Business Analyst

Business Analyst – Device Protection Contract Type: Contract Number of Openings: 1 Hours: 37.5 hours/week Location: Remote within Canada Timezone: Flexible; Eastern Time alignment preferred Must-Have Skills Facilitation & Case Management Strong communication skills with experience leading adjudication or escalation discussions Ability to investigate missing data and resolve complex operational issues Data Visualization & Reporting Proven experience creating dashboards and reports using Tableau SQL & Data Extraction Strong SQL skills with the ability to independently write queries and retrieve data Experience extracting and analyzing data from cloud-based data platforms, preferably GCP/BigQuery Nice-to-Have Skills Telecommunications industry experience, including mobile device, billing, or usage data Experience with device warranty, protection, insurance, or claims operations Experience collaborating across multiple teams and resolving operational disputes Role Overview We are seeking a hands-on Business Analyst to support a Device Protection portfolio. This position combines data investigation, operational case support, data extraction, and reporting. The successful candidate will work closely with internal stakeholders and external vendor partners to investigate escalated warranty and protection-related cases and provide the data required to support decision-making. Approximately half of the role will focus on investigating individual customer and device cases and supporting recurring adjudication discussions. The remaining time will focus on extracting and analyzing operational data using SQL and cloud-based data platforms, as well as developing reporting to support the business. This is a highly data-focused Business Analyst role requiring someone who is comfortable independently navigating datasets, writing queries, investigating discrepancies, and communicating findings to business stakeholders. Key Responsibilities Support recurring device-protection adjudication and escalation discussions with external vendor partners. Investigate customer, account, and device-related cases where information is missing or incomplete. Retrieve and validate data related to: Device history Device/IMEI information SIM information Customer and account information Device usage Billing and service information Identify and resolve discrepancies between source systems and operational data feeds. Independently write SQL queries to retrieve required operational and customer data. Extract and analyze data from cloud-based data platforms and other enterprise data sources. Respond to operational data requests from business stakeholders. Maintain and support operational reports and dashboards. Translate data findings into clear business insights. Track and manage multiple investigations and data requests simultaneously. Analyze operational data to identify trends, issues, and opportunities for improvement. Collaborate with Product, Operations, Systems, Analytics, and external partner teams. Required Qualifications Strong hands-on SQL experience and the ability to retrieve data from large datasets. Experience investigating data discrepancies, operational issues, exceptions, or customer/account transactions. Strong analytical and problem-solving skills. Experience working with cloud-based or enterprise data platforms. Experience creating and supporting operational reporting and data visualizations. Ability to independently investigate business questions and determine the appropriate data sources. Strong communication skills with the ability to present findings to both technical and non-technical stakeholders. Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications Experience with Google Cloud Platform (GCP), particularly BigQuery or similar data services. Experience with Tableau, Power BI, Looker, Domo, or other enterprise reporting tools. Telecommunications or wireless industry experience. Experience working with mobile device, billing, customer usage, or account data. Device protection, warranty, insurance, or claims experience. Experience working with external vendors and cross-functional operations teams. Technical Environment Relevant experience includes: SQL Google Cloud Platform (GCP) BigQuery or comparable databases Tableau, Power BI, Looker, Domo, or similar BI/reporting tools Specific experience with any particular SQL client tool is not required. Ideal Candidate The ideal candidate is not a traditional requirements-focused Business Analyst. They are comfortable working directly with data and can move seamlessly between operational problem-solving and technical analysis. They are able to independently investigate business questions, identify the appropriate data sources, extract and analyze data, and communicate findings clearly to stakeholders. While industry experience is beneficial, strong SQL, analytical, and data investigation skills are the primary requirements for success in this role.

The role involves investigating device protection and warranty escalation cases to resolve operational discrepancies. It also requires extracting data using SQL from cloud platforms to create reports and dashboards for business stakeholders.

Candidates must have strong hands-on SQL skills and experience with cloud-based data platforms and data visualization tools. Proficiency in investigating complex operational data and communicating findings to technical and non-technical audiences is required.

• Data visualizationPreferred
• SQLPreferred
• TableauPreferred
• Problem solvingPreferred

Identified from the job description. Confirm important requirements above.

• SQL
• Tableau
• Google Cloud Platform
• BigQuery
• Data Visualization
• Case Management
• Data Extraction
• Facilitation
• Operational Analysis
• Reporting
• Stakeholder Communication
• Problem Solving

• Data & Analytics
• Technology
• Consulting
• Customer Service & Support
• Software

Minimum experience

2+ years

Posting language

English

Working hours

38 hours per week

Seniority

Associate

Application method

Direct apply is available