Tecnet Canada Inc. is seeking a highly motivated Senior Business Analyst & Service Improvement Consultant to support business transformation, service improvement, operational excellence, and digital modernization initiatives. The successful candidate will work closely with clients and internal stakeholders to identify business challenges, analyze processes, facilitate workshops, document requirements, and recommend practical solutions that improve service delivery, customer experience, and operational performance. This role combines business analysis, process improvement, service design, stakeholder engagement, and consulting expertise.

*Note: this position must be onsite in Victoria BC. Outside applicants will not be accepted.

Key Responsibilities

Business Analysis

- Lead stakeholder interviews, discovery sessions, and requirements gathering activities.
- Analyze business needs and translate them into actionable requirements and recommendations.
- Document business requirements, user stories, use cases, business rules, and functional requirements.
- Conduct current-state and future-state assessments.
- Perform gap analysis and root cause analysis.
- Develop business cases and solution recommendations.

Process Improvement & Service Excellence

- Analyze, document, and optimize business and operational processes.
- Create process maps, workflows, SOPs, policies, and procedures.
- Identify opportunities to improve service delivery, customer experience, efficiency, and productivity.
- Support continuous improvement and service transformation initiatives.
- Facilitate process redesign workshops and operational reviews.

Stakeholder Engagement & Facilitation

- Facilitate workshops, working sessions, and stakeholder meetings.
- Build robust relationships with clients, business leaders, and operational teams.
- Document decisions, risks, issues, and action items.
- Present findings, recommendations,



and progress updates to leadership and clients.

Documentation & Reporting

- Prepare reports, assessments, executive summaries, presentations, and business documentation.
- Maintain project and knowledge repositories.
- Ensure documentation follows organizational standards and best practices.
- Support proposal, business case, and client deliverable development.

Project & Change Support

- Support project planning and implementation activities.
- Assist with User Acceptance Testing (UAT) planning, execution, and validation.
- Track requirements, risks, issues, dependencies, and action items.
- Support organizational change and business readiness initiatives.

Qualifications & Experience

Education

- Bachelor’s degree in Business Administration, Information Systems, Operations Management, Public Administration, or a related field.
- Master’s degree is considered an asset.

Experience

- Minimum 5 years of experience in Business Analysis, Process Improvement, Service Improvement, Business Transformation, or Management Consulting.
- Experience facilitating stakeholder workshops and requirements gathering sessions.
- Experience documenting business processes, SOPs, workflows, policies, and procedures.
- Experience developing reports, business cases, assessments, and recommendations.
- Experience working directly with clients and business stakeholders.
- Experience supporting change management and continuous improvement initiatives.

Core Competencies

- Business Analysis & Requirements Management
- Business Process Management (BPM)




- Process Mapping & Workflow Design
- Service Improvement & Operational Excellence
- Stakeholder Engagement & Facilitation
- Continuous Improvement
- Root Cause Analysis
- Customer Experience (CX) Improvement
- Report Writing & Presentation Development
- User Acceptance Testing (UAT)
- Microsoft 365, SharePoint, and Collaboration Tools
- Jira, Visio, Lucidchart, or equivalent tools

Professional Certifications (Preferred)

- CBAP – Certified Business Analysis Professional
- CBPP – Certified Business Process Professional
- ITIL Foundation
- Service Design Certifications
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Power Platform Fundamentals (PL-900)
- Microsoft Power BI Data Analyst (PL-300)
- Microsoft Certified: Azure AI Fundamentals (AI-900)

Assets

- Knowledge of Digital Transformation, Service Improvement, and Business Process Optimization.
- Experience in service design, customer journey mapping, and operational excellence initiatives.
- Familiarity with Artificial Intelligence (AI), Generative AI, and emerging business technologies.
- Ability to identify opportunities to improve business processes, service delivery, customer experience, and productivity using technology-enabled solutions.
- Experience supporting automation, workflow optimization, and continuous improvement initiatives.
- Experience facilitating workshops, stakeholder engagement sessions, and organizational change initiatives.
- Consulting experience within professional services, managed services, public sector, or enterprise environments.

Pay: $65,000.00-$85,000.00 per year

Benefits

- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care

Experience:
- Business Analysis: 5 years (preferred)

Language:
- fluently in English (required)

Location:
- Victoria, BC (required)

Work Location: In person

📌 Business Analyst (Victoria)
🏢 Tecnet Burnaby
📍 Victoria