Case IQ

Business Analyst

Canada

Sponsorship not specifiedDetected 10 days ago

Project ManagementHRISCustomer SuccessLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptability

About the role

Backed by over 25 years of domain expertise and trusted by Fortune 500 companies, Case IQ has supported the management of millions of cases and helped mitigate billions in financial and reputational risk.
Role Summary You will be responsible for managing change requests from assignment to successful delivery while ensuring customer satisfaction.
This is a hands-on role where the ability to understand subtleties of customer and employee needs along with detailed knowledge of the software delivery cycle are essential to succeed.

Controlling scope and identifying where other support paths are appropriate for the customer
Coordinating and communicating with development resources to prioritize stories, manage development timelines and deployment
Manage multiple change requests simultaneously, setting priorities appropriately
Fostering teamwork and building a positive and professional work environment
Works closely with the Development Team Lead and Director of Customer Care to manage and schedule Team Resourcing
This includes other Delivery Teams, Infrastructure, Sales and Marketing, Support and Platform.
Shadow meetings and build relationships across Development, Support, Customer Success, and other key teams.
Lead customer meetings, gather requirements, write user stories, prepare acceptance criteria/test plans, communicate status, manage expectations, and escalate risks or scope changes.
90 Days: Independently manage multiple CRs from intake through deployment and close-out.
6 Months: Manage a full CR portfolio while maintaining quality and customer satisfaction.

Skilled Business Analyst with the ability to uncover business needs and translate requirements into effective software solutions.
Technically curious with the ability to quickly learn new technologies and understand complex business challenges.
Mentoring team members, offering encouragement, advice and feedback as required

Learn the Case IQ platform, customer use cases, CR delivery process, internal tools, documentation standards, and project workflows.

Working with customers, partners and team members through requirements analysis, design, development, deployment and operation phases
Help to implement a feedback mechanism to gather regular feedback from customers and analyze customer data to identify software improvements that result in Change Requests
Focused on educating our customers on the flexibility and potential of our software to help encourage continued usage of our product
Building customer confidence to attain reference-able customers
Coordinate with Development, manage timelines, communicate clearly with customers, and balance scope, timelines, resources, and customer needs.

dless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicab

This listing is sourced directly from Case IQ's careers page and normalized into a canonical job model.