Operations Functional Analyst Jobs

The team:

Genetec is currently seeking an Operations Functional Analyst for its Customer Experience (CX) organization. We are looking for a dynamic, responsive person, able to work well in a fast-paced, lively environment. Through an in-depth understanding of our solutions ecosystem and business processes, the candidate will help Genetec’s CX organization distinguish itself by actively participating in change initiatives to make it easier for our customers to interact with us and make it more efficient for our internal teams to deliver on our customers’ expected outcomes.

In this role, the candidate will be supporting the Voice of Customer (VoC) team as a major contributor in the entire lifecycle of new process and tool implementation projects – from requirements gathering until project delivery – to ensure that current and future needs of our CX organization are met. The main objective of this position is to drive change towards operational excellence while being self-sufficient on managing and providing key input for adapting our business processes accordingly. The goal is to allow our CX organization to offer an exceptional customer experience with simple and efficient processes for their employees, while always keeping the protection of our customer’s data in mind.

What your day will look like:

The Operations Functional Analyst reports to the Operations Automation Specialist. In this role, you will be responsible for the following aspects:

• Provide guidance and insights to our teams in charge of leading our digital transformation to ensure we deliver on our customers’ expected outcomes, while ensuring autonomy in managing our business solutions and processes ourselves
• Take ownership of functional analysis and business process mapping initiatives for improvement and change requests that are submitted to or by the CX organization
• Continuously promote and ensure adherence to our data protection policies for all projects impacting the CX org
• Assist the Operations Automation Specialist in defining and mapping roadmaps and motivational factors (opportunities and risks) associated with projects submitted to or by the CX organization
• Assist the Operations Automation Specialist in periodically reviewing our CX org’s processes to highlight efficiency gaps to be filled by optimized and automated alternatives
• Actively participate and lead requirements gathering workshops as input for identifying the various business needs and necessary automation initiatives
• Propose optimized best practices and new tools implementations in CX operations
• Collaborate with the Operations Automation Specialist in building business cases related to new tools. This includes researching 3rd party solutions, working with external providers throughout the entire purchasing process and becoming the main point of contact with the vendor post-deployment
• Create and maintain documentation related to our tools and processes. This includes the mapping of our processes and detailing the changes and configurations applied
• Lead projects with the Operations Automation Specialist, from requirements gathering to the testing and deployment. This includes coordinating meetings, communicating with our stakeholders, presenting status updates, creating documentation for our users, developing testing plans and coordinating occasional software deployments with our Digital Business Solutions (DBS) team to ensure minimal disruption to our operations
• Report on key project factors impacting our CX org and collaborate with the Operations Automation Specialist in presenting these findings to management
• Assist the Operations Automation Specialist in continuously reviewing and reprioritizing projects based on the latest customer priorities and business needs
• Understand Genetec’s overall business, including products, services, functions, and operations leveraged by the various CX departments
• Participate in activities concerning CX internal policies and related documents (e.g., customer data protection policy, General Data Protection Regulation (GDPR) registries)
• Continuously keep our stakeholders informed of the progress of our delivery roadmap and discuss with the Operations Automation Specialist solutions and necessary workarounds if the exact need cannot be met in the expected timeline or due to system limitations
• Suggest business modelling best practices for continuous improvement while ensuring overall sustainability in the methodology and adhere to the governance of the CX org’s business architecture as defined by our Architecture Governance Board
• Review and challenge analysis deliverables with the Operations Automation Specialist

This position requires great attention to detail, the ability to effectively capture and centralize requirements from multiple stakeholders and the capability to translate needs into business process diagrams and functional specifications. Recognizing the need for change will be key to ensure alignment with our customers’ priorities and CX business needs. All proposed changes should factor in the ideal customer experience we want to offer.

About you:

• Ability to reprioritize requests according to the latest business needs
• 5+ years of relevant working experience
• Ability to set clear expectations with stakeholders and negotiate on the requirements and timeline when needed
• Ability to work on multiple mandates at the same time and efficiently organize assigned workload based on the latest priorities
• Ability to understand the interconnection between our business applications and processes
• Motivated to work in a fast-paced environment, be able to work under pressure and meet strict deadlines
• Bachelor’s degree in computer science, information systems or business analysis with capabilities in defining and understanding functional solutions, or equivalent experience
• Fluently bilingual in both French and English
• Proven abilities to take initiative and be innovative
• Ability to analyze results, identify underlying trends and define recommendations for improvements
• Good modeling, analytical, conceptual and communication skills
• Be able to work in a team environment as well as independently
• 3+ years of functional analysis or process modeling experience

Technical Expertise:

• Advanced knowledge of Microsoft suite (Word, Excel, PowerPoint & Visio)
• Knowledge of task & project planning tools / methodologies (e.g., Trello, Jira, Kanban methodology)
• Knowledge of Microsoft Dynamics 365 (Customer Service, Project Operations, F&O, etc.) an asset
• Knowledge of business process mapping methodologies (BPMN, ArchiMate and UML modeling languages an asset) and best practices using Enterprise Architect, Archi or related tools

Let's talk perks!

• Attractive compensation package
• Training Tuition Reimbursement Program
• Subsidized meals in our amazing Bistro (Les Cordons Bleus)
• Private, free parking for all employees
• Free, unlimited coffee
• Onsite fitness facility with personal trainer
• Flexible working schedule including hybrid working environment

Would you like to know what it looks like to work at Genetec? Click on the following link to find out for yourself! Genetec Culture

Thank you for your application, but please note that only qualified candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.