Business Analyst, Service Delivery

Location: Vancouver, BC, Canada
Date Posted: 09-27-2018
The Business Analyst, Service Delivery acts as a subject matter expert (SME) regarding our Digital & Payments Features and Products from the perspective of client implementations. A Business Analyst typically works on a number of concurrent, complicated, unique, and/or standard projects of varying size and complexity. The projects are executed primarily on behalf of external clients and are conducted with a relentless focus on client satisfaction. The Business Analyst engages in discussions with all levels of credit union staff to understand the scope and impact of any proposed initiatives and is comfortable addressing complex challenges.
  • Minimum of 5 years’ experience with visible progression related to responsibilities and project complexity in the financial services industry, including 3 or more years of experience working as a systems or business analysis and demonstrable project management and/or client management experience, preferably in a business environment focused on external clients and including significant IT deliverables
  • Experience of acting in a consultancy capacity guiding clients to appropriate decisions
  • Ability to think strategically, conceptually and analytically; able to prioritize; able to communicate effectively both orally and in writing
  • Demonstrated adaptability and flexibility in meeting a variety of clients’ needs by adjusting approach based on best practice, efficiency, effectiveness, and appropriateness for clients’ requirements and budgets
  • Experience writing and reviewing a variety of business- and project-focused documentation; highly developed business acumen
  • Experience working in a matrix organization with cross-functional teams; must be comfortable negotiating and managing resources
  • Experience in a lean organization, web development, agile software development, banking host systems, payment services and/or multi-channel banking would be considered an asset.
  • Leads consulting activity with all levels of client staff where the Service Delivery function is expected to scope work; recognized and appreciated as a subject matter expert (SME)
  • Demonstrates leadership and initiative within our delivery team and the organization as a whole; available to consult with on an as-needed basis
  • Provides insight to complex projects and expertly manages a wide range of stakeholders (including senior management / executives / 3rd parties)
  • Performs other duties as required to deliver exceptional service and to support our business goals.
Executing, Monitoring and Controlling
  • Creates and maintains artifacts associated with Client initiatives
  • Ensures that implementation planning is completed in a timely manner and that all appropriate resources are made available either independently or in conjunction with a Project Manager
  • Ensures project deliverables meet stated requirements and are delivered to the required standard of quality within the specific constraints of time and cost
  • Uses and understands the importance of the ticket management system in maintaining up-to-date information relating to projects / change requests
  • Uses demand/time tracking system to complete billing for client projects as needed
  • Monitors projects and provides appropriate updates to clients on progress, including general progress updates, budget updates, and risk and issue updates either independently or in conjunction with a Project Manager
  • Tracks and manages any issues as they arise
Defining Scope
  • Speaks with clients to determine and agree project scope (statement of work) and key success factors; understand clients’ priorities
  • Documents scope and other aspects of projects using templates where appropriate, and creates customized documentation as required
  • Coordinates resources from other teams to conduct solution analysis and determine estimated effort for required work
  • Able to identify, document and walk clients through differing options if identified, providing advice as needed and conducting walk-throughs or demonstrations as required.
  • On completion of involvement in an initiative, ensures appropriate transition and handover where required
  • Develops and maintains knowledge of our family of products, application functionality and the high-level architecture of our hosting environment; actively applies this knowledge in day-to-day discussions
  • Works closely with Product Managers, Service Delivery and other departments to identify opportunities for process and product improvement
  • Works with other Business Analysts in Service Delivery to ensure on-going development of Consulting skills.
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