Business Analyst, Customer Success

Sectigo; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global software company is seeking a Business Analyst for Customer Success to collaborate with teams in Ottawa. The ideal candidate will have experience with Salesforce and be skilled in business analysis, technical documentation, and project management methodologies. This full-time position offers a hybrid work model and requires on-site presence in Ottawa several days a week.

Qualifications

• Minimum 2+ years of experience as a Business Analyst with Salesforce.
• Proven experience in business analysis in customer success operations.
• A proactive problem-solving mindset, focused on effective solutions.

Responsibilities

• Collaborate with stakeholders to gather and analyze business requirements.
• Document detailed system specifications and user interactions.
• Lead initiatives to streamline support processes and enhance productivity.

Skills

Business analysis skills

Strong communication skills

Analytical thinking

Project management methodologies

Proficiency in Salesforce

Education

Bachelor's Degree

Tools

Power BI

Salesforce

Power Automate

JIRA

Job description

Job Description

We are looking for a talented Business Analyst, Customer Success to join our growing global team at Sectigo.

The Business Analyst, Customer Success plays a crucial role in driving efficiency and effectiveness for our Service Delivery Teams. The individual collaborates with business leaders, find solutions to issues, and ensure clear requirements, roadmaps, use cases, UAT test cases, expected outcomes, and delivery timetables. While some project management and technical administration tasks may be involved, the primary focus will be on documentation and analysis of solutions for various projects.

This is a full-time position, working in a hybrid model, and reporting to our Ottawa office at least 3-4 days a week.

Here are the core functions, responsibilities, and expectations for this role:

• Collaborate with stakeholders to gather and analyze business requirements, ensuring alignment with business and project goals.
• Document detailed system specifications, including both functional and non-functional requirements.
• Create comprehensive use cases, process flows, and wireframes to illustrate system functionality and user interactions.
• Document current-state and future-state process maps, and support change management efforts.
• Lead initiatives to digitize and streamline support processes, enhancing both agent productivity and customer experience.
• Analyze technical support workflows to identify inefficiencies, bottlenecks, and opportunities for automation.
• Design and implement data-driven solutions using tools like Power Automate, Power BI, and Salesforce Service Cloud.
• Work closely with development teams to ensure accurate implementation of requirements.
• Identify and mitigate roadblocks and risks during project planning, proposing effective solutions.
• Develop and maintain UAT test cases and coordinate testing efforts.
• Communicate effectively with business leaders to align project goals and expectations.
• Collaborate with cross-functional teams to define KPIs and build dashboards that provide actionable insights.
• Monitor project progress, track deliverables, and adjust timetables as needed.
• Provide ongoing support for system enhancements and updates.
• Create and deliver training materials and sessions for end‑users to ensure effective use of systems.
• Other duties assigned and related to the nature of this role and company initiatives.
• Be able to review all technical support related issues and provide solutions.
• Conduct root cause analysis on recurring support issues and propose scalable solutions.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

Qualifications

Education

• Bachelor's Degree from an accredited college or university is preferred.

Experience

• Minimum of 2+ years of experience as a Business Analyst with Salesforce is required. The ideal candidate should have 4+ years of experience with this function working with a global team.
• Minimum of 2+ years Business Analyst or administrator experience with various customer‑centric projects in a scrum Agile environment. The ideal candidate should have 4+ years of experience with this function working with a global team.

Ideal Candidate Profiles, Talents, And Desired Qualifications

• Proven experience in business analysis focused on technical support or customer success operations.
• Hands‑on expertise with Microsoft Power Platform, including Power Automate, Power Apps, and Power BI.
• Strong analytical skills with the ability to translate business needs into clear technical requirements.
• Proficiency in Salesforce, Freshworks HubSpot, etc.
• Strong understanding of Salesforce Service Cloud and its integration with support workflows.
• Excellent communication skills, both written and verbal, with the ability to effectively convey technical information to non‑technical stakeholders.
• Ability to map and optimize complex workflows using automation and low‑code tools.
• Experience leading or contributing to digital transformation initiatives within a global organization.
• Ability to manage projects from pre‑Go Live, kickoff, needs assessment, UAT, and post‑Go Live support.
• Detail‑oriented and organized, capable of managing multiple tasks and projects simultaneously.
• Familiarity with project management methodologies (such as Agile and Scrum) and tools (such as JIRA).
• A proactive problem‑solving mindset, with a focus on identifying and implementing effective solutions.
• Ability to work in a global, fast‑paced environment.
• Passion for continuous learning, staying current with emerging technologies and best practices.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Global team. Global reach. Global impact. At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.