Responsibilities
SUMMARY
The Business Systems Analyst II will be responsible for engaging stakeholders, creating
functional requirements for technology solutions and our products, making recommendations for business opportunities and process improvements, and facilitating
change under the guidance of the Manager - Information Services within the Global
Delivery Platform System Enablement team.
DESCRIPTION
Join a team where healthcare innovation meets meaningful impact. As part of the
Global Delivery Platform System Enablement team, you'll work at the intersection of
product development and consulting, transforming how organizations experience critical
case management and incident response technology. We're a diverse, globally
distributed team of passionate problem-solvers-from Business Analysts and
Developers to Solution Designers and Technical Product Managers-who thrive in our
Agile environment. Our work focuses on enabling organizations to effectively manage
crisis situations and provide comprehensive mental health support through
sophisticated Dynamics 365 configurations that directly impact employee well-being and
organizational resilience. If you're a change agent who gets energized by meaningful
innovation, loves turning complex business challenges into elegant solutions, and
thrives in a healthcare technology environment where your work improves lives, you'll
feel right at home here. Together, we're not just building systems; we're enabling
organizations to work smarter and deliver exceptional support to their people when they
need it most.
WHAT YOU WILL DO
1. Elicit business requirements for new products, programs and processes using
business analysis elicitation techniques such as requirements workshops, business
process analysis, use case creation, and data analysis
2. Liaise with multiple business units, technology teams and support teams to identify
requirements, best practices, interdependencies, and opportunities for improvements
3. Translate requirements to User Stories and create other artifacts (process flow, data
model, use cases, etc.) that provide clarity to the requirements
4. Participate in the design of high-level solutions and in the estimating process,
breaking development components into smaller functions that improve the user
experience in collaboration with the systems Technical Product Manager
5. Design the solution for the software product in keeping with the solution architecture
and technical roadmap, creating intuitive solutions that add value for users
6. Work closely with the development team to define functional specifications and
modifications required to achieve objectives (including non-functional requirements),
while partnering with QA specialists to ensure that detailed design is clearly understood
and developments are aligned with design specifications
7. Provide technical support and leadership in the event of incident escalation or service
interruptions, making sure incidents are resolved effectively and maintaining service
continuity
8. Critically evaluate business needs and strive for Data-Driven Decision Making
(DDDM) through strong analytical, leadership, and conflict management skills
WHAT YOU BRING
1. 3-5 years of progressive experience in business systems analysis with demonstrated
growth in enterprise software implementations, systems integrations, or technology
solution delivery with Microsoft Dynamics 365 platforms
2. 3-5 years of experience in design and functional configuration of Microsoft Dynamics
365 Customer Service and/or Field Service, or equivalent case management systems
3. University degree in Business, Computer Science, or Engineering (or College
Diploma with equivalent experience and demonstrable continuing education in IT)
4. Strong understanding of SDLC and Agile methodologies with hands-on experience
translating business needs into technical solutions within Agile teams
5. Power Platform experience (Power BI, Power Automate, Power Apps) ranging from
development concepts, governance, creation, monitoring, and maintenance
6. Strong user story development skills and experience working within an Agile
framework with demonstrated ability to create process flows, data models, and use
cases
7. CRM implementation experience with demonstrated knowledge of data migration,
data mapping, and experience creating entity relationship diagrams
8. Hands-on proficiency with Jira and Confluence for requirements tracking, agile
collaboration, sprint planning, and technical documentation in fast-paced development
environments
9. Intermediate proficiency in process improvement methodologies and business
process modeling tools/techniques (BPMN, process mapping) with enterprise
architecture awareness
10. Highly effective communication skills (written and oral) with proven ability to facilitate
cross-functional collaboration, explain complex concepts clearly, and interact with
diverse stakeholders (French language ability is a strong asset)
GREAT-TO-HAVES
1. Experience with Microsoft Dynamics 365 Marketing module or other Customer
Engagement modules demonstrating broader platform expertise
2. Previous experience in healthcare, mental health, or employee well-being
organizations with knowledge of healthcare technology solutions and regulatory
requirements
3. Quality assurance or testing background with hands-on UAT experience
4. Professional certifications such as CBAP, IIBA ECBA, CSM, or PMP
5. Experience with Omnichannel for Customer Service or case management platforms
6. Microsoft Dynamics 365 platform integration (external platform) experience
7. Microsoft Dynamics 365 certifications including MB-230 (Dynamics 365 for Customer
Service) or PL-200 (Power Platform Functional Consultant)
8. Previous experience in consulting or professional services delivery
