, product teams, operations, and technology delivery teams.
Top 3 Required Skills
- Business Analysis & Requirements Management: 5+ years of BA experience, expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability.
- Customer Communication Management (CCM) Domain Experience: Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms.
- Stakeholder & Project Delivery Management: Strong communication and stakeholder management capabilities, experience working with Product Owners, Business Partners, Operations Teams, Technology Teams, Vendors, and Client Stakeholders.
Top 3 Preferred Skills
- CCM Platform Experience: Experience with Quadient Inspire, OpenText Exstream, SmartCOMM, xPression, or Documaker.
- Agile Delivery & Tooling: Agile/Scrum delivery experience, JIRA, Azure DevOps, User Story Management, Backlog Grooming, Sprint Planning.
- Process & Data Analysis: BPMN/Visio Process Modelling, SQL Fundamentals, Data Mapping, Interface Analysis, API Integration Understanding, UAT Support.
Key Responsibilities
- Lead requirements gathering workshops with business and technology stakeholders.
- Document business, functional, non functional, regulatory, and reporting requirements.
- Perform gap analysis between current state and future state communication processes.
- Create process maps, workflow diagrams, user stories, and business rules.
- Maintain requirements traceability throughout the SDLC lifecycle.
- Analyze communication processes involving statements, customer correspondence, regulatory communications, marketing communications, and print & digital customer communications.
- Support implementation and enhancement of CCM platforms and communication workflows.
- Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
- Collaborate with Architecture, Development, QA, Product, and Operations teams.
- Participate in Agile ceremonies.
- Review solution designs and impact assessments.
- Validate business acceptance criteria and support testing, UAT, change management, and release activities.
Education Requirements
- Bachelor's Degree in Business Administration, Information Systems, Computer Science, Engineering, or related field.
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