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Business Systems Analyst, Operations
ManulifeBusiness Systems Analyst supporting Salesforce initiatives across Canadian Segment teams at Manulife. Analyze user stories, resolve issues, and ensure successful delivery of initiatives while enhancing service delivery.
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad
- Work in a customer-centric environment
- Analyzing, documenting user stories & acceptance criteria
- Investigating and resolving issues, performing business acceptance testing
- Recommend solution options and collaborate with business partners
- Identify and assess business impacts and risks
- Design and configure Salesforce Service Cloud solutions
- Support ad-hoc analysis to determine root cause of issues
Requirements
What you’ll need- 5+ years of experience in business analysis, business system analysis, technical analyst roles
- Experience working with Salesforce Service Cloud
- Design and configure Salesforce Service Cloud solutions, including data models, user interfaces, and automation
- Experience with a Contact Centre or Operations team
- Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/Power BI
- Good understanding of project management practices
- Process modeling and analysis skills including information gathering, gap analysis, and root cause analysis
- Thorough knowledge and experience with testing including creation of test plan and execution
Benefits
Comp & perks- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans including pension and global share ownership plan with employer matching contributions
- financial education and counseling resources
- paid time off program including holidays, vacation, personal, and sick days
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Salesforce Service Cloudbusiness analysisbusiness system analysistechnical analysisdata modelsuser interfacesautomationprocess modelinggap analysisroot cause analysis
Soft Skills
customer-centriccollaborationproblem-solvingcommunicationanalytical thinkingrecommendation skillsrisk assessmentdocumentationtestingbusiness impact analysis