Job Description

Under the direction of the Business System Supervisor, the Functional Business Analyst is responsible for application support, including configuration, design, testing and implementation of changes on various platforms and telephony systems in a contact centre environment.


In addition, this position is responsible for end-user support, training and communications of all Winnipeg Transit Plus software. If an issue is larger and more complex in nature, the incumbent will redirect the issue to the Business System Supervisor, providing them with the groundwork and initial analysis of the issue. The Functional Business Analyst will also be accountable for analyzing business key performance indicator (KPI) data, forecasting business needs, and recommending process improvements.


The Functional Business Analyst will act as a resource and liaison between Winnipeg Transit Plus and various Departments/Divisions regarding software applications and as relief for both the Business System Supervisor and the Fare Collection System Analyst.

As the Functional Business Analyst you will:

Analyze data, identify trends and makes recommendations to support Transit Plus operations. Provide expertise, system support and training to end-users, including customers, contractors and vendors, supervisors and Winnipeg Transit Plus staff. Responsible for daily system operations, database management and implementation of system changes, updates and upgrades. Coordinate the design and implementation of system processes with external and internal consultants.
Participates in divisional committees or is involved with divisional projects.

Your education and qualifications include:

Bachelor's Degree or Diploma in Public or Business Administration, Business Analytics, Data Science, or a related field. An equivalent combination of training and experience may be considered.

Three (3) years of experience working with customer service or other complex software applications, in the use of application databases, and the application of system testing methodologies.

Experience leading the implementation, upgrade and enhancement of software applications, including design, configuration, development of test plans and user acceptance testing. Preferably in a contact centre environment.

Experience investigating, analyzing and evaluating complex issues and developing and implementing practical solutions and tools to meet the needs of a changing business.

Experience assessing training needs and preparing and conducting training sessions, including preparing training materials suitable for various people.

Ability to build and analyze queries in a variety of systems.

Ability to learn new software quickly and connect operational requirements to software capabilities.

Ability to utilize Workforce Management Software to calculate staffing requirements, forecast workload, and build daily staff schedules to manage forecasted workload.

Ability to gather and analyze statistical data related to staff/centre/service performance and determine training needs and overall centre requirements.

Ability to work independently with minimal supervision, exercising independent judgement, personal initiative and innovative action in non-routine matters.

Excellent interpersonal skills including the ability to establish and maintain positive working relationships with employees at all levels of the organization, external contractors and vendors, and the public in accordance with the Respectful Workplace Administrative Standard.

Ability to function effectively in a team environment, working collaboratively and promoting knowledge sharing across the team.

Ability to provide leadership and direction to others.

Organization and time management skills including the ability to meet project deadlines.

Excellent written communication skills including the ability to communicate complex material effectively through the creation of high-level documents, specifications, and training materials.

Excellent verbal communication skills including the ability to communicate complex material effectively when presenting business solutions and training sessions.

Proficient in Microsoft Office (Word, PowerPoint and Excel) at an advanced level.

Detailed knowledge of Contact Centre Systems and/or demand-response scheduling software and associated work processes would be an asset.

Knowledge of Transit Plus policies, practices, and processes and Transit fare collection or ability to obtain same within six (6) months.

Knowledge of the Human Rights Code, Accessibility for Manitobans Act and related standards or ability to obtain same within six (6) months.

Conditions of employment:

The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid. Must have and maintain a valid Class 5 Manitoba Driver's License. * A Police Information Check, including Vulnerable Sector Check, satisfactory to the employer will be required from the successful candidate(s), at their expense when requested.