Business Analyst – Customer Communication Management (CCM)
About the role
Business Analyst – Customer Communication Management (CCM)
Mississauga, ON - Hybrid (3 Days WFO)
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 Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.
Similar Jobs
Business Analyst – Customer Communication Management (CCM)
About the role
Business Analyst – Customer Communication Management (CCM)
Mississauga, ON - Hybrid (3 Days WFO)
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 Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.