IT, Customer Solutions Analyst

Solutions Analyst, Sales Operations

Full-time – Brampton, ON

The Solutions Analyst – Customer Solutions will be responsible for supporting the implementation of process and technology changes with key partners. It is critical that the incumbent have an understanding of best practices and technology to improve and enhance what and how we communicate with key partners. The incumbent must possess the requisite skills to support the requirements gathering, process mapping, testing and assessment, and communication of findings to relevant stakeholders.

• Collaborates with the Business Solutions Specialist and business users to determine a project or initiative’s requirements through interaction and research.
• Able to articulate the voice of the customer and partner to provide progressive and practical solutions to internal and external stakeholders that drive value in our services.
• Actively participates in interviews with the Solutions Specialist to capture requirements in workshops, questionnaires, site visits, workflow storyboards, user story constructs, use cases, and other methods as appropriate.
• Work closely with customers, sales leaders, customer care, and external partners to capture business requirements & enhancements to identify and document requirements for priorities.
• Supports recommended solutions to drive efficiencies in partner relations with standardization of partner services.
• Translate business requirements to technical requirements, using powerful analysis and modeling tools to match functional and strategic business objectives with practical technical solutions.
• Provide advice for solutions beyond the current problem to solution for the future.
• Identify the portability and impact of solutions beyond the functional area being assessed.
• Create process models, specifications, diagrams, and charts to provide direction to developers and the project team.
• Support the creation of test scripts, test plans and test scenarios which are based on the as‑is state as well as the to‑be objective to ensure requirements are met.
• Lead the QA of solutions to ensure features and functions have been enabled and optimized and requirements met.
• Support development of training materials.
• Support go‑live activities to assist with resolution of identified defects or enhancements.
• Provide ongoing support to Super User Network.
• Support Application Management Support (AMS) with clarifying impact of tickets and work orders as required.
• Actively participate with feedback to the Project Manager, Solutions Specialist, Testing Manager, and business users during project review sessions.

• Completion, or enrollment in, Business Analysis certification.
• College diploma or university degree in business administration, finance, or information systems. Professional certification recommended.
• ITIL certification recommended.
• Experience working with Sales Force is an asset.
• Experience with customer‑facing technology is required.
• Experience with call‑centre procedures and technologies is required.
• 2 years experience, preferably in transportation/logistics industry, is considered an asset.
• Proven experience with process and technical requirements analysis, elicitation, modeling, verification, and methodology development.
• Familiarity with integration software and customer‑facing technologies (EDI/API/Informatica) is required.
• Strong interpersonal skills – ability to ask insightful questions to retrieve required information needed from stakeholders and provide regular feedback to the Solutions Specialist.
• Great listening skills – able to translate functional requirements into technical specifications.
• Ability to impact and influence stakeholders to support changes in process or technology.
• Comfort with supporting stakeholder meetings and eliciting requirements.
• Ability to identify technical issues or opportunities and translate these to a functional outcome back to the Solutions Specialist.
• Documentation skills/technical writing – including requirements documents, reports, specifications, plans and analysis.
• Knowledge of Business Processes – ability to have a business‑oriented vision.
• Ability to convert specifications…