About the role
About The Job 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
About the role
About The Job 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