Senior Business Analyst

Brink's; Toronto; On-site; CAD 75,000 - 90,000; Full time

Job summary

A global leader in secure logistics is seeking a Senior Business Analyst to enhance system functionalities, ensure operational efficiency, and provide training. You will oversee diagnostic assessments, manage user access, and lead projects across multiple provinces. Ideal candidates have 5+ years in business systems analysis and strong skills in tools like ServiceNow and Power BI. This role is integral to improving user satisfaction and operational performance.

Benefits

Opportunities for skill development

Collaborative team culture

Empowering work environment

Qualifications

• Experience with OCEAN and Dolphin systems.
• Proven experience in process improvement.
• Prior experience in Super User training.

Responsibilities

• Ensure stability and performance of operational systems.
• Provide training for branch teams.
• Manage ServiceNow tickets and administer user access.

Skills

System Diagnostics

Training Users

Analytical Problem Solving

Communication Skills

Time Management

Education

5+ years in business systems analysis

Tools

ServiceNow

Power BI

SOTI

Job description

About the job

The Senior Business Analyst is responsible for ensuring the stability, performance, and efficiency of operational systems, with a focus on diagnosing issues, training users, and building and maintaining process documentation. This role serves as a bridge between end-users and technical teams, providing hands-on support, managing system upgrades, and developing processes to enhance system functionality and user satisfaction.

Key Responsibilities

System Diagnostics and Performance Optimization:

• Lead diagnostic assessments using tools like SOTI to monitor and resolve issues in the Handheld Computer (HHC) environment.

• Drive recommendations to improve the stability and performance of HHC devices and related systems.

• Analyze hardware needs and recommend potential hardware refreshes, including cost analysis.

Super User Development and Support:

• Support the design and continuous improvement of a comprehensive Super User development plan.

• Oversee and Deliver Super User development training, emphasizing:

• Effective Tracking and resolving support issues.

• Make recommendations based on trends

• Enhancing Super User capabilities to address issues effectively on the first attempt.

• Standardising support responses to ensure consistency and maintain compliance with internal procedures

• Develop and standardise Standard Work Instruction (SWI) documents to guide Super Users on common system issues.

Training and Documentation:

• Develop and implement a plan to revise and update the OCEAN working document library.

• Provide training for branch teams and other departments on OCEAN system functionalities.

• Create and maintain process flow maps, including links to OCEAN system requirements.

• Develop and maintain new documentation to support emerging functionalities within the system.

• Evaluate proposed system enhancements, develop detailed Business Requirements Documents (BRDs), and review vendor Statements of Work (SOWs) to ensure alignment with business needs and objectives.

Support and Inventory Management:

• Verify and update HHC and Sonim device inventory lists.

• Provide ongoing support for HHC and Sonim devices as new functionalities are added to the ELD and content libraries.

• Offer after-hours support to address critical system issues.

Issue Management and Testing:

• Provide actionable recommendations to address OCEAN and Dolphin system issues impacting business operations.

• Manage ServiceNow tickets

• Administer user access, including creating and modifying user accounts and access levels.

• Lead and coordinate testing for OCEAN/Dolphin system updates, new releases, and hotfixes.

• Conduct root cause analyses for OCEAN errors and failures.

• Support OCEAN upgrade windows during branch downtime (typically weekends).

Ad-Hoc Requests and Reporting:

• Respond to and fulfill ad-hoc report requests as needed by the business.

• Create and maintain standardized and ad-hoc reports to meet evolving business needs, ensuring accuracy, clarity, and timelines.

• Develop and manage Power BI dashboards to support data-driven decision-making across operational, support and leadership teams.

• Conduct detailed data analysis to identify trends, insights, and opportunities for process or system improvements.

Position Qualifications

• 5+ experience with systems like OCEAN (in-house Track and Trace platform) and Dolphin (Mobile application for Track and Trace) or similar enterprise applications.

• 5+ years delivering programs across multiple provinces in Canada.

• Proven experience (typically 5+ years) in business systems analysis, process improvement, and project management.

• Familiarity with tools like SOTI for device diagnostics and management.

• Prior experience in a role involving Super User training and support.

• Strong Knowledge of ServiceNow or similar ticketing systems.

• Clear and concise communicator – strong oral and written skills to deliver compelling messages

• Strong computer skills, Advanced MS Office (Word, Excel, PowerPoint, Access),

• Skilled in the use, creation and management of PowerBI

• High attention to detail, organized and able to access and share information easily

• Proven strong time management, planning and priority management skills

• Excellent analytical problem-solving and decision-making skills coupled with a solid background working with data and conducting analysis.

• Bilingualism in English and French is an asset but not a must

Qualifications

Build a Career with Purpose at Brink’s

For over 165 years, Brink’s has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve—powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink’s partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind.

At Brink’s, we operate in more than 100 countries, across cultures and languages, yet we’re one team—committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact.

No matter which business area or country you are located, Brink’s offers a place to build a meaningful career. Here, you’ll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what’s right, working together, and striving for excellence. If you’re looking for a career that combines purpose with performance, Brink’s is the place for you.

Brink’s is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know—we’re here to support you every step of the way.

Développer une carrière motivante chez Brink's

Depuis plus de 165 ans, Brink’s est un leader mondial de confiance en matière de logistique sécurisée et de solutions de gestion des espèces et des objets de valeur. Aujourd'hui, nous continuons à évoluer - propulsés par la technologie, guidés par un objectif et unis par des valeurs. Avec un héritage fondé sur la confiance et un avenir axé sur l'innovation, Brink’s s'associe au succès des clients, permettant aux entreprises du monde entier de fonctionner avec confiance et tranquillité d'esprit.

Chez Brink’s, nous opérons dans plus de 100 pays, à travers les cultures et les langues, mais nous sommes une seule équipe - engagée à protéger ce qui compte le plus. Nos collaborateurs sont au cœur de tout ce que nous faisons. Nous favorisons une culture de collaboration, d'innovation et d'apprentissage continu, où chaque membre de l'équipe est encouragé à grandir, à prendre des responsabilités et à avoir un impact.

Quel que soit le domaine d'activité ou le pays dans lequel vous vous trouvez, Brink’s offre un lieu pour construire une carrière significative. Ici, vous trouverez des opportunités pour développer vos compétences, contribuer à des solutions mondiales et faire partie de quelque chose de plus grand. Nous croyons en faire ce qui est juste, travailler ensemble et viser l'excellence. Si vous cherchez une carrière qui combine objectif et performance, Brink’s est l'endroit pour vous.

Brink’s est fier d'être un employeur offrant l'égalité des chances. Si vous avez besoin d'aménagements raisonnables pendant le processus de recrutement, veuillez en informer votre recruteur - nous sommes là pour vous soutenir à chaque étape.