Our Customer Services department is looking for a business analyst to improve its processes and IT solutions in order to increase team efficiency and customer satisfaction. By joining us, you will be a key player in Creaform's growth. Come and take up new challenges and join a passionate and determined team. Choose Creaform!

You'll be responsible for

• Reviewing and analyzing the effectiveness and efficiency of our existing processes and their interconnection with other Creaform processes in order to develop improvement strategies
• Analyzing user needs and identifying improvement opportunities while taking into account our business constraints and issues;
• Ensuring the deployment of system initiatives by defining the use cases;
• Defining and contributing to test plans and ensure their implementation with the power users.
• Ensuring communication of changes, training plan and content to be deployed by your colleagues, the technical support coordinators;
• Ensuring the management of all automations related to the different access profiles;
• Ensuring the maximum simplification of operations in relation to the client.

Your projects will lead you to

• Collaborate with managers to define the vision and opportunities for the evolution of processes and systems;
• Participate in the quality assurance of developed solutions to ensure that features and functions meet requirements;
• Collaborate with the IT development team to share the vision, direction and needs of the department and facilitate the processing of bugs and requests for improvements or changes;
• Represent the department when new system initiatives are being considered, and contribute to the selection of new software solutions as needed;
• Monitor the progress of sprints and projects by participating in various follow-up and start-up meetings with the IT department;
• Ensure the maintenance of documentation relevant to the proper functioning of the Client Services teams;
• Develop and maintain activity reports and KPIs related to all Customer Service processes as well as customer satisfaction.

You have the profile we are looking for if you...

• Have a minimum of 5 years of relevant experience in systems requirements analysis;
• Hold a university degree in administration, information systems or other relevant field.
• Have demonstrated your ability to prioritize and execute tasks under pressure.
• Are detail-oriented and have excellent analytical and problem-solving skills;
• Have strong political sense and the ability to argue your ideas;
• Enjoy teamwork;
• Have excellent project management skills with the ability to manage multiple files simultaneously;
• Are fluent in English and French, both written and spoken;
• Are at ease in a fast-paced and constantly changing environment;
• Are an autonomous, resourceful and proactive person

You earn points if you...

• Know a CRM platform such as Salesforce.

In exchange, we offer you...

• The chance to work in a stimulating work environment within a human and passionate team, for which pleasure and well-being at work are non-negotiable;
• The opportunity to develop your skills and expertise;
• The pride of working in a successful technology company, open to the world;
• Flexible schedules;
• A generous and flexible remote-working policy, even after Covid, when the position allows it;
• A salary and growth potential that meets your expectations;
• A wide range of social activities, and much more.