Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

We are looking for a driven Business Analyst to support the enhancement and delivery of agent-facing contact centre tools, with a strong focus on Salesforce CRM. This 1-year contract role is ideal for someone with hands-on experience in requirements gathering, defect tracking, and incident coordination within a fast-paced enterprise environment.

You will work closely with business stakeholders, product owners, QA teams, and technical delivery partners to ensure solutions meet functional needs, are thoroughly tested, and are stable in production.

What You'll Do

• Act as a key liaison between business users, product owners, and technical teams to gather and document business and functional requirements for agent tools and CRM enhancements.
• Translate business needs into clear, actionable technical requirements and user stories for development teams.
• Lead defect management processes, including logging, triaging, prioritizing, and tracking resolution using tools like ServiceNow.
• Coordinate with developers and QA teams to ensure all defects are resolved and retested within release timelines.
• Support and guide User Acceptance Testing (UAT) by preparing test scenarios, validating requirements, coordinating testers, and tracking issues.
• Participate in incident resolution by working with support teams to investigate, reproduce, and document issues impacting agent tool functionality.
• Collaborate with cross-functional teams to verify fixes and ensure minimal disruption to contact centre operations.
• Maintain accurate and up-to-date documentation for requirements, test cases, issue logs, and release notes using tools like JIRA, Confluence.

What You Bring

• 2+ years of experience working in a business systems analyst, application support, or technical delivery role with a focus on CRM or contact centre solutions.
• Solid experience gathering and documenting detailed business and system requirements.
• Proven track record managing defects and production issues in a structured tool (JIRA, ServiceNow, or similar).
• Familiarity with Salesforce Service Cloud/Financial Cloud, contact centre workflows, and case management tools.
• Experience working in Agile or hybrid delivery environments including utilization of project management tools like JIRA, Confluence, or similar platforms.
• Experience supporting or managing test cycles including User Acceptance Testing and Post Implementation Testing.
• Strong problem-solving skills and the ability to collaborate effectively with both technical and non-technical teams.
• Excellent written and verbal communication skills.

Salesforce and/or Tableau certifications are considered strong assets

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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