Business Analyst - CX/CRM

At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory care, including the AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® brand of nebulizers. Trudell Medical Limited is the Corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London Ontario Canada.

We are happy to offer a fully vaccinated work environment.

Business Analyst – CX/CRM

12 Month Contract role

This is an office-based role with the option of a hybrid work arrangement.

Your success in this role will be grounded in your values as a person who always acts with integrity and who treats everyone with respect. You continuously improve the systems and processes around you, and you take accountability for your work. You thrive in a team environment where you are open to learning from others, adjust to others’ styles, and drive hard to reach shared objectives.

You are a University grad with a degree in Business, Marketing or Commerce and have 4+ years of related experience in a Business Analyst role. You have previous experience gathering requirements and supporting implementation of technology solutions in the areas of sales enablement, marketing automation or customer experience management and experience with Dynamics 365 CRM modules. You also have significant experience working with sales, marketing and/or customer service teams.

Reporting to the Senior Manager, Business Solutions, you will support the sales, marketing and customer service teams in all divisional locations to stay focused on their businesses and operations by understanding, analyzing, recommending, and promoting best practice business solutions that leverage common processes, systems, and data in customer service, sales enablement, CRM, marketing and field service.

As part of a cross functional core team, liaise and communicate with the ERP/CRM core functional team leads, implementation team, technical consultants, business stakeholders and relevant management.

Specifically, you will focus on:

Business Analysis

• Evaluate business processes, uncover areas for improvement in current enterprise finance processes
• Elicit and document business requirements focused on business needs
• Facilitate requirements and solution validation activities to ensure project deliverables will meet key business needs
• Document AS-IS and TO-BE processes and solutions
• Evaluate solution options for suitability to business needs and Trudell’s technical environment
• Liaise with technical team members and business stakeholders during solution design and execution activities
• Lead the execution of acceptance testing activities
• Contribute to the ongoing maturation and evolution of the PMO’s value focus and execution

System Implementation

• Participate in developing enterprise data strategy for CX/CRM related data
• Gather, cleanse, normalize data sets required for CX/CRM implementation, including but not limited to customer records, sales activity, account and person records
• Work with business stakeholders to identify key metrics and reports required for successful operation of business outcomes
• Work with BAs / system integrations / data resources to ensure KPIs, reports/data tools are deployed and available in timely manner
• Work with business stakeholders to ensure KPIs and reports/data tools are understood and accepted by the business end users
• Support the creation test scripts for User Acceptance Testing (UAT)
• Support the execution of UAT in collaboration with relevant stakeholders, and provide sign off on testing
• Participate in training (e.g. “train the trainer”, CX/CRM-specific training)
• Train end users for both process changes and system changes

Communication and Administration

• Ensure clear and concise communications with both internal and external customers and suppliers
• Communicate insights into organizational needs and activities to IT and business team members
• Report on project and task dependencies, status, and progress
• Ensure documentation is completed for designated solutions
• Remain abreast of trends and changes tied to theprofession and business