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Hyperwallet Logo

Operational Intelligence, Business Analyst

Information Technology
Full Time
Vancouver, BC     

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Hyperwallet is a leading provider of online and mobile payments, card products, and technological financial solutions to global enterprise customers.

At Hyperwallet, we LOVE our customers, and we’re looking for smart, experienced, “can do” people with an innate desire to enhance the customer experience.  We value diversity, creativity, equal opportunity, and are always on the lookout for bright and talented individuals to join our team. We are proud to provide exceptional working conditions that include competitive salaries, a comprehensive benefits plan, and a flexible working environment for our team members.

We are looking for an individual who seeks challenge and change, strives in a fast paced environment, and thrives on producing optimum customer experiences. Our goal is to have great ideas become products, services and ultimately phenomenal customer experiences.

We are looking for driven team players whose ultimate goal is to establish excellent customer based experiences with our company. Demonstrating a passion and dedication to this company will provide opportunities for personal and professional growth within Hyperwallet.


Job Summary

The role is part of our Operational Intelligence team based in Vancouver. This team supports our 24*7/365 Contact Centre. The ideal candidate for this role has a combination of sound business acumen and technical knowledge; someone who’s use to developing and delivering analysis in support of new solutions.

This is a highly visible role, interacting at all levels throughout Hyperwallet’s organization. You will focus on supporting the Contact Centre. To succeed in your role you will need to be an analytical thinker with experience in using various data gathering and analysis tools and techniques. Attention to detail, the ability to clearly communicate complex concepts and a knack for generating practical, actionable insights are a must. To excel in this role you will need to develop a deep understanding of all facets of our business.

In addition to your technical expertise, you will build and manage business applications and influence the design of features that improve the reliability of our applications and systems. You will also define the scope of technical projects and oversee their execution. Once the product has been delivered, you will ensure the requirements map to the real business need and provide follow-up and support assistance.

The primary responsibilities are outlined below. This list should be viewed as a starting point, as the position will evolve and grow as our business continues to grow and expand as do the requirements/needs of the Contact Centre.





  • Developing requirements and establishing traceability to the business vision
  • Writing and reviewing requirements in the form of Use Cases, UML, and other relevant structured requirements documentation
  • Understanding Agile software development approach and defining requirements (i.e. elicitation, analysis, specification and validation)
  • Building the foundation for the development effort by capturing the business context - problem, current state, desired future state, objectives, business needs and impacted user groups
  • Playing a critical role in communications by interacting with Contact Centre operations managers, product owners, developers, and QA engineers.
  • Management, configuration, and monitoring of contact center applications.
  • Create ad-hoc reports for contact center managers and executives
  • Administration of small databases
  • Process implementation and optimization through elicitation, analysis, documentation and configuration changes.
  • Ensuring that change control and change management procedures are followed within the project team as they relate to requirements


  • A post-secondary degree, in computer science, engineering or equivalent work experience.
  • Minimum of 3 - 5 years of experience in a similar position
  • Experience writing business requirement documents, specification documents, user stories and use cases and following product releases through to completion
  • Proven ability to effectively manage multiple activities of varying complexity while under time constraints
  • Ability to communicate with people of various technical and business backgrounds, including the ability to explain difficult technical concepts in simple terms to business users
  • Ability to relate data and analytics with business concepts
  • Must have knowledge and interest in current web technology trends
  • Experience in interaction with Financial and Operational department is preferred
  • Proficient in Confluence, Jira and Microsoft Visio is an asset
  • Experience in a contact center is a definite asset
  • Software Development Experience is an asset


Posted: September 8, 2016
Closes:November 7, 2016
Email Address:
Company Info
201-500 employees
Banking & Finance

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About Hyperwallet

Pay the planet with Hyperwallet.

At Hyperwallet, our goal is to provide organizations with a frictionless, transparent, and reliable way to distribute funds to their global contractors,...