• 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