Business Analyst

The Business Analyst will develop requirements for technology changes, complete business process reviews, manage operational issues and work with all stakeholders across LAO to ensure the smooth functioning of LAO’s Contact Center, the Client and Lawyer Support Centre (CLSC). In addition, you will provide subject matter expertise on all Contact Center processes.

Home Location: Toronto
Secondary locations: not applicable

Reports to: Operations Manager, Intake Operations Support

• Elicit and define business requirements for department initiatives.
• Translate high level business requirements into a detailed Business Requirements Document for review by multiple stakeholders.
• Conduct functional, user acceptance and regression testing; manage project implementation and issue tracking.
• Manage the migration of the Contact Center solution from the legacy system to the new CCaaS platform, participating in or leading discovery sessions to ensure all requirements are captured.
• Create, maintain and implement auto attendant and IVR menus as well as call routing configurations.
• Act as a liaison between the Contact Center, IOS and other LAO departments
• Develop and maintain a strategic and operational framework for the continuous evaluation and improvement of business practices.
• Collaborate with cross-functional project teams to deliver process improvement initiatives that enhance client satisfaction.
• Analyze Contact Center metrics and reporting to support business process improvements through data gathering and analysis.
• Troubleshoot and resolve user issues and minor technical problems.
• Work with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities
• Provide recommendations to the Operations Manager and IOS Director on process improvements, technology changes or client service strategies
• Lead or assist with drafting RFI’S and RFP's, assess proposals and participate in the vendor selection process.
• Develop and implement processes for tracking system activities and identifying risks
• Collaborate with teams to design and develop job aids for new business initiatives or process changes, including technical documentation.
• Draft and review business notes for Contact Center and IOS initiatives involving process changes or service/ product acquisitions.
• Assist with inventory management and support the Contact Center on-boarding process.
• Ensure all Contact Center users and operations support staff are supported with appropriate tools and technologies. Perform other tasks as needed

• Expert knowledge of Contact Center operations, reporting and analytics and technologies (Minimum 5 years’ experience)
• Business or IT related degree or Business Analysis related certification; Certified Business Analyst Professional (CBAP) is considered an asset.
• Advanced expertise in requirements gathering, gap analysis, business process mapping and user interface mock-ups
• Experience drafting business notes and clear, concise documentation for various stakeholders.
• Proven analytical skills in a call center environment, with a strong understanding of contact center metrics and reporting.
• Experience leading or participating in the implementation or migration of a contact center solution or platform.
• Experience with functional, user acceptance and regression testing as well as project implementation and issue tracking
• Experience with drafting test plans, test cases or scripts to support system rollout.
• Experience with auto attendant and IVR setup and call routing configurations.
• Good understanding of network requirements for new and existing user setup.
• Broad understanding of t IT department operations and challenges, particularly in the context of contact center technology
• Solid knowledge of project life cycle and project management principles.
• Advanced computer skills that including proficiency Word, Excel, PowerPoint, Visio and Teams; MS Project is an asset;
• Strong verbal and written communication skills with the ability to effectively interact with all management levels and technical teams.
• Experience in creating technical job aids and delivering training and/or demos to end users and stakeholders.
• Vendor management experience including RFP/ RFI processes and vendor evaluation
• Strong presentation skills
• Highly developed interpersonal, conflict resolution, and problem solving skills
• Demonstrated flexibility and adaptability to respond to fast-changing business needs and priorities
• Strong organizational and time management skills to manage multiple tasks and deadlines effectively.

Only candidates selected for an interview will be notified.

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