Job Description

You are as unique as your background, experience and point of view. Here, you\xe2\x80\x99ll be encouraged, empowered and challenged to be your best self. You\'ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you\'ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

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As a Business Systems Analyst and a member of the Business Systems Analysis team you will be assigned to the Application Operation Services -- Call Centre Support Team. Working within this team, you will utilize your knowledge of business objectives and processes, products, people, technology and quality concepts to:

• Partner with business and technology areas to ensure the technology and process solutions delivered/supported meet the needs of the business partners and the appropriate level of quality based on risk
• Support the following applications/technologies in the Sun Life Call Centres; Customer Relationship Management applications (Siebel/Pega) and call center infrastructure applications
• Provide critical day-to-day technical and process support for the Call Centres
• Create and execute comprehensive test plans to ensure quality deliverables to the Call Centres

Main Accountabilities:

• Work closely with various IT teams within the organization to provide ongoing support and resolution for Call Centre issues in a timely manner
• Work closely with the Call Centres to maintain up to date lists of various Call Centre data required to support ongoing activities
• Work closely with the Call Centres and appropriate technical teams to manage all Call Centre rollouts (hardware and software)
• Shared responsibility for creating and maintaining up to date documentation
• Responsible for creation and execution of comprehensive test plans to ensure quality deliverables to the Call Centre including participation in post implementation testing for both application and infrastructure changes
• Establish and maintain a trusted collaborative relationship and dialogue with Call Centre Management and teams and other business partners
• Work on the operations baseline team

• Facilitate the communication between the business and technology areas to address business issues.
• Partner with the technical staff to interpret the needs of the business, assist in the design of the solution, and deliver the expected result to our business partners.
• Communicate with our business partners in an effective and timely manner
• Ensure written documentation is clear, understandable, audience appropriate and accurately captures the key information required for a quality solution that meets business needs.
• Take ownership of support/project issues and engage the appropriate resources to reach solution
• Ensure potential issues are tracked and escalated in a timely manner
• Participate fully as a member of the team by supporting a work environment that promotes knowledge sharing, customer service, quality, innovation and teamwork.
• Gather, document, examine and manage business requirements on small baseline initiatives by following the current company development methodology. This involves managing/facilitating business requirements sessions, conducting interviews and maintaining or creating documentation
• Coordinate or participate in obtaining estimates from all team members and provide those to the business for review and approval for small baseline initiatives.
• Testing small enhancements prior to implementing into production.

Competencies:

• Enhanced Reliability Screening is required for this role
• Excellent command of the English language both verbal and written.
• Customer and results focused: ability to work with customers to understand and act based on their needs, assess risks, and achieve a valued result.
• Solid analysis, organization and problem solving skills
• Adaptable: maintains effectiveness while managing competing demands, dealing with frequent change, delays or unexpected events
• Dependable: Follows instructions in a timely manner, responds to management decisions and follows through on commitments
• Professional: Treats others with respect, reacts well under pressure and accepts responsibility
• Judgement: Uses sound and accurate judgement, supports and explains reasons for decisions and makes timely decisions.
• Leadership skills; ability to tactfully bring opinions, comments and thoughts forward
• Creates an open and trusting environment by sharing information in a timely manner
• Solid communication skills; ability to understand and accurately interpret the meaning, purpose and importance of verbal and non-verbal messages
• Ability to express ideas, thoughts and information so that it can be understood by others
• Writes logically and concisely ensuring meaning is clear and presented in a way that meets the user\'s needs
• Applies plain language principles, proper grammar and sentence structure
• Innovation; looks for new approaches to the way things are done
• Enables and inspires others
• Solid knowledge of business analysis principals and best practices
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Technical Skills:

• Experience in the Business Systems Analyst role in an operations support environment.
• In-depth experience with Microsoft Office products (Outlook, Word, Excel, PowerPoint, Visio)
• Experience with collaboration tools such as Sharepoint
• Ability to multi-task
• Proven track record in a client-focused environment

Assets:

• Good understanding of systems development methodologies.
• Call Centre support experience
• Data-driven mindset: able to logically analyze and communicate data effectively

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range: 61,000/61 000 - 101,000/101 000

Job Category: Business Analysis - Systems

Posting End Date: 18/02/2024

Sun Life Financial