Job Description

HM Note: This hybrid contract role is three (3) days in office. Candidate resumes must include first and last name, email and telephone contact information.

Description

Background Information

We are seeking a Senior Business Analyst to support a major transformation program integrating BMC Helix Remedy with customer-facing web applications. The initiative focuses on enhancing customer data management, digitizing agreements, enabling personalized product recommendations, and leveraging AI/ML-driven insights to improve customer experience. The Senior Business Analyst will act as the key liaison between business stakeholders, technical teams, and solution architectsaEUR"ensuring that business needs are clearly captured, documented, and translated into actionable technical requirements that drive effective system integration and digital enablement.

Must haves:

Proven experience as a Senior Business Analyst on large-scale integration or digital transformation projects. Strong background in business process analysis, data management, and system integration Ability to produce structured documentation (requirements, process flows, customer journey maps, user stories). Bachelor's degree in Business, Information Systems, or related field.

Responsibilities:

Business Analysis & Requirements Definition

Lead requirements gathering workshops, stakeholder interviews, and process walkthroughs to identify and define functional and non-functional requirements. Translate business needs into detailed business and functional requirement documents (BRDs/FRDs), user stories, and use cases. Define and document current ("as-isaEUR) and future ("to-beaEUR) business processes, highlighting opportunities for automation and data-driven improvements.

Integration & Solution Alignment

Work closely with the technical teams to ensure business requirements are accurately reflected in API specifications, integration designs, and data models. Define data requirements and mapping logic between customer-facing systems and backend platforms (including Helix Remedy). Support validation of API-based integrations from a business workflow and data accuracy perspective.

Customer Experience & Digital Process Improvement

Partner with UX, product, and digital teams to enhance customer journeys, streamline digital agreement workflows, and improve end-to-end process visibility. Identify and prioritize opportunities for digitization and automation within the customer engagement lifecycle. Collaborate with software engineering teams to align business processes with intelligent recommendation systems and data-driven insights.

Stakeholder Engagement & Governance

Facilitate cross-functional alignment between business, operations, and other internal stakeholders Support governance processes including requirements sign-off, change control, and project gating.

Desired Skills:

Experience in projects involving customer data management, digital agreement workflows, or customer experience platforms (CRM, CMS, etc.). Familiarity with AI/ML-based recommendation systems or data enrichment processes.

Required Skills:

Requirements Gathering & Documentation - Eliciting, analyzing, and clearly documenting business and technical requirements. Process Mapping & Modeling - Understanding and improving business workflows using tools like flowcharts or Visio. Data Analysis & Reporting - Using data (Excel, SQL, BI tools) to support decisions and validate requirements. Problem-Solving & Critical Thinking - Identifying gaps, root causes, and proposing practical solutions. Technical Understanding - Familiarity with software systems, APIs, and integration basics. Agile & Scrum Knowledge - Writing user stories and collaborating in agile teams. Communication & Presentation Skills - Conveying insights and recommendations clearly to technical and non-technical audiences.

Evaluation Criteria:

7+ years of experience as business analyst in the software development team/product management team.

40 Points

3+ years in enterprise integration or digital transformation initiatives.

20 Points

7+ of experience with formal requirements elicitation and analysis techniques.

20 Points

Experience documenting customer journeys and application workflows.

20 Points

Total evaluation criteria: 100 points

Deliverables

Deliverables Include but not limited to:

Detailed Business & Functional Requirements Package for the digital transformation initiatives for the 3 or more iterations of product releases. Business Process & Customer Journey Map documents describing current end user experience and end state experience for target users.

Knowledge Transfer Details:

The resource will ensure full knowledge transfer is provided to the Ontario Health team before end of engagement. Some of this might occur at the end of the engagement but will also be shared as information is obtained/consolidated. Key deliverables will be shared with team. The resource must provide all related documentation as part of knowledge transfer protocol. Documents will be reviewed by the appropriate leads and signed off by manager/director. The resource will work collaboratively with the Ontario Health team throughout the assignment and ensure key deliverables, milestones, and documentation are shared. A walkthrough of any demos, development, etc. will be required before the end of the engagement.

Must Haves:

7+ years proven experience as a Senior Business Analyst on large-scale integration or digital transformation projects. 7+ years experience in business process analysis, data management, and system integration 7+ years ability to produce structured documentation (requirements, process flows, customer journey maps, user stories). * Bachelor's degree in Business, Information Systems, or related field.