Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Insight Global is looking for a Senior Business Analyst to join one of North America's largest retail and wellness clients. The ideal candidate will identify and prioritize business and technical requirements from stakeholders, evaluate and optimize business processes, and support the delivery of scalable solutions on the Salesforce Service Cloud platform. This role sits within the Guest Support Technology Team, which supports the Contact Centre Technology ecosystem. The Business Analyst will work closely with cross-functional teams to enhance guest experience through technology innovation and operational excellence. The Senior-level Business Analyst is expected to have 5+ years of experience, ideally in enterprise environments with a focus on Salesforce Service Cloud and it’s integrations that support the Guest Support business.
Responsibilities:
• Identify, gather, and prioritize business, functional, and technical requirements from stakeholders across Guest Support, Technology, and Operations teams.
• Analyze and evaluate business processes, workflows, and roadmaps to identify areas for improvement and automation.
• Create and maintain data-driven reports and dashboards to support business decision-making and performance tracking.
• Lead cross-functional collaboration and communications with business stakeholders, product managers, and technical teams.
• Create and maintain relevant documentation including business requirements, process flows, and user stories; conduct knowledge transfer and training sessions as needed.
• Support testing and validation efforts during solution delivery and post-deployment.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 3+ years of hands-on experience with case management, omni-channel routing, and knowledge base features within Salesforce Service Cloud
- Working experience in dealing with big data and large-scale enterprise systems
- 5+ years of experience in Business Analysis processes and optimization focused on mapping workflows and identifying automation opportunities.
- Strong experience building stakeholder relationships and helping to guide and coach teams during requirement gathering sessions
Nice to Have Skills & Experience
- Retail experience is a plus. (Fashion retail experience would be ideal).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.