Operations Business Analyst - Customer Facing Technologies

Key Responsibilities:  

• Analyze current processes and identify areas for improvement in order to enhance stakeholder experience and satisfaction
• Using logistics industry standards, identify gaps in the current processes and bring forth ideas for improvement
• Help in developing reports and dashboards to track stakeholder satisfaction metrics and key performance indicators relevant to the transportation industry
• Participate in solution design with cross-functional teams from Operations, IT development, Product Management, Procurement, Finance etc.
• Delineate project scope, create Project Charters, business cases, process flows, UAT plans etc.
• Write user stories, business rules and business requirements for transportation specific applications and platforms such as the customer platform, the driver mobile application and the route planification and optimization algorythms
• Create models and process flows to document requirements
• Identify, prioritise and mitigate system impacts, constraints, risks, dependencies
• Validate and obtain sign off on the solution design with SMEs from OPS
• Apply decision-making authority and autonomy to meet project goals as applicable; and resolve conflicts in an effective manner
• Validate new systems and processes by writing test cases and facilitating UAT sessions
• Participate in defining the transition and help with sustaining the change
• Help create SOPs and training content and participate in initial train-the-trainer sessions
• Define the rollout plan for operations projects.  This includes selecting stations, communicating change, planning deployment at Intelcom’s 72 stations, managing non-tech requirements
• Offer first-line support during product rollout phases, obtain feedback, define and coordinate pilot next steps.

Qualifications:

• 5 years experience as a project manager or business analyst in a transportation or logistics function
• Master’s or Bachelor degree from an accredited university in supply chain management and logistics or related discipline or equivalent work experience
• Certification in Business Analysis, Project Management or equivalent work experience.
• Understanding of SDLC and Agile methodologies
• Strong understanding of logistics and transportation and proven knowledge of industry standard operating procedures pertaining to First, middle and last mile, transportation solutions, route planning and optimization, CRM, mobile applications and transportation management systems (TMS)
• Strong leadership, influencing and negotiation skills and ability to make decisions independently
• Strong knowledge and experience of supply chain, transportation and logistics concepts and is able to apply these concepts to synthesize and analyse information collected from various sources
• Motivated to learn and has excellent problem-solving skills
• Comfortable with ambiguity, decisive and critical-thinking
• Strong ability to set priorities
• Energetic personality, persuasive, encouraging, and motivating
• Natural analytical mindset and strong in system thinking
• Solid knowledge of the business analysis toolbox
• Excellent communication and facilitation skills in both English and French
• Above average verbal and written skills and ability to convey information logically and coherently

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.

Apply Now.