Business Analyst

Sitetracker; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Lever, Inc. in Toronto seeks a Business Analyst to own the client experience end to end for a portfolio of smaller annualized services engagements and turn recurring service into sustained customer momentum.

You’ll independently lead day-to-day delivery, keep priorities moving, build a healthy pipeline of valuable work, and help customers get more from Sitetracker without relying on TAM oversight. You’ll partner directly with customers to understand what matters next, translate operational needs

Responsibilities

• Lead standalone engagement for a portfolio of smaller recurring service accounts and manage day-to-day BAU requests.
• Translate business needs into actionable backlog items and platform configurations in Sitetracker and Salesforce.
• Proactively identify gaps and drive delivery velocity while maintaining high customer satisfaction.
• Build trusted client relationships, establish priorities, decisions, owners and next steps across multiple accounts.
• Create reusable client-facing materials and templates to scale recurring services delivery.

Job description

The Opportunity

This is an opportunity to own the client experience end to end for a portfolio of smaller annualized services engagements and turn recurring service into sustained customer momentum. As a Business Analyst, you’ll independently lead day-to-day delivery, keep priorities moving, build a healthy pipeline of valuable work, and help customers get more from Sitetracker without relying on TAM oversight.

You’ll thrive here if you naturally create momentum rather than wait for it. You’ll partner directly with customers to understand what matters next, translate operational needs into practical Sitetracker solutions, and continually connect today’s request to tomorrow’s opportunity. Your work will have visible impact on platform adoption, service velocity, and the value customers realize from their recurring services agreement.

With genuine ownership of your accounts, you’ll combine business analysis, Sitetracker platform knowledge, Salesforce concepts, and client leadership in a fast-moving role with room to grow. It’s a strong launchpad for someone who wants to deepen their consulting and account leadership capabilities while building scalable habits that support Sitetracker for tomorrow.

What You’ll Do

As a Business Analyst, you’ll act as the standalone engagement lead for a portfolio of smaller recurring services accounts. You’ll own the rhythm of delivery: running productive client conversations, managing day-to-day BAU requests, organizing competing priorities, maintaining a steady backlog, and keeping service hours focused on work that creates meaningful customer value.

You’ll use your understanding of Salesforce mechanics and Sitetracker administration to translate business needs into actionable backlog items and practical platform configurations. Rather than simply responding to tickets, you’ll proactively uncover operational gaps, recommend the next logical phase of work, remove blockers, and drive consistent platform usage and adoption.

Success means building trusted client relationships while operating with speed, precision, and agency across multiple accounts. You’ll create a repeatable cadence that keeps customers aligned on priorities, sustains service velocity, and ensures recurring engagements continue to deliver measurable value.

The Skills You’ll Have

Client Leadership & Service Velocity

• Lead day-to-day client engagements and recurring service delivery with clear ownership and accountability.
• Run effective client syncs that establish priorities, surface decisions, and remove blockers.
• Maintain momentum across multiple client accounts while keeping stakeholders aligned on next steps.
• Turn passive client relationships into active, value-focused engagements that create expansion readiness.
• Use structured approaches to drive platform usage and strengthen adoption.

Backlog Generation & Priority Management

• Gather business requirements and translate them into clear, actionable backlog items or user stories.
• Guide clients through competing priorities and focus work on the highest business value.
• Track backlog burn-down and service usage to keep delivery visible and on pace.
• Proactively identify operational gaps during routine BAU interactions and convert them into valuable future work.
• Apply repeatable requirement-gathering practices that improve clarity, consistency, and delivery quality.

High-Volume Portfolio Execution & Agency

• Use strong organizational systems to manage multiple concurrent client workloads without losing momentum.
• Take proactive ownership of client issues from identification through resolution.
• Learn platform updates and customer business processes quickly and apply that knowledge in delivery.
• Manage a high-volume client portfolio while protecting customer satisfaction and retention.
• Create reusable client-facing materials and operational templates that make delivery more scalable.

Sitetracker & Salesforce Conceptual Knowledge

• Navigate core Salesforce concepts including objects, fields, layouts, and basic flows or rules.
• Configure and maintain functional settings within Sitetracker or comparable platform software.
• Troubleshoot standard platform and BAU service issues with a structured, practical approach.
• Apply Sitetracker configuration best practices to customer needs.
• Translate complex client operational workflows into clean, usable Sitetracker solutions.

Within 90 Days, You’ll:

• Create clear visibility into service usage, backlog health, and upcoming priorities so customers and internal stakeholders understand progress and where value will be delivered next.
• Demonstrate strong agency by proactively identifying blockers and operational gaps, driving issues through resolution, and escalating thoughtfully when additional expertise is required.
• Take ownership of day-to-day backlog management for assigned accounts, maintaining sufficient pipeline, prioritizing work by business value, and keeping delivery moving without relying on TAM oversight.
• Establish trusted working relationships and a consistent engagement cadence across your assigned client portfolio, with clear priorities, decisions, owners, and next steps.
• Build a working command of Sitetracker, core Salesforce concepts, and the recurring services operating model so you can independently handle standard BAU requests and translate customer needs into clear, actionable work.

Within 180 Days, You’ll:

• Contribute reusable requirement-gathering approaches, client-facing materials, or operational templates that improve consistency and scalability across recurring services delivery.
• Maintain consistent service velocity across multiple concurrent accounts while protecting delivery quality, customer satisfaction, and alignment on business outcomes.
• Demonstrate measurable progress in platform usage and adoption by connecting customer business processes to practical Sitetracker configurations and recommendations.
• Build a sustainable pipeline of valuable work by moving beyond reactive requests to proactively uncover customer needs, operational gaps, and the next logical phase of platform improvement.
• Independently lead your portfolio of recurring services engagements, running effective client syncs and managing priorities, backlog, and delivery with minimal oversight.

Within 365 Days, You’ll:

• Raise the bar for the Business Analyst role by sharing repeatable practices and insights that strengthen delivery quality, customer retention, expansion readiness, and the scalability of the recurring services model.
• Demonstrate strong functional knowledge of Sitetracker and Salesforce concepts by translating complex customer workflows into scalable, usable solutions and independently resolving standard platform challenges.
• Become a trusted advisor who understands each customer’s operating model well enough to anticipate needs, recommend meaningful platform improvements, and turn BAU conversations into opportunities for greater adoption and value.
• Maintain healthy, prioritized backlogs and predictable service velocity across your accounts, with proactive pipeline generation reducing periods of low-value or reactive work.
• Operate as a trusted standalone engagement lead across your portfolio, owning the client experience end to end and consistently delivering measurable value from customers’ recurring services investment.