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E-Comm 911
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Senior Business Project Analyst

Reference ID: Business Project Analyst 2 - Technology Services (#650-60-MH9898)

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Burnaby, BC
Surrey, BC
Vancouver, BC
Job Type icon
Full Time
Job Category icon
Information Technology

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Reporting to a Service Delivery Manager, the Business Project Analyst 2 is responsible for the analysis of potential improvements, problems and requirements for existing and proposed systems and/or business processes; developing project plans, estimating resources for client approval, and leading project teams; preparing a variety of documentation; and providing on-going support for services, programs and enterprise applications.


  • Analyzes potential improvements, challenges, problems and requirements for existing and proposed enterprise applications, business processes and operational procedures; determines requirements and defines solutions; prepares time and cost estimates; tests new and amended systems and services. 
  • Develops project plans and estimates resources for client approval; coordinates purchase, task assignments and resources to meet project timelines; refers resource conflicts to a superior for resolution; provides leadership to project teams. 
  • Develops and maintains documentation for existing or future business requirements, operating instructions, procedures and processes, and major incident debriefings; designs and produces reports to measure performance and provide information to management. 
  • Consults with internal and external agencies, vendors, clients and departments to review and assess the feasibility of business requirements and change requests; recommends solution options; balances requirements, costs and timelines for user agencies and identifies intricacies in stakeholder requests. 
  • Prepares and updates client engagement documentation such as contracts, budgets and statements of work. 
  • Provides on-going support for systems, programs and enterprise applications and assists with quality assurance reviews; ensures that maintenance, integration, configurations and modifications are carried out as required; liaises with concerned parties on outstanding issues. 
  • Conducts and/or coordinates enterprise applications and user acceptance testing; prepares user-oriented business or technical instructions. 
  • As required, provides guidance and assistance to Business Project Analyst 1s and technical teams. 
  • Performs related work as required. 


  • Knowledge of the rules, regulations, policies andprocedures governing the work. 
  • Knowledge of applications, methods andpractices related to the operation and administration of the systems or equivalent enterprise system applications related to the work performed. 
  • Knowledge of problem definition and solution techniques applicable to the work performed. 
  • Knowledge of information systems methods, techniques andequipment used in the work. 
  • Knowledge of the methods, techniques, tools andsoftware applicable to leading projects, estimating resources, and preparing project schedules. 
  • Knowledge of the functions of departments and agencies served and their requirements in relation to computer operations. 
  • Ability to provide leadership in project planning and implementation, anticipate and analyze problems, and develop and recommend solutions. 
  • Ability to research, analyze, assess and document a variety of data and information. 
  • Ability to establish and maintain effective working relationships with a variety of internal and external contacts. 
  • Ability to prepare and maintain a variety of records, reports anddocumentation related to the work. 
  • Ability to communicate effectively orally and in writing. 


  • Completion of a university degree in computer science, engineering or business with a technology focus, preferably certification in ITIL or similar service delivery framework, plus sound related experience, or an equivalent combination of training and experience. 
  • Certificate in business analysis from the IIBA and project management from the Project Management Institute is desirable. 


  • Our client relationships are strong and are a clear reflection of our team's synergy, focus and service delivery. 
  • The strength inour team comes from our diverse sets of business and technical expertise with a healthy dose of mutual respect. 
  • We put our heads together to create effective client solutions and deliver extraordinary service with continual improvement on the horizon. 
  • Fresh Fruit Fridays pop up often as do our occasional Sushi n SharePoint lunches – keeping us healthy and our brains fueled. 


  • In developing creative solutions for our clients' many telephony consultancy projects, your contact centre expertise will be highly valued.
  • Keen eye for detail? Your close attention to the coordination of resources, project plans and timelines will be key as we take on many software upgrades 
  • Embarking on a significant hardware refresh that touches 70+ of our valued client users, your superlative organizational abilities will ensure this significant project comes off without a hitch. 


  • Displays honesty, integrity and ethical conduct at all times. 
  • Respectfully deals with all internal and external clients at all times. 
  • Ability to exercise sound judgment in making quick and accurate decisions. 
  • Displays exceptional prioritizing and multi-tasking skills in a priority driven environment. 
  • Commitment to professionalism and excellence in customer service. 
  • Exhibits outstanding teamwork skills and is committed to goals and successes through collaboration and cooperation. 
  • Is interested in a long-term career at E-Comm. 


  • Meaningful Work - work with a sense of purpose, supporting the public and first- responders across B.C. 
  • Earned Time Off - Eligibility to participate in our Accumulated Time-Off [ATO] Program. 
  • Pension - We are members of the Municipal Pension Plan – A Defined Benefits Fund. 
  • Employee Savings Plan - a percentage of your earnings matched by the employer, direct to a savings account. 
  • Career Development - we're supporting in developing your skills while pursuing your career at E-Comm. 


  • The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is three [3] years and longer.
  • To qualify for this process, a candidate may either be a Canadian Permanent Resident or Canadian Citizens. 
  • We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration. 


  • Demonstrable experience with contact centretechnology platforms (ie. IVRs, telephony, reporting/analysis, recording, knowledge base and CRM systems) 
  • Superlative documentation and written communication skills including intermediate/expert knowledge of MS Office and MS SharePoint 
  • Avaya / Contact Centre Manager system experience 
  • Strong understanding of ACDs and call flows 
  • Business/Statistical Analysis expertise including gathering and clearly defining system and business requirements 
  • Report development and design experience 
  • Previous use of Nice and/or Verint systems 


  • Workforce Management systems knowledge and experience 
  • Cognos Express/IBM Planning & Analytics knowledge 
  • Nice IEX/Totalviewand/or Verint Workforce Management systems knowledge and experience 
  • Experience with other business intelligence applications 


  • Monday through Friday, 40-hour work week. 


  • Still Creek Drive, Burnaby, BC.


  • This is a Regular Full-Time position. 


  • We offer a competitive salary, commensurate with experience and a benefits program that includes Medical Services Plan, Extended Medical, Dental, and Vision Care.


  • Minimum of One (1).


  • ~ Monday 30 April 2018 or earlier depending on security clearance process duration, and candidate availability.


  • We kindly request that cover-letters not be included.


  • We are unable to accept in-person, paper, or fax submissions.
  • For ease of responding, you may submit your resume directly to:
  • with the subject line: Business Project Analyst 2 - Technology Services (#650-75-MH9898).

Posted: April 24, 2018
Closes: June 23, 2018