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Lead, Business Systems Analyst - (Toronto - Hybrid)

Capco is seeking a Lead Business Systems Analyst to oversee and implement a CCaaS solution within a large organization. The ideal candidate will lead teams through complex requirements and ensure alignment between business needs and technical solutions.

Skills

  • Leadership and team management
  • Expertise in CCaaS technologies
  • Strong communication and interpersonal skills
  • Problem-solving and conflict-resolution abilities
  • Familiarity with project management methodologies

Responsibilities

  • Lead and inspire a team of Business Systems Analysts
  • Engage with business stakeholders to drive the requirements gathering process
  • Take ownership of the requirements gathering process
  • Collaborate with solution architects to ensure design meets business needs
  • Manage and influence the successful delivery of the CCaaS implementation
  • Proactively identify and resolve risks and issues

Education

  • Bachelor's degree in business administration, Information Technology or related field
  • Master’s degree or relevant certifications preferred

Benefits

  • Access to industry-focused talent globally
  • Best-in-class innovative products and solutions
  • Extended global geographic market reach
To read the complete job description, please click on the ‘Apply’ button
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Average salary estimate

$110000 / YEARLY (est.)
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max
$100000K
$120000K

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What You Should Know About Lead, Business Systems Analyst - (Toronto - Hybrid), Capco

At Capco, we're embracing the future of business, and we're looking for a Lead, Business Systems Analyst to join our dynamic Toronto team in a hybrid working environment. In this pivotal role, you will be at the forefront of implementing a CCaaS (Contact Center as a Service) solution in a large, complex matrixed organization. You'll be responsible for guiding business teams through the requirements elicitation process, helping them navigate the often murky waters of evolving project scopes. Collaboration is key, and as a leader, you will inspire a team of Business Systems Analysts to engage with stakeholders, bringing clarity and direction to even the most ambiguous situations. Your expertise will shine as you take ownership of gathering comprehensive requirements, ensuring alignment with business goals and customer experience objectives. You'll work closely with solution architects and IT teams while managing risks associated with project delivery. Clear communication will be crucial as you provide updates to senior leadership and ensure that decisions are well documented. If you possess strong leadership skills, extensive knowledge of CCaaS technologies, and a knack for problem-solving in complex environments, we want to hear from you! At Capco, we believe in disruptive innovation, and this role is your chance to bring transformative solutions to life.

Frequently Asked Questions (FAQs) for Lead, Business Systems Analyst - (Toronto - Hybrid) Role at Capco
What are the main responsibilities of the Lead, Business Systems Analyst at Capco?

The Lead, Business Systems Analyst at Capco is responsible for overseeing the CCaaS implementation process, guiding teams through the requirements elicitation, managing stakeholder engagement, and ensuring alignment between business and technical needs. This role also involves leading workshops, prioritizing requirements, and navigating through ambiguous situations to achieve consensus.

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What qualifications are required for the Lead, Business Systems Analyst position at Capco?

The ideal candidate for the Lead, Business Systems Analyst role at Capco should have at least 8 years of experience in business analysis, particularly in complex, matrixed organizations. A bachelor's degree in business administration, information technology, or a related field is required, and a master’s degree or relevant certifications, especially in CCaaS technologies, are preferred.

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How does the Lead, Business Systems Analyst at Capco ensure successful project delivery?

To ensure successful project delivery, the Lead, Business Systems Analyst at Capco will actively manage risks and issues that arise during the CCaaS implementation. This includes working closely with project managers, facilitating discussions with stakeholders, and leading teams to navigate complex challenges and maintain project momentum.

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What skills are essential for the Lead, Business Systems Analyst role at Capco?

Essential skills for the Lead, Business Systems Analyst at Capco include strong leadership and team management abilities, expertise in CCaaS technologies, excellent communication and problem-solving skills, and experience in business process mapping and systems integration. Familiarity with project management methodologies such as Agile and Waterfall is also important.

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What type of team environment can a Lead, Business Systems Analyst expect at Capco?

At Capco, the Lead, Business Systems Analyst can expect to work in a collaborative team environment where flexibility and innovation are encouraged. The company promotes a hybrid work model, allowing for both in-office and remote work, fostering a culture of engagement, motivation, and shared success among Business Systems Analysts and other departments.

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Common Interview Questions for Lead, Business Systems Analyst - (Toronto - Hybrid)
What leadership strategies do you employ as a Lead, Business Systems Analyst?

When discussing leadership strategies, emphasize your approach to motivating and guiding your team through uncertainty, utilizing effective communication and collaboration to ensure alignment on complex initiatives.

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Can you describe your experience with CCaaS technologies?

Provide specific examples of your previous work with CCaaS solutions, detailing your role in their implementation and how you ensured that they met both business and customer experience requirements.

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How do you handle ambiguous project requirements?

Discuss your methods for navigating ambiguity, such as facilitating workshops or meetings that encourage stakeholder input to achieve clarity and consensus on project objectives.

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What techniques do you use for requirements gathering?

Explain your approach to requirements gathering, including the tools and techniques you use to document and translate business needs into actionable specifications during the CCaaS implementation.

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How do you prioritize competing stakeholder demands?

Share your strategies for prioritizing stakeholder demands, focusing on alignment with business objectives, clear communication, and leveraging your expertise to make informed decisions.

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Describe a challenging project you managed. What were the outcomes?

Provide an overview of a specific challenging project, your role, the obstacles faced, and how your leadership led to successful outcomes despite difficulties.

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What is your approach to process mapping?

Discuss your techniques for process mapping, including how you engage stakeholders in defining business processes and ensuring those processes align with the capabilities of the new system.

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How do you measure the success of a CCaaS implementation?

Explain the key performance indicators and metrics you would use to evaluate the success of a CCaaS implementation, emphasizing the importance of both technical functionality and user adoption.

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What steps do you take for effective risk management in projects?

Detail your proactive approach to risk management, including how you identify potential issues early, communicate them to stakeholders, and develop mitigation strategies to ensure project momentum.

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Can you provide an example of successful stakeholder engagement?

Share a specific experience where your engagement with stakeholders led to better project results, focusing on communication strategies and relationship-building efforts that contributed to success.

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Capco is a global technology and management consulting firm that specializes in providing consulting for the financial services and energy industries. They have a growing client portfolio comprising of over 100 global organizations worldwide.

595 jobs
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FUNDING
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$100,000/yr - $120,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
January 24, 2025

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