Business Systems Analyst, Operations at Manulife in Halifax, NS

Job description

Join our Canadian Segment Operations Excellence Team! Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce. Position Responsibilities: Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad . Work in a customer-centric environment that ensures excellent service delivery for all internal and external clients. Analyzing, documenting user stories & acceptance criteria, investigating, and resolving issues, performing business acceptance testing, and activities to ensure successful delivery of initiatives. Recommend solution options and collaborate with business partners to ensure outcomes meet business expectations. Identify and assess business impacts and risks, tackle issues, provide recommendations on options, and help define end state of desired changes. Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations. Required Qualifications: Developing and implementing performance measurement frameworks. Performing business analysis of functional requirements to identify information, procedures, and decision flows. Produce quality documents including business processes and controls, feasibility, and impact analysis. Lead effective meetings to understand business drivers, rationalize existing processes, present findings, and facilitate decision making. Critically evaluate information gathered from various sources and reconcile concerns, communicate information to collaborators. Define and analyze operational problems, identify risks, and recommend options based on data-driven assessments. Assess impacts of system/process changes to upstream and downstream processes. Build and deliver concise and effective presentations to communicate and clarify ideas to diverse audiences. Support ad-hoc analysis to determine root cause of issues and resolve issues in a timely manner. Work closely with our IT partners through the analysis, development, testing & implementation phases. Measure the success of changes implemented through key performance indicators (KPIs) and user feedback. Provide coaching and development support for associate and intermediate business analysts. Look for ways to improve/streamline the way we work and how we service our customers and partners. Qualifications: 5+ years of experience in business analysis, business system analysis, technical analyst roles. Experience working with Salesforce Service Cloud is required. Design and configure Salesforce Service Cloud solutions, including data models (objects, fields), user interfaces (page layouts, Lightning components), and automation (Flows, validation rules, approval processes), to support business processes such as case management and contact center operations. Experience with a Contact Centre or Operations team is highly preferred. Strong problem-solving, organizational, and analytical skills. Able to quickly learn complex concepts, processes, systems, and technologies via self-directed investigation. Familiarity with Agentforce and general AI/automation concepts. Other technical skills: Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/ Power BI or other analytics programs. AWS is an asset. Good understanding of project management practices. Process modeling and analysis skills including but not limited to information gathering, gap analysis between current and future state along with root cause analysis. Thorough knowledge and experience with testing including creation of test plan and execution. Experience delivering projects involving system implementation. Attributes: Capacity for constant learning, remaining open to change and continuous improvement. Strong collaborat