Business Analyst – Customer Communication Management (CCM)
About the role
Job Title: Business Analyst Customer Communication Management (CCM)
Location: Mississauga, ON; Hybrid (3 days/week in office)
Assignment Length: 12 Months (Extendable)
Years of Experience: 6+ Years
Detailed Job Description
The Business Analyst Customer Communication Management (CCM) will play a key role in Symcor's Customer Communications & Experience (CCX) organization, supporting customer communication modernization initiatives for leading Canadian financial institutions, insurance companies, and enterprise clients.
The successful candidate will act as a liaison between business stakeholders, product teams, operations, and technology delivery teams to define, document, and deliver customer communication solutions across print and digital channels. The role will focus on customer correspondence, statement generation, regulatory communications, omnichannel document delivery, accessibility compliance, workflow automation, and customer experience transformation.
The candidate will work closely with Product Owners, Architects, Developers, QA teams, Operations teams, and client stakeholders throughout the project lifecycle to ensure business requirements are translated into scalable and compliant technology solutions.
Top 3 Required Skills
Business Analysis & Requirements Management
5+ years of Business Analysis experience in enterprise technology environments. Expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability.
Strong experience creating
BRDs Functional Specifications Process Flows Use Cases Data Mapping Documents User Stories and Acceptance Criteria Customer Communication Management (CCM) Domain Experience Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms.
Understanding of
Customer Correspondence Statement Generation Regulatory Notices Marketing Communications Print and Digital Delivery Processes Experience with communication modernization initiatives.
Stakeholder & Project Delivery Management
Strong communication and stakeholder management capabilities. Experience working with Product Owners, Business Partners, Operations Teams, Technology Teams, Vendors, and Client Stakeholders. Ability to facilitate workshops, solution reviews, and requirements walkthroughs while managing competing priorities.
Top 3 Preferred Skills
CCM Platform Experience
Experience With One Or More Of
Quadient Inspire
OpenText Exstream SmartCOMM xPression Documaker Agile Delivery & Tooling Agile / Scrum delivery experience JIRA Azure DevOps User Story Management Backlog Grooming Sprint Planning Process & Data Analysis BPMN / Visio Process Modelling SQL Fundamentals Data Mapping Interface Analysis API Integration Understanding UAT Support
Key Responsibilities
Business Analysis & Requirements Management
Lead requirements gathering workshops with business and technology stakeholders. Document business, functional, non-functional, regulatory, and reporting requirements. Perform gap analysis between current-state and future-state communication processes. Create process maps, workflow diagrams, user stories, and business rules. Maintain requirements traceability throughout the SDLC lifecycle.
Customer Communication Management
Analyze communication processes involving
Statements Customer Correspondence Regulatory Communications Marketing Communications Print & Digital Customer Communications Support implementation and enhancement of CCM platforms and communication workflows. Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
Solution Delivery & Project Support
Collaborate with Architecture, Development, QA, Product, and Operations teams. Participate in Agile ceremonies. Review solution designs and impact assessments. Validate business acceptance criteria. Support testing, UAT, change management, and release activities.
Governance & Compliance
Ensure adherence to
Privacy requirements Accessibility standards Regulatory obligations Audit requirements Symcor PMM and SDLC processes Support governance documentation and process improvement initiatives.
Education Requirements
Bachelor's Degree in
Business Administration
Information Systems
Computer Science
Engineering
Related field
Preferred Certifications
CBAP
PMI-PBA
Agile Business Analyst
Scrum Certification
SAFe Certification
Industry Experience Preferred
Banking
Financial Services
Insurance
Payments
Customer Communications
Digital Experience Platforms
Regulatory Communications
Nice-to-Have Domain Experience
Canadian Banking
Customer Experience (CX) Transformation
Omnichannel Communication Platforms
Print & Mail Operations
Accessibility Programs (AODA)
Accessible Canada Act Compliance
Customer Journey Mapping
Document Presentment & Archival Solutions
Workflow Automation Platforms
Not the right fit? Search for Business Analyst jobs in Mississauga, Ontario, Canada
About J&M Group
At J&M Group, we are the strategic partner for businesses ready to redefine their future. We specialize in delivering integrated, intelligent solutions that drive growth, efficiency, and competitive advantage in a rapidly evolving digital world.
Our expertise is built at the intersection of deep industry knowledge and cutting-edge technology. We help clients navigate complexity, not just by solving today's challenges, but by anticipating tomorrow's opportunities.
Our core service pillars include:
Technology & Digital Transformation: We build the robust, scalable technology foundations—including cloud migration, custom software, and data architecture—that power modern enterprises and enable seamless AI integration.
AI & Intelligent Automation: We turn artificial intelligence into your competitive advantage. Our services range from Generative AI and predictive analytics to process automation, designed to unlock new levels of productivity, personalization, and insight.
Strategic Consulting: We serve as an extension of your leadership team, delivering data-driven strategies for operational excellence, market expansion, and sustainable growth, ensuring your business model is future-proof.
Managed Services: We offer reliable, end-to-end management for your critical IT and business operations. Our AI-enhanced services ensure peak performance, security, and cost-efficiency, allowing you to focus on your core business.
Talent & Resourcing: We bridge the critical skills gap by providing expert talent in AI, data science, and digital transformation, helping you build the agile, high-performing teams needed to execute your vision.
Driven by innovation, integrity, and a commitment to partnership, J&M Group is your single source for transforming ambition into achievement.
Ready to build what's next? Connect with us.
Similar Jobs
Business Analyst – Customer Communication Management (CCM)
About the role
Job Title: Business Analyst Customer Communication Management (CCM)
Location: Mississauga, ON; Hybrid (3 days/week in office)
Assignment Length: 12 Months (Extendable)
Years of Experience: 6+ Years
Detailed Job Description
The Business Analyst Customer Communication Management (CCM) will play a key role in Symcor's Customer Communications & Experience (CCX) organization, supporting customer communication modernization initiatives for leading Canadian financial institutions, insurance companies, and enterprise clients.
The successful candidate will act as a liaison between business stakeholders, product teams, operations, and technology delivery teams to define, document, and deliver customer communication solutions across print and digital channels. The role will focus on customer correspondence, statement generation, regulatory communications, omnichannel document delivery, accessibility compliance, workflow automation, and customer experience transformation.
The candidate will work closely with Product Owners, Architects, Developers, QA teams, Operations teams, and client stakeholders throughout the project lifecycle to ensure business requirements are translated into scalable and compliant technology solutions.
Top 3 Required Skills
Business Analysis & Requirements Management
5+ years of Business Analysis experience in enterprise technology environments. Expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability.
Strong experience creating
BRDs Functional Specifications Process Flows Use Cases Data Mapping Documents User Stories and Acceptance Criteria Customer Communication Management (CCM) Domain Experience Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms.
Understanding of
Customer Correspondence Statement Generation Regulatory Notices Marketing Communications Print and Digital Delivery Processes Experience with communication modernization initiatives.
Stakeholder & Project Delivery Management
Strong communication and stakeholder management capabilities. Experience working with Product Owners, Business Partners, Operations Teams, Technology Teams, Vendors, and Client Stakeholders. Ability to facilitate workshops, solution reviews, and requirements walkthroughs while managing competing priorities.
Top 3 Preferred Skills
CCM Platform Experience
Experience With One Or More Of
Quadient Inspire
OpenText Exstream SmartCOMM xPression Documaker Agile Delivery & Tooling Agile / Scrum delivery experience JIRA Azure DevOps User Story Management Backlog Grooming Sprint Planning Process & Data Analysis BPMN / Visio Process Modelling SQL Fundamentals Data Mapping Interface Analysis API Integration Understanding UAT Support
Key Responsibilities
Business Analysis & Requirements Management
Lead requirements gathering workshops with business and technology stakeholders. Document business, functional, non-functional, regulatory, and reporting requirements. Perform gap analysis between current-state and future-state communication processes. Create process maps, workflow diagrams, user stories, and business rules. Maintain requirements traceability throughout the SDLC lifecycle.
Customer Communication Management
Analyze communication processes involving
Statements Customer Correspondence Regulatory Communications Marketing Communications Print & Digital Customer Communications Support implementation and enhancement of CCM platforms and communication workflows. Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
Solution Delivery & Project Support
Collaborate with Architecture, Development, QA, Product, and Operations teams. Participate in Agile ceremonies. Review solution designs and impact assessments. Validate business acceptance criteria. Support testing, UAT, change management, and release activities.
Governance & Compliance
Ensure adherence to
Privacy requirements Accessibility standards Regulatory obligations Audit requirements Symcor PMM and SDLC processes Support governance documentation and process improvement initiatives.
Education Requirements
Bachelor's Degree in
Business Administration
Information Systems
Computer Science
Engineering
Related field
Preferred Certifications
CBAP
PMI-PBA
Agile Business Analyst
Scrum Certification
SAFe Certification
Industry Experience Preferred
Banking
Financial Services
Insurance
Payments
Customer Communications
Digital Experience Platforms
Regulatory Communications
Nice-to-Have Domain Experience
Canadian Banking
Customer Experience (CX) Transformation
Omnichannel Communication Platforms
Print & Mail Operations
Accessibility Programs (AODA)
Accessible Canada Act Compliance
Customer Journey Mapping
Document Presentment & Archival Solutions
Workflow Automation Platforms
Not the right fit? Search for Business Analyst jobs in Mississauga, Ontario, Canada
About J&M Group
At J&M Group, we are the strategic partner for businesses ready to redefine their future. We specialize in delivering integrated, intelligent solutions that drive growth, efficiency, and competitive advantage in a rapidly evolving digital world.
Our expertise is built at the intersection of deep industry knowledge and cutting-edge technology. We help clients navigate complexity, not just by solving today's challenges, but by anticipating tomorrow's opportunities.
Our core service pillars include:
Technology & Digital Transformation: We build the robust, scalable technology foundations—including cloud migration, custom software, and data architecture—that power modern enterprises and enable seamless AI integration.
AI & Intelligent Automation: We turn artificial intelligence into your competitive advantage. Our services range from Generative AI and predictive analytics to process automation, designed to unlock new levels of productivity, personalization, and insight.
Strategic Consulting: We serve as an extension of your leadership team, delivering data-driven strategies for operational excellence, market expansion, and sustainable growth, ensuring your business model is future-proof.
Managed Services: We offer reliable, end-to-end management for your critical IT and business operations. Our AI-enhanced services ensure peak performance, security, and cost-efficiency, allowing you to focus on your core business.
Talent & Resourcing: We bridge the critical skills gap by providing expert talent in AI, data science, and digital transformation, helping you build the agile, high-performing teams needed to execute your vision.
Driven by innovation, integrity, and a commitment to partnership, J&M Group is your single source for transforming ambition into achievement.
Ready to build what's next? Connect with us.