Req ID: 69253

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Business Analyst (Quality) - Service Desk - Auxiliary to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

Purpose of Position

Successful Delivery Organizations are based upon effective, efficient, consistent, repeatable and accurate processes and procedures.

The Business

Analyst position has direct impact on these success factors in that the position supports the knowledge management, customer satisfaction analysis and service quality. The position is responsible for currency and accuracy of NTT DATA's knowledge management database for all Service Delivery Units within the BC Operation. The position also reviews, analyzes, determines root cause and provides recommendations on all customer satisfaction surveys. The position also reviews and promotes service delivery quality across all Delivery Units.

Accountabilities The Business Analyst may be accountable in one or all of the following areas:

Knowledge Management

- Assess incoming information for scope and validity. Work with NTT DATA and client to validate content or scope.
- Decide how the information will be incorporated into knowledge structure. Requires knowledge of technology, clients, government infrastructure and processes, contract scope, Service Desk processes and NTT DATA/client processes.
- Manage knowledge creation and updates.
- Participate in projects and change orders to identify, gather and incorporate knowledge required by the Service Desk to support the project. Assess the impact of project or client changes on knowledge and implement knowledge updates to meet the time constraints. Work with clients, NTT DATA and Service Desk teams to define client level 1 script logic
- Manage knowledge structure and tools. Develop and evolve knowledge structure. Develop and maintain knowledge templates to gather client and project information. Consult on tool configurations and changes.



Oversee external product knowledge packs in CKM and VHD. Develop and maintain list of Subject Matter Experts for authoring knowledge articles. Identify opportunities for service improvement.
- Act as Knowledge Tool Subject Matter Expert to authors, researchers and clients. Train staff on use of knowledge search and authoring tools. Develop and maintain documentation to support tool usage. Work with 3rd level support staff to troubleshoot problems and to identify operational procedures. Develop any required operational support procedures required to maintain the knowledge bases.
- Assist in business growth by demonstrating effectiveness of knowledge tools and knowledge bases to clients.

Customer Satisfaction Surveys

- Acquire, manage, analyze and present data related to customer satisfaction
- Analyze customer data to create performance measures and scorecards
- Analyze internal data to understand the impact of customer satisfaction on business outcomes
- Collaborate with other delivery units to define Key Performance Indicators related to customer satisfaction
- Collaborate with other delivery units to prepare metrics reports for delivery to customers
- Present findings and observations from data analysis to internal team and customers
- Contribute to the ongoing development of customer satisfaction metrics
- Assist others by sharing knowledge about research methodology and statistics as required
- Assist with ad hoc research projects and reports as required

Quality

- Review and evaluate the work product of other Service Delivery Units supporting the incident and request management processes
- Recommend any changes that might be required in order to comply with quality delivery standards.
- Maintain the quality control policies and procedures up to date
- Investigate and review critical quality issues to determine the cause,



recommend corrective measures and help implement said measures.
- Assist other Service Delivery Units with their internal quality control desk procedures by reviewing and/or maintaining quality assurance procedures.

Qualifications

- One year of experience in Quality management tools such as Verint, NICE inContact, or Genesys
- Related degree or an equivalent combination of relevant experience, education and/or training
- One year of experience performing Quality Analysis of interactions between service providers and end user community/clients
- ITIL V4 foundation certification or at least two years of experience with the ITIL library.

Financial Responsibility

- The knowledgebase will be used by hundreds of analysts supporting clients and there is a direct impact on the productivity of Delivery Teams if information is out of date.
- Lack of quality output by Delivery Teams can directly affect the billing to our Customers. There is a responsibility to ensure Delivery Teams are aware of this potential impact and take corrective action.

Direct Supervision

- This position provides no direct supervision.

Project/Team Leadership or Training

1. No Team Lead/Training responsibilities.

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved the accommodation request if the positions is still vacant during the recruitment process.

Pay Range (2026): CAD 44.11 / Hr

About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital,

cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal prospect employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

📌 Business Analyst (Quality) - Service Desk - Auxiliary (Burnaby)
🏢 NTT DATA
📍 Burnaby