IT, Customer Solutions Analyst

Day & Ross; Brampton; On-site; CAD 70,000 - 95,000; Full time

Job summary

Day & Ross in Brampton, ON seeks a Solutions Analyst for Sales Operations to support the implementation of process and technology changes with key partners. The role requires gathering requirements, mapping processes, testing, and communicating findings to stakeholders to drive value in services.

Responsibilities include translating business requirements to technical specs, collaborating with sales, customer care, and partners, and leading training and go-live support for successful deployments.

Qualifications

• 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 with SalesForce 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 and communication skills; ability to translate requirements to stakeholders.

Responsibilities

• Collaborates with stakeholders to determine project requirements through interaction and research.
• Able to articulate the voice of the customer to empower practical solutions that drive value.
• Participates in interviews to capture requirements in workshops and user stories.
• Works with customers, sales, and partners to document requirements for priorities.
• Supports solution recommendations to drive efficiencies and standardize partner services.
• Translates business requirements into technical specifications and models.
• Provides guidance for future solutions and broader impact.
• Creates process models, diagrams, and charts for developers and teams.
• Supports test scripts, plans, and scenarios based on current and future states.
• Leads QA to ensure features are enabled and requirements met.
• Supports training material development and go-live activities.
• Offers ongoing support to Super User Network; coordinates with AMS as needed.
• Engages with project management and business users during reviews.

Skills

Business analysis

Requirements elicitation

Stakeholder management

Process modeling

Test planning

IT fluency

Interpersonal skills

Documentation

Education

College diploma in business/admin/IS

Business Analysis certification

Professional certification preferred

Tools

Salesforce

Informatica

CRM systems

Job description

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.

How You’ll Help

• 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.

Your Skills & Experience

• 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 SalesForce 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 into test cases and group into test cycles. Leading stakeholders/Super Users through test cycles.
• Ability to identify change impacts from process/system changes and convert input into training material creation.
• A mindset of continuous improvement.
• Knowledge of Project Management Fundamentals.
• IT fluency – demonstrate a clear understanding of how different IT products are related, interface with and connect to each other, as well as the positive or negative effect they may have in a given situation.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.