Business Analyst - Operations, Workforce & Process Improvement
Location: Hybrid (Toronto, ON)
Role Type: Contract
Company Overview
Join Connex, a leading technology solutions provider with over 600 professionals across 14
offices throughout North America. We partner with organizations to deliver innovative
technology, digital transformation, and business modernization solutions that drive
measurable outcomes. Our culture is built on integrity, accountability, collaboration, and
continuous improvement, empowering our teams to deliver exceptional service and
impactful results for our clients.
Position Overview
We are seeking a highly organized, analytical, and results-driven Business Analyst to
support workforce operations, resource management, business process optimization, and
operational reporting initiatives.
This role will serve as a key liaison between business stakeholders, operational teams,
vendors, and technology groups to improve efficiency, streamline workflows, and support
data-driven decision-making. The ideal candidate brings strong experience in requirements
gathering, process documentation, onboarding and access management workflows,
operational reporting, SLA monitoring, and stakeholder coordination.
The successful candidate will be comfortable working in fast-paced environments,
managing multiple priorities, and identifying opportunities for continuous improvement
through automation, reporting, and operational excellence initiatives.
Key Responsibilities
Business Analysis & Operational Support (35%)
- Gather, analyze, and document business requirements, workflows, business rules,
and operational procedures.
- Collaborate with business stakeholders to identify pain points and recommend
process improvements.
- Support workforce, resource management, onboarding, offboarding, and transfer
activities.
- Analyze operational data and business metrics to identify trends, inefficiencies, and
improvement opportunities.
- Create and maintain process documentation, SOPs, workflow diagrams, and
knowledge base content.
- Ensure operational activities are completed in accordance with established service
levels and business objectives.
- Support business initiatives through data analysis, reporting, and operational
insights.
Process Improvement & Documentation Management (25%)
- Evaluate current business processes and recommend enhancements to improve
efficiency and scalability.
- Lead process mapping, workflow analysis, and documentation efforts.
- Manage and maintain business documentation repositories within Confluence and
related platforms.
- Identify opportunities for standardization, automation, and optimization across
operational functions.
- Support business transformation and continuous improvement initiatives.
- Assist in the development and implementation of best practices and governance
processes.
Reporting, Analytics & Performance Monitoring (20%)
- Develop, maintain, and enhance operational dashboards and reports using Excel,
Power BI, and reporting tools.
- Monitor KPIs, SLAs, workforce metrics, onboarding timelines, and operational
performance measures.
- Analyze resource utilization, time tracking, and workforce management data.
- Produce recurring and ad hoc reports for leadership and operational teams.
- Support data quality initiatives and ensure reporting accuracy and consistency.
- Provide actionable insights to improve operational effectiveness and business
outcomes.
Stakeholder & Vendor Coordination (10%)
- Collaborate with internal stakeholders, vendors, and external partners to support
operational initiatives.
- Coordinate onboarding, access management, and resource allocation activities.
- Facilitate stakeholder meetings, requirements discussions, and status updates.
- Track action items, dependencies, risks, and operational issues through to
resolution.
- Ensure effective communication across business, operations, and technology
teams.
Access Management & Compliance Support (10%)
- Coordinate system access requests, approvals, provisioning, and deprovisioning
activities.
- Support compliance requirements related to onboarding, offboarding, and system
access management.
- Maintain accurate operational records and audit documentation.
- Monitor SLA adherence and ensure timely completion of operational activities.
- Partner with IT and business teams to support governance and control processes.
Qualifications
- 7+ years of experience in Business Analysis, Operations Analysis, Resource
Management, Workforce Operations, or related roles.
- Proven experience analyzing business processes and supporting operational
improvement initiatives.
- Experience gathering, documenting, and validating business requirements.
- Strong knowledge of process mapping, workflow documentation, and continuous
improvement methodologies.
- Excellent analytical, problem-solving, and organizational skills.
- Strong verbal, written, and stakeholder management abilities.
- Ability to manage multiple priorities in dynamic and fast-paced environments.
- Post-secondary education in Business, Business Analytics, Information Technology,
or a related discipline.
Mandatory Skills
Business Analysis & Process Improvement
- Requirements gathering and documentation.
- Process mapping and workflow analysis.
- Business process optimization.
- SOP and operational documentation development.
- Root cause analysis and problem-solving.
- Stakeholder engagement and requirements validation.
Operational Excellence
- Resource and workforce management support.
- Onboarding and offboarding process management.
- SLA monitoring and performance tracking.
- Operational reporting and KPI measurement.
- Vendor coordination and stakeholder management.
- Access management and operational governance.
Reporting & Analytics
- Advanced Microsoft Excel.
- Power BI dashboard development and reporting.
- Data analysis and interpretation.
- KPI reporting and workforce analytics.
- Trend analysis and business insights.
Collaboration & Communication
- Cross-functional stakeholder engagement.
- Strong written and verbal communication skills.
- Meeting facilitation and documentation.
- Relationship management and coordination.
- Ability to communicate effectively with both business and technical teams.
Technology & Tools
- Microsoft Excel (Advanced)
- IBM Cognos Analytics (Preferred)
- Workforce Management & Time Tracking Tools
Desirable Skills
- Experience within BPO, Contact Centre, Customer Experience (CX), Financial
Services, FinTech, Healthcare, or Technology environments.
- Exposure to Agile methodologies and project delivery frameworks.
- Experience supporting digital transformation initiatives.
- Basic understanding of data querying and reporting using SQL.
- Experience supporting knowledge management and documentation consolidation
projects.
- Familiarity with automation and workflow improvement tools.
- Exposure to AI-enabled productivity and business analysis tools.
Key Competencies
Analytical Thinking
Communication
Attention to Detail
Process Orientation
Collaboration
Accountability
Adaptability
Continuous Improvement Mindset
What Success Looks Like
The successful candidate will quickly establish themselves as a trusted operational partner
who brings structure, efficiency, and visibility to critical business processes. They will
improve onboarding and workforce management workflows, maintain high-quality
documentation, deliver impactful reporting and analytics, and proactively identify
opportunities for operational improvement. Through effective stakeholder engagement and
strong analytical capabilities, they will help drive operational excellence and support
organizational growth.
Why Connex?
- Opportunity to support enterprise-scale operational and business transformation
initiatives.
- Exposure to workforce management, process optimization, reporting, and analytics
programs.
- Collaborative environment with business, operations, and technology
professionals.
- Hybrid work environment based in Toronto.
- Culture focused on continuous improvement, accountability, and professional
development.
- Meaningful work that drives measurable business and operational outcomes.
