Job Title: Senior Business Analyst
Status: Excluded Full-Time
Reporting To: Director, Technology & Data Strategy
Salary Range: $110,000 to $125,000 annually

Position Overview

The Senior Business Analyst is responsible for helping bridge organizational strategy, business operations, and technology investment decisions through business process analysis, future-state design, and operational transformation initiatives. This role will play a key part in the organization's ongoing technology modernization efforts, with a primary focus on case management, membership processes, CRM modernization, and organizational capability development.

The Senior Business Analyst will partner closely with operational leaders, executive leadership, technical staff, and vendors to identify opportunities to improve organizational effectiveness, service delivery, and business outcomes through improved processes, technology alignment, and data-informed decision-making.

The role is focused on future-state organizational improvement initiatives rather than day-to-day operational support. The Senior Business Analyst will lead current-state assessments, facilitate workshops, gather and analyze business requirements, design future-state workflows, develop business cases and value realization models, and help guide strategic decisions related to organizational processes and technology investments.

This role is well suited to a self-directed professional who enjoys solving complex operational challenges, facilitating meaningful organizational conversations, challenging existing assumptions, and helping organizations evolve their business capabilities in practical and sustainable ways.

Key Responsibilities

Business Process & Operational Transformation

• Leads current-state assessments and future-state business process design initiatives across organizational programs and services.
• Facilitates workshops, interviews, and collaborative working sessions with priority audiences to gather requirements, identify operational challenges, and explore opportunities for improvement.
• Maps and analyzes business processes, workflows, user journeys, and organizational capabilities to support operational transformation and service delivery improvements.
• Identifies opportunities to improve organizational effectiveness, operational efficiency, and member/client experience through process optimization and technology alignment.
• Challenges existing assumptions and processes to help identify improved business outcomes and practical transformation opportunities.
• Works collaboratively with leadership and interest holders to help establish and mature business analysis practices across the organization.
• Supports organizational change initiatives by identifying operational impacts, dependencies, risks, and readiness considerations related to proposed process or technology changes.

Business Analysis & Strategic Enablement

• Develops business requirements, gap analyses, future-state workflows, user stories, and related business analysis deliverables to support organizational initiatives and technology investments.
• Develops business cases, value realization models, and supporting recommendations related to process improvements, platform enhancements, and organizational modernization initiatives.
• Supports the organization's evaluation of CRM modernization opportunities, case management platform improvements, and related operational capabilities.
• Participates in vendor evaluations, procurement initiatives, demonstrations, and request for proposal (RFP) related activities as required.
• Collaborates with leadership, technical staff, and interest holders to help align technology investments with organizational priorities, operational needs, and business outcomes.
• Active contributor to roadmap planning and ongoing strategy discussions related to organizational modernization and operational sustainability.
• Assists with the identification and definition of KPIs, operational metrics, and reporting requirements that support organizational visibility and performance measurement.

Collaboration & Organizational Support

• Builds strong collaborative relationships with staff, leadership, technical teams, and interest holders across the organization.
• Works effectively with both technical and non-technical audiences to facilitate discussions, communicate recommendations, and support decision-making.
• Collaborates closely with Business Systems Analysts, Data Engineers, project resources, vendors, and leadership teams to support cross-functional initiatives.
• Provides guidance and recommendations related to business process design, operational workflows, service delivery considerations, and business capability development.
• Prepares and maintains documentation, presentations, process artifacts, and supporting materials related to organizational initiatives.
• Supports cross-departmental projects and may be assigned work from other departments as required.
• Performs other related duties as assigned.

Qualifications

The successful applicant must have:

• A diploma or degree in Business Administration, Information Systems, Business Analysis, Organizational Development, or a related field, and 7 years' experience in a related role, or an equivalent combination of education, training, and practical experience.
• A recognized Business Analysis certification (such as CBAP, CCBA, PMI-PBA, or equivalent) is preferred.
• Experience leading business process analysis, operational improvement, or organizational transformation initiatives.
• Experience facilitating workshops, gathering and analyzing business requirements, and developing future-state operational designs.
• Experience developing business cases and operational recommendations that support organizational goals and business outcomes.
• Experience working collaboratively with operational leaders, technical teams, and interest holders across multiple functional areas.
• Experience supporting CRM modernization, case management platforms, membership-based organizations, or service delivery environments is considered an asset.
• Ability to analyze operational challenges, identify root causes, and recommend practical and sustainable improvements.
• Ability to operate independently, exercise sound judgment, and work effectively in environments with evolving processes, priorities, and organizational maturity.
• Strong facilitation, communication, and relationship-building skills, with the ability to influence and collaborate effectively without direct authority.
• Strong organizational and time management skills, with the ability to manage competing priorities and multiple initiatives simultaneously.
• Demonstrated intellectual curiosity, adaptability, and willingness to challenge assumptions in support of improved organizational outcomes.
• Conceptual understanding of business systems, integrations, data flows, and technology-enabled operational processes.