Business analyst - web platform

Are you passionate about web technologies and customer experience? Do you want to be part of a growing company that truly values the well-being and development of its employees? The Business Analyst – Web Platform position is perfect for you!

At Fidelio, we support SMBs in their growth so they can gain competitiveness. How? By helping them optimize their business processes through our integrated management system. Well established in Quebec for over 25 years, we are now expanding into new markets.

• Flexible schedules with the possibility of finishing at noon on Fridays
• Remote work options
• Competitive compensation
• Continuous training and mentorship
• Group insurance and a collective retirement savings plan
• Monthly social activities!

• Identify and analyze client needs and web business processes;
• Communicate and adjust the web project plan, taking into account the ERP implementation project;
• Propose concrete and appropriate solutions aligned with client needs;
• Configure system components according to processes established with the client;
• Test and revise business processes as needed;
• Prepare and lead training sessions (virtual or in-person) for super users;
• Respond to level 2 support requests via email or phone;
• Analyze support requests, identify recurring issues, and apply simple solutions or suggest improvements;
• Document client interactions, configurations performed, and recurring issues;
• Collaborate with the Product Owner and development team to report issues, bugs, or suggestions for improvement;
• Participate in the continuous improvement of onboarding, training, and support processes;
• Contribute to the maintenance and creation of documentation (guides, video tutorials, FAQs).

• Diploma in a relevant field (e.g., marketing, communications) or equivalent professional experience
• 3 to 5 years of experience in a support or client-facing role related to e-commerce solutions or web platforms
• Solid understanding of the technical and functional workings of an e-commerce platform
• Ability to explain technical concepts clearly to non-technical users
• Comfortable working in a constantly evolving environment with multiple projects running in parallel
• Experience leading training sessions and creating learning materials (slides, videos, documentation)
• Ability to work independently while collaborating closely with a technical team
• Pedagogical mindset, attention to detail, and thoroughness
• Strong written and verbal communication skills in both French and English (advanced English required for professional communication with clients outside Quebec)
• Proactive attitude, client-first mindset, and solution-oriented approach
• Basic knowledge of SEO, Google Analytics, or other web performance tools is an asset
• Knowledge of HTML, CSS, or basic SQL is also an asset

Think you’re the one we’re looking for? It’s time to apply!