Customer Experience Business Systems Analyst Jobs in Winnipeg, Manitoba, Canada
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Winnipeg, Manitoba, Canada
Customer Experience Business Systems Analyst
Top Benefits
About the role
Utility
Customer Experience Business Systems Analyst
Winnipeg, MB
Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! We are a leader among energy companies in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that champions safety, supports innovation, and delivers on our commitment to customer service - while actively fostering a diverse, equitable, and inclusive workplace reflective of the communities we serve.
Great Benefits
Competitive salary and comprehensive benefits package. Defined-benefit pension plan for long-term financial security. Nine-day work cycle, typically resulting in every other Monday off to support a balanced approach to work, family life and community.
Position Overview
Under the general direction of the supervisor, you will lead business analysis and requirements modelling for a functional domain across integrated applications, primarily within the Customer Support Applications domain, including the Customer Information System (CIS). The role is responsible for leading end-to-end business analysis activities for CIS and related systems, including stakeholder requirements elicitation, functional documentation, configuration oversight, and coordination of system testing for moderately complex changes and upgrades. You will be a key contributor to the transition from the existing CIS to a new system, supporting requirements definition, data and process alignment, and change readiness. The role provides consultative advice to business clients, mentors junior team members, and participates in the planning and execution of technology initiatives that enhance customer experience and operational effectiveness.
Responsibilities
May lead and perform configuration for moderately complex changes and enhancements; reviews work of junior analysts and ensures quality and compliance with established processes. May lead and perform requirements modelling (process maps, use case narratives, data flows); conducts walkthroughs for validation and sign-off. Mentors junior analysts by reviewing deliverables, sharing best practices, and providing feedback to support skill development. May lead and author comprehensive test plans; prepares test data/cases; coordinates and executes system and user acceptance testing. May lead and contribute to assigned work packages within IT software projects, upgrades, or initiatives; provides input into planning, design, and execution activities. May lead and perform consulting for complex requirements; analyzes options and advises on functional approaches that align with business objectives and technology standards. May lead and perform resolution of complex functional issues across integrated applications and interfaces; develops knowledge base articles and supports operational procedures. Partners with BI and analytics teams to design and validate advanced dashboards and reporting solutions; provides input on data models and ensures alignment with business processes. May lead and perform impact assessments for industry trends and system updates; recommends adoption strategies for assigned domains. May lead and perform day-to-day dealings with vendors for assigned systems; evaluates proposals, reviews deliverables, and provides recommendations to stakeholders. May lead and perform the development and delivery of end-user training for system changes and upgrades; coordinates training logistics and ensures materials meet business needs. Leverages enterprise tools including SAP, ServiceNow, Azure DevOps, and reporting platforms to lead analysis activities, coordinate testing, and support delivery of functional changes across assigned areas. Coordinates software maintenance and user licensing requirements across multiple systems; ensures compliance with corporate standards and vendor agreements. Plans and executes upgrades for supported solutions; performs critical steps, assesses impacts and ensures alignment with integration and security standards. Participates in the development of departmental strategies and plans; recommends initiatives to improve system performance and business processes.
Qualifications
A four-year Bachelor degree (Business, Computer Science, Engineering, or a related discipline preferred) from a recognized university plus a minimum of three years related business analyst experience and a minimum of three years of direct experience independently performing requirements analysis, business process and solution modelling, test planning and execution for moderately complex to complex initiatives, particularly focused within modern CIS implementations; OR A two-year Diploma (Business, Information Technology or related discipline preferred) from an institute of recognized standing plus a minimum of five years related business analyst experience and a minimum of three years of direct experience independently performing requirements analysis, business process and solution modelling, test planning and execution for moderately complex to complex initiatives, particularly focused within modern CIS implementations; OR Grade 12 and a Business Analyst Certificate plus a minimum of seven years related business analyst experience and a minimum of three years of direct experience independently performing requirements analysis, business process and solution modelling, test planning and execution for moderately complex to complex initiatives, particularly focused within modern CIS implementations. IIBA Certification would be considered an asset. Lean, Agile, or OCM certifications would also be considered assets. Demonstrated ability to support and enhance Customer Information Systems and related integrated applications, including understanding cross-system impacts, interfaces, and dependencies. Demonstrated ability to apply business analysis methods to complex work; able to lead the design and improvement of BA processes and mentor others in their application. Demonstrated ability to analyze complex information, resolve inconsistencies, lead modeling activities (process maps, data flows, use cases), and produce detailed functional artifacts. Demonstrated ability to balance Agile and Waterfall practices, adjust approach based on context, and advise teams on delivery methods. Demonstrated ability to lead the development of comprehensive test plans and coordinate UAT and system testing activities for complex changes. Demonstrated ability to prepare detailed and accurate models (e.g., process maps, use case narratives, data flows) and lead walkthroughs to validate understanding and obtain sign-off. Demonstrated ability to select appropriate modelling techniques and ensure consistency across artifacts. Demonstrated ability to influence outcomes, bridge differing perspectives, and manage stakeholder expectations across functions. Demonstrated ability to evaluate complex issues, balance competing priorities, and recommend well-reasoned solutions that align with business objectives. Demonstrated ability to mentor junior analysts, review work products, and contribute to improving business analysis practices.
Salary Range
Starting salary will be commensurate with qualifications and experience. The range for the classification is $41.26-$57.11 Hourly, $79,060.02-$109,437.90 Annually.
Apply Now!
Ready to join a team that energizes Manitoba and puts safety, innovation, and inclusion at the heart of everything we do? Visit www.hydro.mb.ca/careers to learn more about this position and to apply online.
Application deadline: JULY 14, 2026.
We appreciate your interest in Manitoba Hydro and thank all applicants. Only those selected for the next stage of the selection process will be contacted.
If you require accommodations during the recruitment process or need this posting in an accessible format, please let us know - we're committed to a barrier-free experience for all candidates.
Manitoba Hydro
360 Portage Avenue Winnipeg MB R3C 0G8 (204) 360-7282 Send Email Visit Website
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Tech Manitoba is an industry-focused association representing Manitoba's tech sector. Our goal is to accelerate the growth, prosperity and sustainability of the industry through relevant programming, advocacy and collaboration.
As a not-for-profit, membership based association; Tech Manitoba's constituency is broad-based encompassing vendors, consumers, government, education, chambers of commerce and sector councils. As information and communication technologies are enabling every facet and type of business, Tech Manitoba membership is open to all and fees are structured to be inclusive to any size company.
Tech Manitoba was launched as an industry association in December 2004. Our purpose is to assist our member companies, in achieving greater success through human capital development programs, networking events, conferences, cost-saving benefits and promotional marketing opportunities.