Reference #: 8333
Location: Ottawa (remote / client site as required)
Type: Sub-contract
Description: This posting is for an incorporated contract engagement and is not an employment position.
Donna Cona Inc. is currently seeking a Junior Business Analyst – Reporting, for one of our key clients. The Junior Business Analyst will support the Reporting stream, working with senior analysts and data experts to understand, document, and improve the reporting landscape for a large contact center / case management operation. The role is focused on business-side reporting requirements, KPI views, and bridging gaps between current reporting and Genesis reporting.
Candidate MUST have the following required experience and skills:
- Valid security clearance at the Reliability level;
- One (1) to over three (3+) years of experience as a Business Analyst or similar analytical role;
- Exposure to reporting, analytics, or data-driven projects (contact center or case management experience is an asset but not mandatory);
- Strong analytical skills and attention to detail in documenting requirements and findings;
- Ability to work under guidance of senior BAs, data analysts, and architects;
- Good communication skills and comfortable interacting with business stakeholders;
- Familiarity with reporting / KPI concepts (SLAs, workloads, service levels) is a plus; and
- Experience with public sector or complex multi-stakeholder environments is an asset.
Key responsibilities will be:
- Assisting in analyzing current reporting outputs versus Genesis reporting for contact center and case management operations;
- Helping identify gaps, overlaps, and pain points in the current reporting landscape;
- Supporting the development of business reporting requirements, including:
- KPIs and operational metrics;
- Dashboards and standard reports; and
- Views needed by different user groups (managers, supervisors, executives).
- Working closely with:
- Business architect;
- Data analyst(s);
- Senior BA in the reporting stream; and
- Reporting stream lead / SME.
- Documenting findings, requirements, and recommendations in clear, structured formats;
- Contributing to recommendations on how to optimize reporting views and help the business get a consistent, actionable view of performance across tools; and
- Participating in workshops and review sessions with business stakeholders, capturing notes, clarifications, and action items.
Donna Cona is committed to a diverse, equitable and inclusive workplace. We are an equal opportunity employer. We don’t discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age, or any other protected status. We are committed to maintaining a barrier free recruitment process by providing equal employment opportunities through recruiting and retention of individuals.
