IT, Customer Solutions Analyst

Day & Ross

Brampton, CAN

Full Time

Mid

Field

4 days ago

Business AnalysisRequirements GatheringProcess MappingSalesforceEDIAPI

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Key skills for this role

Business AnalysisRequirements GatheringProcess Mapping

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About the Role

Day & Ross is seeking a Solutions Analyst for Customer Solutions to support process and technology changes with key partners. The role requires experience with customer-facing technologies, Salesforce, and business analysis skills to drive improvements in partner relations.

Key Skills for This Role

Business AnalysisRequirements GatheringProcess MappingSalesforceEDIAPI

Responsibilities

Collaborate with the Business Solutions Specialist and business users to determine project or initiative requirements through interaction and research
Articulate the voice of the customer and partner to provide progressive and practical solutions to internal and external stakeholders
Actively participate in interviews with the Solutions Specialist to capture requirements via workshops, questionnaires, site visits, workflow storyboards, user stories, use cases, etc.
Work closely with customers, sales leaders, customer care, and external partners to capture business requirements and enhancements
Support recommended solutions to drive efficiencies in partner relations with standardization of partner services
Translate business requirements to technical requirements using analysis and modeling tools
Provide advice for solutions beyond the current problem to solution for the future
Identify the portability and impact of solutions beyond the functional area being assessed
Create process models, specifications, diagrams, and charts to provide direction to developers and the project team
Support the creation of test scripts, test plans, and test scenarios based on as is and to be objectives
Lead the QA of solutions to ensure features and functions have been enabled and optimized and requirements met
Support development of training materials

Requirements

Completion or enrollment in Business Analysis certification
College diploma or university degree in business administration, finance, or information systems
ITIL certification recommended
Experience working with Salesforce is an asset
Experience with customer facing technologies is required
Experience with call centre procedures and technologies is required
2 years experience, preferably in the transportation/logistics industry is considered an asset
Proven experience with process and technical requirements analysis, elicitation, modeling, verification, and methodology development
Familiarity with integration software and customer facing technologies (EDI/API/Informatica) is required
Strong interpersonal skills and ability to ask insightful questions
Great listening skills and ability to translate functional requirements into technical specifications
Ability to impact and influence stakeholders to support changes in process or technology

Full Job Posting

Job Description

The Solutions Analyst – Customer Solutions will be responsible for supporting the implementation of process and technology changes with key partners.
It is critical that the incumbent have an understanding of best practices and technology to improve and enhance what and how we communicate with key partners.
The incumbent must possess the requisite skills to support the requirements gathering, process mapping, testing and assessment, and communication of findings to relevant stakeholders.

How You’ll Help

Collaborates with the Business Solutions Specialist and business users to determine a project or initiative’s requirements through interaction and research.
Able to articulate the voice of the customer and partner to provide progressive and practical solutions to internal and external stakeholders that drive value in our services
Actively participates in interviews with the Solutions Specialist to capture requirements in workshops, questionnaires, site visits, workflow storyboards, user story constructs, use cases, and other methods as appropriate
Work closely with customers, sales leaders, customer care, and external partners to capture business requirements & enhancements to identify and document requirements for priorities
Supports recommended solutions to drive efficiencies in partner relations with standardization of partner services
Translate business requirements to technical requirements. This includes using powerful analysis and modeling tools to match functional and strategic business objectives with practical technical solutions
Ability to provide advice for solutions beyond the current problem to solution for the future
Identifies the portability and impact of solutions beyond the functional area being assessed
Creates process models, specifications, diagrams, and charts to provide direction to developers and the project team
Supports the creation of test scripts, test plans and test scenarios which are based on the as is state as well as the to be objective to ensure requirements are met
Leads the QA of solutions to ensure features and functions have been enabled and optimized and requirements met.
Support development of training materials

Your Skills & Experience

Completion, or enrolled in, Business Analysis certification
College diploma or university degree in the field of business administration, finance, or information systems. Professional certification recommended.
ITIL certification recommended
Experience working with SalesForce is an asset
Experience with customer facing technologies is required.
Experience with call centre procedures and technologies is required
2 years experience, preferably in the transportation/logistics industry is considered an asset
Proven experience with process and technical requirements analysis, elicitation, modeling, verification, and methodology development
Familiarity with integration software and customer facing technologies (EDI/API/Informatica) is required
Strong interpersonal skills – ability to ask insightful questions to retrieve required information needed from stakeholders and provide regular feedback to the Solutions Specialist
Great listening skills able to translate functional requirements into technical specifications
Ability to impact and influence stakeholders to support changes in process or technology

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