Business Analyst

Role: Existing position

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Are you ready to make a difference in the telecommunications landscape? 

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why the CCTS? 

At the CCTS, we believe in the power of connection – both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your role 

We are looking for an experienced Business Analyst to join our Project Management Office. Reporting to the Senior Program Manager, the Business Analyst is responsible for conducting business analysis and process improvement activities in support of organizational goals, with recommendations shared collaboratively with business decision-makers. This role will research and review organizational programs and processes that support business functions, aligned with the CCTS’ mission, vision, and values statements.

Our ideal candidate

Are you ready to unleash your potential in this role? If you have an analytical mind where you find excitement in collaborating with project managers, system owners, and end users to deeply understand their needs, in addition to learning what is required for effective, efficient, and positive experiences for stakeholders, you may find this role right up your alley! You also find supporting teams with user acceptance training an engaging part of the job. You are adept at performing data analyses, using them to develop and present reporting in support of various business process initiatives. Your communication skills are also top-notch, being able to communicate sometimes complex information to all levels of the organization without breaking a sweat.

Must-have magic

• Relevant post-secondary education, such as a B.A. in business administration, commerce, finance, or computer science

• Minimum four years’ experience in business analysis preferably in a non-profit, multi-stakeholder environment

• Bilingualism (French and English) strongly preferred

• Proven professional experience in requirements gathering, facilitation, business process mapping, use case modeling

• Experience working in an agile project environment

• Impeccable professional writing skills. Particularly, with the ability to adapt communication to a wide variety of parties.

• Able to interpret and document the operational requirements of end users, project managers, and other stakeholders.

• Very strong ability to use Word, Excel, PowerPoint etc. to produce communications materials

• Knowledge of telecommunications and/or broadcasting industry, in particular customer complaints, an asset

• Exposure to Microsoft Dynamics 365 or Power Platform (e.g., assisting with requirements, testing, or configuration) is an asset.

• Familiarity with continuous improvement practices (such as Lean or DMAIC-lite) is an asset.

How to apply

Are you ready to embark on an exciting journey? Polish your résumé and write a compelling cover letter to take advantage of this opportunity!

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Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

Accommodation

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing hr-rh@ccts-cprst.ca when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity, Equity and Inclusion

At CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.