Job Description

LOCATION

------------


95 Browns Line, Etobicoke, Ontario, Canada
###

CAREER AREA

Finance and Accounting
###

JOB TYPE

Full time

PAY

-------


Base compensation between 64,710.00 - 79,090.00 Annual

JOB ID

----------


#R61462


The Senior Business Analyst is responsible for ensuring the stability, performance, and efficiency of operational systems, with a focus on diagnosing issues, training users, and building and maintaining process documentation. This role serves as a bridge between end-users and technical teams, providing hands-on support, managing system upgrades, and developing processes to enhance system functionality and user satisfaction.

Key Responsibilities

System Diagnostics and Performance Optimization:

Lead diagnostic assessments using tools like SOTI to monitor and resolve issues in the Handheld Computer (HHC) environment. Drive recommendations to improve the stability and performance of HHC devices and related systems. Analyze hardware needs and recommend potential hardware refreshes, including cost analysis.

Super User Development and Support:

Support the design and continuous improvement of a comprehensive Super User development plan. Oversee and Deliver Super User development training, emphasizing: + Effective Tracking and resolving support issues.
+ Make recommendations based on trends
+ Enhancing Super User capabilities to address issues effectively on the first attempt.
+ Standardising support responses to ensure consistency and maintain compliance with internal procedures
Develop and standardise Standard Work Instruction (SWI) documents to guide Super Users on common system issues.

Training and Documentation:

Develop and implement a plan to revise and update the OCEAN working document library. Provide training for branch teams and other departments on OCEAN system functionalities. Create and maintain process flow maps, including links to OCEAN system requirements. Develop and maintain new documentation to support emerging functionalities within the system. Evaluate proposed system enhancements, develop detailed Business Requirements Documents (BRDs), and review vendor Statements of Work (SOWs) to ensure alignment with business needs and objectives.

Support and Inventory Management:

Verify and update HHC and Sonim device inventory lists. Provide ongoing support for HHC and Sonim devices as new functionalities are added to the ELD and content libraries. Offer after-hours support to address critical system issues.

Issue Management and Testing:

Provide actionable recommendations to address OCEAN and Dolphin system issues impacting business operations. Manage ServiceNow tickets Administer user access, including creating and modifying user accounts and access levels. Lead and coordinate testing for OCEAN/Dolphin system updates, new releases, and hotfixes. Conduct root cause analyses for OCEAN errors and failures. Support OCEAN upgrade windows during branch downtime (typically weekends).

Ad-Hoc Requests and Reporting:

Respond to and fulfill ad-hoc report requests as needed by the business. Create and maintain standardized and ad-hoc reports to meet evolving business needs, ensuring accuracy, clarity, and timelines. Develop and manage Power BI dashboards to support data-driven decision-making across operational, support and leadership teams. Conduct detailed data analysis to identify trends, insights, and opportunities for process or system improvements.

Position Qualifications

5+ experience with systems like OCEAN (in-house Track and Trace platform) and Dolphin (Mobile application for Track and Trace) or similar enterprise applications. 5+ years delivering programs across multiple provinces in Canada. Proven experience (typically 5+ years) in business systems analysis, process improvement, and project management. Familiarity with tools like SOTI for device diagnostics and management. Prior experience in a role involving Super User training and support. Strong Knowledge of ServiceNow or similar ticketing systems. Clear and concise communicator - strong oral and written skills to deliver compelling messages Strong computer skills, Advanced MS Office (Word, Excel, PowerPoint, Access), Skilled in the use, creation and management of PowerBI High attention to detail, organized and able to access and share information easily Proven strong time management, planning and priority management skills Excellent analytical problem-solving and decision-making skills coupled with a solid background working with data and conducting analysis. * Bilingualism in English and French is an asset but not a must