Technical Business Analyst
Starting base salary $86,000 - $93,500 CAD*

Plus Bonus, Equity & Benefits

• Our salary ranges are determined by role, level, and location. The range reflects the typical range for new hire salaries, it does not reflect the maximum salary for the role over time. Individual pay offers are determined by job-related skills and experience demonstrated during the interview process.

The Technical Business Analyst will function as the liaison between our clients and internal business users. They play a key role in the investigation and prioritization of technology-related requests and manage issues end-to-end from reporting through to validation and resolution. The Technical Business Analyst meets regularly with external and internal teams to understand business problems and clearly communicates status via customer relationship management skills and responsiveness.

WHAT YOU WILL BE DOING:

• Collaborate with internal and external teams to plan for customer needs and business outcomes (e.g., annual rollover, scheduled maintenance).
• Identify, document, and analyze client business requirements to inform decision-making.
• Manage and prioritize support incidents and requests efficiently, demonstrating strong time management skills.
• Coordinate and lead client meetings, scheduling with internal teams as needed.
• Ensure application changes comply with incident management procedures, including root cause analysis and process documentation.
• Troubleshoot, test, and resolve application or process issues, providing status updates to stakeholders.
• Identify and communicate improvements to applications and processes to enhance efficiency and standardization.
• Monitor, report on and adhere to SLAs as per 360 policy and client contractual obligations.

WHAT YOU’LL BRING TO THIS ROLE:

• A client-first mentality, developed through a minimum of 1-3 years of experience in a client-facing role where you became a trusted advisor.
• Strong organizational skills with attention to detail and accuracy; excellent analytical and problem-solving skills with the ability to prioritize effectively
• Proven skills in data analysis and reporting with the ability to communicate status updates effectively
• The ability to troubleshoot and resolve software or process flow-related issues and enlisting support across several cross-functional departments and leadership teams, when needed.
• Excellent verbal and written communication and interpersonal skills, with the ability to translate technical details into business plain-English explanations.
• Advantageous skills and experience:
• Experience with SaaS platforms in channel marketing and incentive programs
• Knowledge of SQL or willingness to learn.
• Previous experience in application support or technical analyst role
• Basic knowledge of web applications (i.e. how web browsers communicate to web application servers, how cookies work, how domain certificates work)
• Experience with 360 technologies and configuration, including use of ticketing systems such as Freshdesk and/or Jira.
• Experience in depicting business workflow, swim-lanes, and diagrams