remote
Business Systems Analyst, Operations - Manulife
Systems Engineer
Business Systems Analyst driving Salesforce and Amazon Connect initiatives within a customer‑centric operations team, leveraging agile practices to analyze, document, and test solutions that enhance service delivery.
About the role
Key Responsibilities
- Support the implementation of diverse initiatives as part of a Salesforce agile squad, ensuring alignment with business goals.
- Analyze, document user stories and acceptance criteria, and collaborate with stakeholders to refine requirements.
- Investigate and resolve issues, conduct business acceptance testing, and validate solutions before go‑live.
- Recommend solution options and collaborate with cross‑functional teams to optimize processes and technology adoption.
- Maintain a customer‑centric focus, delivering excellent service to internal and external clients across the Canadian Segment.
Requirements
- Proven experience in Salesforce configuration and administration.
- Hands‑on knowledge of Amazon Connect and related telephony integrations.
- Strong background in business analysis, including user story creation and acceptance testing.
- Experience working within Agile/Scrum environments.
- Excellent communication and stakeholder management skills.