{"id":1137869,"url":"https://alion.io/job/partsource-senior-business-analyst","title":"Senior Business Analyst","company":{"id":1051221,"name":"PartSource","domain":"partsource.ca","url":"https://alion.io/company/partsource","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Welland, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-24T08:25:12Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"We're looking for a Senior Business Analyst to lead process improvement, change management, and operational excellence initiatives within our Contact Centre Operations team.\nThis role plays a key part in improving how we deliver service to customers and support frontline employees. You will work across operational teams, business partners, and technology stakeholders to identify opportunities, solve complex business problems, implement sustainable improvements, and support the successful adoption of operational and technology changes.\nThe successful candidate will lead initiatives related to contact centre operations, customer experience, audit and compliance findings, operational risk mitigation, process standardization, technology enhancements, and continuous improvement.\nWhat You'll Be Working On\nThe Contact Centre Operations environment is fast-paced and focused on delivering consistent, high-quality customer experiences while meeting operational, regulatory, and performance objectives.\nIn this role, you will support initiatives that may include:\nSupport initiatives focused on enhancing customer experience, improving contact centre processes, and driving operational efficiency and workforce optimization.\nAnalyze, monitor, and improve operational performance through KPI tracking, reporting, and continuous improvement initiatives.\nAssist with compliance, risk management, audit remediation, process standardization, and documentation to support regulatory and business objectives.\nParticipate in technology implementations, system enhancements, and change management activities that improve business readiness and operational effectiveness.\nPartner with leaders and subject matter experts across Operations, Training, Quality, Workforce Management, Risk, Compliance, and Technology to deliver impactful business outcomes.\nKey Responsibilities\nLead the elicitation, analysis, validation, and documentation of business and operational requirements for contact centre improvement initiatives, technology enhancements, process redesign efforts, and audit remediation activities.\nDevelop and maintain business requirements documents (BRDs), process maps, workflows, operating procedures, business cases, impact assessments, and implementation plans.\nAnalyze current-state business processes and identify opportunities to improve operational efficiency, service quality, customer experience, employee experience, and risk management outcomes.\nFacilitate workshops and stakeholder sessions to define business needs, identify root causes, and develop practical solutions.\nPartner with operational leaders to evaluate business impacts, assess risks, and prioritize improvement opportunities.\nSupport implementation planning, user acceptance testing, business readiness activities, training coordination, deployment activities, and post-implementation reviews.\nLead and support change management activities to ensure successful adoption of new processes, controls, technologies, and operating models.\nMonitor operational performance data, identify trends, and develop recommendations that support continuous improvement and operational excellence objectives.\nCoordinate the development and implementation of action plans resulting from audits, operational reviews, customer feedback, and business recommendations.\nPromote standardized processes, knowledge sharing, and best practices across the organization.\nMust-Have Qualifications\nBusiness Analysis experience leading process improvement and operational transformation initiatives in a complex business environment.\nDemonstrated experience with process mapping, requirements gathering, and stakeholder management, including facilitating discussions across multiple business functions.\nStrong change management and implementation experience, with the ability to support adoption of new processes, tools, and operational practices.\nNice-to-Have Qualifications\nExperience in a contact centre, customer service, or operations-focused environment.\nKnowledge of continuous improvement methodologies.\nExposure to project management\nWhat Success Looks Like\nOperational improvements are implemented and adopted successfully.\nBusiness processes are streamlined, standardized, and documented.\nAudit findings and operational recommendations are translated into sustainable solutions.\nStakeholders are engaged and aligned throughout the change lifecycle.\nCustomer and employee experiences improve through measurable operational enhancements.\nA culture of continuous improvement and operational excellence is strengthened across the organization.\nBroadband Salary Range: $64,000 - 106,000\nOur typical hiring range is between $70,000 and $75,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role. #LI-NZ2\nThis posting represents an existing vacancy within our organization.We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.\nAbout Us\nAt Canadian Tire Services Limited/Canadian Tire Bank, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work. Join us, where there's a place for you here.\nOur Commitment to Diversity, Inclusion and Belonging\nWe are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better..\nAccommodations\nWe stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.","description_format":"text","description_chars":6760,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Wood Products & Furniture","Automotive Components"],"lifecycle":[{"event":"open","at":"2026-09-23T08:57:58Z"}],"liveness":{"score":58,"band":"ok","label":"Likely open","p_open":1,"p_active":0.583,"p_room":1,"age_days":3,"expected_fill_days":14,"reasons":["conf:0","stale_co","win:early","comp:brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/partsource-senior-business-analyst","json_url":"https://alion.io/job/partsource-senior-business-analyst.json","meta":{"generated_at":"2026-09-24T08:45:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}