Reference #: 8332
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 Senior Business Analyst – Prioritization, Allocation and Routing, for one of our key clients. The Senior Business Analyst will lead the analysis and design work for the Prioritization, Allocation and Routing stream. This role focuses on defining future-state business processes and rules for how cases are prioritized, routed, and assigned using virtual skills groups in a large-scale contact center / case management environment.
Candidate MUST have the following required experience and skills:
- Seven (7) to over ten (10+) years of experience as a Business Analyst, with at least several years in a senior BA capacity;
- Demonstrated experience in:
- Contact center, case management, or workload management domains, and / or;
- Complex, high-volume operational environments.
- Strong background in business process re‑engineering, operating model design, and requirements elicitation;
- Ability to work effectively in a waterfall project structure with fixed-price constraints;
- Excellent facilitation, stakeholder management, and communication skills, including with public sector clients;
- Comfortable working in technology-agnostic, business-focused engagements (the technical platform is Genesis, but this role is business-side); and
- Experience with federal / government environments and multi-department stakeholder groups is an asset.
Key responsibilities will be:
- Analyzing current manual workload management and case handling processes (post-contact-center, case management / adjudication side);
- Defining future-state processes for:
- Case prioritization;
- Workload allocation and routing; and
- Use of Virtual Skills Groups (VSG) to direct work to the right teams / resources.
- Eliciting and documenting business requirements, business rules, and decision logic related to routing and workload distribution;
- Working closely with:
- Business architect;
- Routing SME;
- Senior data analyst;
- Workload management specialist; and
- Stream lead and PM team.
- Developing process maps, use cases, user journeys, and requirement specifications that can be used by both business and technical teams;
- Helping define acceptance criteria, success metrics, and milestone-based deliverables, in support of a fixed-price contract;
- Facilitating workshops and working sessions with diverse client stakeholders (internal operation steams and external groups such as Service Canada); and
- Supporting alignment and reconciliation of sometimes conflicting stakeholder expectations and requirements.
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.
