Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We’re proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.

We’re looking for a Business Analyst to join our Support Team! You’ll be responsible to manage the upgrade process for existing customers. You are front-line with the customer and are expected to coordinate and lead all aspects of the upgrade processes. This is a hands-on role where the ability to understand subtleties of customer and employee needs along with detailed knowledge of the software delivery cycle are essential to succeed.

What You’ll Do

• Work with clients throughout the upgrade process; clients moving into Continuous Delivery and those on a manual upgrade path

• Spearhead client communication with respect to upgrades (including but not limited to UAT & production upgrades, post upgrade issue resolution)

• Understand our product at a deep level and remain current with new features as they are released to ensure your solutions to replace custom logic sets the clients up for long term success once they move to Continuous Delivery

• Determine and document product solutions for client specific custom logic to move the client to continuous delivery

• Work with clients to review

• • Custom logic that will be converted to product with no loss of functionality
• • Custom logic that will have a workaround
• • Custom logic that cannot be accommodated, determine the impact to the client if this logic is removed with the goal of the client accepting the loss of functionality to move to continuous delivery

• Manage multiple upgrades simultaneously, setting priorities appropriately

• With closely with other teams document product solutions into a GPT that can be used company wide

• Work with the upgrade team to consistently improve our processes – internal to the team, within the company and with clients

Who We’re Looking For

• Proven Enterprise level Project Management Experience

• Demonstrated enterprise Business Analyst work

• Strong customer relationship skills, willing to own a problem to resolutio

• Ability to speak to and own an agenda with executive level customer

• A self-motivated team player who is strategic in nature but with a proven ability to be tactical when required to ensure timelines are me

• Highly organized and excellent communicator both orally and in writin

• High emotional intelligence with an ability to maintain grace under pressur

• Ability to demonstrate empathy with a resolution focused mindse

• Proficient in Microsoft Office Suite, Excel and PowerPoint and Project (or other project management applications

• Technical aptitude and proven ability to learn new software product

• Knowledge of technologies such as, IT networking, internet technologies, web servers and XML, Jav

• Experience with CRM solutions such as Salesforc

• JIRA experience would be an asset

Perks and Benefits

• Work remotely within a flexible work environment (our team spans the US and Canada)

• Competitive company-paid benefits plan starting day 1!

• Generous professional development budget

• RRSP/ 401k matching program and company stock options

• Half-day Fridays in the summer

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at hr@caseiq.com.