Business Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• You will oversee change requests from initiation to successful completion while ensuring customer satisfaction.

• As the primary liaison with the customer, you are expected to coordinate and lead all delivery aspects.

• This hands-on position requires a deep understanding of the nuances of customer and employee needs, along with comprehensive knowledge of the software delivery cycle to achieve success.

• This role focuses on continuously nurturing customer relationships that foster retention and loyalty.

• Collaborating with customers, partners, and team members throughout the phases of requirements analysis, design, development, deployment, and operation.

• Responsible for documenting project plans, requirements, acceptance criteria, writing user stories, and preparing test plans.

• Engage directly with customer communication throughout the Change Request lifecycle, including initiating and conducting meetings, managing timelines, providing updates, and demonstrating solutions.

• Act as the primary contact for the customer during the Change Request lifecycle.

• Manage scope and identify alternative support paths suitable for the customer.

• Coordinate and communicate with development resources to prioritize user stories, manage development timelines, and oversee deployment.

• Ensure accurate tracking of project costs through proper time reporting practices.

• Oversee the project close-out process, including billing and lessons learned.

• Handle multiple change requests simultaneously, prioritizing effectively.

• Promote teamwork and cultivate a positive, professional work environment.

• Mentor team members by providing encouragement, advice, and feedback as necessary.

• Assist in implementing a feedback mechanism to gather consistent customer insights and analyze data to identify software improvements leading to Change Requests.

• Focus on educating customers about the flexibility and potential of our software to encourage continued product usage.

• Collaborate closely with the Development Team Lead and Director of Customer Care to manage and schedule team resources.

• Keep leadership updated on project status, challenges, and new opportunities.

• Build customer confidence to achieve reference-able clients.

• Support and collaborate with other teams in any capacity to advance Case IQ’s interests.

⛳️ Requirements

• Experienced Business Analyst capable of identifying business needs and converting requirements into effective software solutions.

• Organized project manager proficient in balancing multiple priorities, managing competing deadlines, and delivering high-quality results.

• Strong communicator who confidently engages stakeholders across all levels and tailors messaging to suit the audience.

• Collaborative partner who works cross-functionally to achieve successful outcomes for both customers and the business.

• Proactive, customer-focused problem solver who takes ownership, identifies risks promptly, and adapts to evolving priorities.

• Technically curious, able to quickly learn new technologies and comprehend complex business challenges.

• Emotionally intelligent and professional, capable of navigating difficult conversations while fostering trust and maintaining positive relationships.

• Process-oriented, consistently seeking opportunities to enhance project delivery, documentation, and operational efficiency.

• Self-motivated team player who leads by influence and assists customers in maximizing the value of the Case IQ platform through strategic guidance and solution design.

🏝️ Benefits

• Work remotely within a flexible work environment (We have employees across 7 countries!)

• Competitive company-paid benefits plan starting from day one!

• Generous professional development budget.

• RRSP/401k matching program.

• Half-day Fridays during the summer.