Business Analyst

Calgary, Alberta, Canada | Full-time | COVID-19 remote


Purpose of the position

The Business Analyst is responsible for partnering with the sales business process owners, data science & operations, business systems and IS in the identification and implementation of business solutions utilizing Salesforce. This includes understanding the customer journey and business processes to recognize gaps and opportunities to identify capabilities and define requirements to resolve business problems and improve the customer experience. This position requires the ability to understand the business operations, effectively identify the business/customer requirements, facilitate, interpret and enable the communication between the business and IS, and support the implementation of bug fix, enhancements and new implementations while always staying customer focused and thinking about what the changes mean to the customer experience.

Responsibilities and Accountabilities

  • Partner with the business process owners to understand the customer requirements, business process and effective business outcomes
  • Partner with IS to identify existing system capabilities, system capability gaps and system solution alternatives
  • Ensure alignment with the data science & operations team, as well as the business systems team
  • Drive the gathering and documentation of requirements to identify system/process requirements through interviewing process owners, actors and SMEs, analyzing process performance, root cause analysis, gap analysis and best practice alternatives
  • Clearly and effectively communicate business requirements to IS and enable the clarification and communication of requirements between IS and the business process owners
  • Create and deliver training in support of release and project changes to the partner portal
  • Participate in Salesforce test planning and execution as required based on project scope and role assignment while maintain testing best practice and separation of duties
  • Ensure clear and effective communication for all business system changes
  • Participate in the Salesforce sustainment process including but not limited to input and prioritization of bug fix and enhancement release planning
  • Stay up to date and knowledgeable of Salesforce capabilities and best practice
  • Develop business cases for Salesforce enhancements
  • Manage small projects for Salesforce enhancements
  • Participate in larger company system and data projects as a subject matter expert on Salesforce capability and usage
  • Engage in continuous personal growth and knowledge gathering
  • Other duties as assigned

Education and work experience

  • Degree or diploma in Business, Finance, Computer Science or a related field, or an equivalent combination of education and experience
  • Excellent organizational and priority setting skills are required.
  • Excellent communication skills are required, both written and verbal


  • This position does not have any direct reports

Additional Details

  • Office-based role with occasional work from home opportunities
  • Fast-paced work environment

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