Business Analyst – Customer Communication Management
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Key skills for this role
About the Role
Astra-North Infoteck seeks a Business Analyst for Customer Communication Management to support customer communication modernization initiatives for financial institutions and insurance companies.
Key Skills for This Role
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, 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
Requirements
- 5+ years of Business Analysis experience in enterprise technology environments
- Expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability
- Strong experience creating BRDs, Functional Specifications, Process Flows, Use Cases, Data Mapping Documents, User Stories and Acceptance Criteria
- Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms
- Understanding of Customer Correspondence, Statement Generation, Regulatory Notices, Marketing Communications, Print and Digital Delivery Processes
- Experience with communication modernization initiatives
- Strong communication and stakeholder management capabilities
- Experience working with Product Owners, Business Partners, Operations Teams, Technology Teams, Vendors, and Client Stakeholders
- Ability to facilitate workshops, solution reviews, and requirements walkthroughs while managing competing priorities
- Bachelor's Degree in Business Administration, Information Systems, Computer Science, Engineering, or related field
Full Job Posting
Job Description
- The Business Analyst – Customer Communication Management (CCM) will play a key role in Customer Communications & Experience (CCX) organization, supporting customer communication modernization initiatives for leading Canadian financial institutions, insurance companies, and enterprise clients.
- The successful candidate will act as a liaison between business stakeholders, product teams, operations, and technology delivery teams to define, document, and deliver customer communication solutions across print and digital channels.
- The candidate will work closely with Product Owners, Architects, Developers, QA teams, Operations teams, and client stakeholders throughout the project lifecycle to ensure business requirements are translated into scalable and compliant technology solutions.
Top 3 Required Skills
- 1. Business Analysis & Requirements Management: 5+ years of Business Analysis experience in enterprise technology environments. Expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability. Strong expe
- 2. Customer Communication Management (CCM) Domain Experience: Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms. Understanding of Customer Correspondence, Statement Generation, Regulatory Notices, Marketing Communications, Pri
- 3. 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. Ability to facilitate workshops, solution reviews, and requirem
Top 3 Preferred Skills
- 1. CCM Platform Experience: Experience with one or more of: Quadient Inspire, OpenText Exstream, SmartCOMM, xPression, Documaker.
- 2. Agile Delivery & Tooling: Agile / Scrum delivery experience, JIRA, Azure DevOps, User Story Management, Backlog Grooming, Sprint Planning.
- 3. Process & Data Analysis: BPMN / Visio Process Modelling, SQL Fundamentals, Data Mapping, Interface Analysis, API Integration Understanding, UAT Support.
Key Responsibilities Business Analysis & Requirements Management
- 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.
Key Responsibilities Customer Communication Management
- Analyze communication processes involving: Statements, Customer Correspondence, Regulatory Communications, Marketing Communications, Print & Digital Customer Communications.
- Support implementation and enhancement of CCM platforms and communication workflows.
- Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
Key Responsibilities Solution Delivery & Project Support
- Collaborate with Architecture, Development, QA, Product, and Operations teams.
- Participate in Agile ceremonies.
- Review solution designs and impact assessments.
- Validate business acceptance criteria.
- Support testing, UAT, change management, and release activities.
Key Responsibilities Governance & Compliance
- Ensure adherence to: Privacy requirements, Accessibility standards, Regulatory obligations, Audit requirements, Symcor PMM and SDLC processes.
- Support governance documentation and process improvement initiatives.
Education Requirements
- Bachelor's Degree in: Business Administration, Information Systems, Computer Science, Engineering, Related field.
Preferred Certifications
- CBAP, PMI PBA, Agile Business Analyst, Scrum Certification, SAFe Certification.
Industry Experience Preferred
- Banking, Financial Services, Insurance, Payments, Customer Communications, Digital Experience Platforms, Regulatory Communications.
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