IT – Customer Solutions Analyst

You belong at Day & Ross. 

Solutions Analyst, Sales Operations 
Full-time
Brampton, ON

The Solutions Analyst – Customer Solutions will be responsible for supporting the implementation of process and technology changes with key partners.  It is critical that the incumbent have an understanding of best practices and technology to improve and enhance what and how we communicate with key partners. The incumbent must possess the requisite skills to support the requirements gathering, process mapping, testing and assessment, and communication of findings to relevant

How You’ll Help

• Collaborates with the Business Solutions Specialist and business users to determine a project or initiative’s requirements through interaction and research. 
• Able to articulate the voice of the customer and partner to provide progressive and practical solutions to internal and external stakeholders that drive value in our services
• Actively participates in interviews with the Solutions Specialist to capture requirements in workshops, questionnaires, site visits, workflow storyboards, user story constructs, use cases, and other methods as appropriate 
• Work closely with customers, sales leaders, customer care, and external partners to capture business requirements & enhancements to identify and document requirements for priorities
• Supports recommended solutions to drive efficiencies in partner relations with standardization of partner services
• Translate business requirements to technical requirements. This includes using powerful analysis and modeling tools to match functional and strategic business objectives with practical technical solutions
• Ability to provide advice for solutions beyond the current problem to solution for the future
• Identifies the portability and impact of solutions beyond the functional area being assessed
• Creates process models, specifications, diagrams, and charts to provide direction to developers and the project team
• Supports the creation of test scripts, test plans and test scenarios which are based on the as-is state as well as the to-be objective to ensure requirements are met
• Leads the QA of solutions to ensure features and functions have been enabled and optimized and requirements met.
• Support development of training materials 
• Supports go live activities to assist with resolution of identified defects or enhancements
• Provides ongoing support to Super User Network
• Supports Application Management Support (AMS) with clarifying impact of tickets and work orders as required. 
• Actively participates with feedback to the Project Manager, Solutions Specialist, Testing Manager, and business users during project review sessions 

Your Skills & Experience: 

• Completion, or enrolled in, Business Analysis certification
• College diploma or university degree in the field of business administration, finance, or information systems. Professional certification recommended.
• ITIL certification recommended
• Experience working with SalesForce is an asset 
• Experience with customer facing technologie / is required. .
• Experience with call centre procedures and technologies is required
• 2 years experience, preferably in the transportation/ogistics industry is considered an asset
• Proven experience with process and technical requirements analysis, elicitation, modeling, verification, and methodology development
• Familiarity Experience with integration software and customer facing technologies (EDI/API/Informatica) is required 
• Strong interpersonal skills – ability to ask insightful questions to retrieve required information needed from stakeholders and provide regular feedback to the Solutions Specialist
• Great listening skills - able to translate functional requirements into technical specifications
• Ability to impact and influence stakeholders to support changes in process or technology
• Comfort with supporting stakeholder meetings and eliciting requirements
• Ability to identify technical issues or opportunities and translate these to a functional outcome back to the Solutions Specialist
• Documentation Skills/technical writing - including requirements documents, reports, specifications, plans and analysis.
• Knowledge of Business Processes – ability to have a Bbusiness oriented vision
• Ability to convert specifications into test cases and group into test cycles. Leading stakeholders/Super Users through test cycles
• Ability to identify change impacts from process/system changes and convert input into training material creation
• A mindset of continuous improvement 
• Knowledge of Project Management Fundamentals.
• IT Fluency – demonstrate  a clear understanding of how different IT products are related, interface with and connect to each other, as well as the positive or negative effect they may have in a given situation.

To apply, visit our Careers page at dayross.com.

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview. 

About Day & Ross

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.    

We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values