Business Analyst

Position Title: Business Analyst
Reports To: Manager, Business & System Analysis
Department: IT
Job Location: Toronto, Ontario

Background

The Condominium Authority of Ontario is a designated administrative authority. We provide education, consumer protection, information and dispute resolution for condominium communities.

What we offer:

We are a dynamic organization working in a rapidly changing and exciting sector. We value innovation, a get-it-done mindset, collaboration and creativity. We believe in giving our people a chance to learn, grow and shine. We are committed to the well-being and work-life balance of our team members and offer competitive compensation, health benefits, pension and a hybrid work environment. Our office is located in the financial district close to King Station.

Purpose of Position

Working in the IT and reporting to the Manager, Business & Systems Analysis, the Business Analyst (Dynamics CRM) is the primary liaison between CAO business units and IT. This position assists with the development, enhancement, and improvement of CAO’s business systems.

The Business Analyst (Dynamics CRM) provides technical and/or functional advice, guidance, and support on assigned projects and studies and assists the business units in performing business reviews to identify potential gaps and opportunities and aides in formulating possible solutions.

This is a Permanent Full-time position

Key Responsibilities

Business Analysis and Quality Assurance

• Collaborates with the technical development team to ensure solutions meet the business needs for developing or enhancing CAO digital systems and services.
• Creates and maintains business system documentation for all CAO online systems (invitation, returns, public registry, notice of change, and other CAO business systems). Ensuring it is updated as per system configuration and centrally stored.
• Reviews existing business requirements and processes for optimization; conducts a gap analysis to define system impacts, outcome criteria, applicable risks, and limitations.
• Responsible for gathering and defining the business needs and reviewing and updating detailed business requirements to ensure effective integration and optimization within the existing system architecture and system documentation.
• Identifies and communicates benefits of software and re-engineering business processes and technology solutions to promote the maximum benefits available.
• Identifies Microsoft best practices for Azure DevOps, Dynamics CRM, Sharepoint and other systems used at the CAO
• Ability to differentiate and evaluate CRM business rules and workflows vs Power Automate flows.
• Work with the Dev team to ensure that custom plugins are designed to behave as expected.
• Creates and executes test cases based on functional requirements; ensures each requirement test case has been identified, completed, and documented before implementation. Stays current with CRM technologies such as Azure, Dynamics CRM, SharePoint and Office 365; recommends process and or system changes to stakeholder(s).

Functional Advice, Guidance, and Support

• Provide L2 support for CRM and integrated systems, respecting SLA and priorities
• Troubleshoot to perform root-cause analysis and possible solutions before L3 escalation
• Working in collaboration with internal stakeholders, product owner and business subject matter experts to identify and assess business and technical impacts and risks, solve complex issues, provide recommendations on issues, and help define the end state of desired systems and solutions.
• Develops and produces oversight reports to monitor project success and system performance.
• Performs data analysis, including reporting, to ensure integrity, troubleshoot, and support internal stakeholder needs.

Project Management 

• As a leader, drive cross-functional teams for small and medium-sized projects to meet project objectives and timelines.
• Creates project plan and schedule when needed.
• Provides updates to and manages stakeholder expectations.
• Monitors project risk and resolves issues.
• Demonstrates accountability and responsibility.
• Liaises with the Manager, Business & Systems Analysis, the CRM developers, Scrum Master, and internal and external stakeholders to prioritize and implement the approved requirements.

Other 

• Additional duties

Qualifications, Skills and Knowledge

Required:

• University degree in Business, , IT,Computer Science, or a related field.
• 3 – 5 years of experience working with Dynamics 365 CRM in an online environment.
• 5+ years of demonstrated experience in a Business Analyst function.
• Excellent oral and written communication skills required; will be working with BU stakeholders and IT stakeholders
• Demonstrates an understanding of entities, entity relationships and their impact on design.
• Has a strong understanding of how relational databases work.
• Possess strong problem-solving skills, including strong analytical, data analysis, and system analysis skills to see the whole picture and draw conclusions effectively.
• Experience working with progressive custom software development projects. This can be a mix of enhancements in the form of upgrading existing features and functionality as well as building new ones.
• Efficient in an Agile environment, well versed in creating PBIs mapped to Features/Epics and creating Acceptance Criteria to ensure the PBI is Dev Ready.
• Experience in Requirements analysis and quality documentation: Scope, Business Process Modelling, Use Cases, Data Requirements including data mapping, Business Rules Analysis, Non-Functional Requirements, User Stories, and Story Mapping, Acceptance and Evaluation Criteria Definition
• Demonstrated understanding of the Azure environment (Dev Ops), CRM workflows, plugins and power platform.
• Knowledge of backend services like APIs and data & system services
• Relational database modelling and data handling using MS SQL or Fetch XML experience
• Experience working in cloud environments and technologies
• Proven analytical, research and problem-solving skills.
• Experience performing QA function with both COTS ERP and custom software development environment.
• Experience in test case design and test execution. Coordinates with stakeholders and project teams to provide guidance and communication for QA and UAT.
• Demonstrated UX and UI design experience.
• Demonstrated understanding of AODA compliance knowledge and practice.
• Demonstrated proficiency as a technical writer.
• Demonstrated proficiency with MS Visio and other modelling tools.

Good to have:

• IIBA certification (CCBA, CBAP and\or Agile Analysis Certification)
• Experience using integration software (scribe, etc.) or analytics software (Power BI, etc.).
• Identifying and picking up on irregularities in CRM data
• Current holder of a recognized project management designation or suitable equivalent experience
• Understanding of the System Development Lifecycle (SDLC), both the technique and tools

Working conditions/ environment

• Hybrid Environment
• At CAO, the well-being of our employees is a priority, and we will follow the necessary protocols to maintain a safe working environment

CAO Culture and Values

We thank everyone for their interest in joining our dynamic team. Only those qualified and selected for an interview will be contacted.

CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristic protected by law.

CAO welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

CAO is committed to a culture of diversity, equity and inclusion, and is guided by the following Team Values:

Respect for one’s another ideas, diversity, backgrounds, experiences and expertise.

Trust to put forward ideas in a safe environment, that we can make mistakes, learn from them, and move on.

Diversity is one of our strengths, as we respect and celebrate our differences and work together to achieve a common goal.

Collaboration occurs when we put our heads together to come up with a better solution than working alone.

Leadership is a quality that we value across the team in every position, when we take initiative and are accountable.

Disclaimer 

CAO is an equal opportunity employer, encouraging workplace diversity. All qualified individuals will be considered without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, marital status or any other characteristic protected by law.

CAO welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.