Business Analyst - Operations, Workforce & Process Improvement

Location: Hybrid (Toronto, ON)

Role Type: Contract

Company Overview

Join Connex, a leading technology solutions provider with over 600 professionals across 14

offices throughout North America. We partner with organizations to deliver innovative technology, digital transformation, and business modernization solutions that drive measurable outcomes. Our culture is built on integrity, accountability, collaboration, and continuous improvement, empowering our teams to deliver exceptional service and impactful results for our clients.

Position Overview

We are seeking a highly organized, analytical, and results-driven Business Analyst to support workforce operations, resource management, business process optimization, and operational reporting initiatives.

This role will serve as a key liaison between business stakeholders, operational teams,

vendors, and technology groups to improve efficiency, streamline workflows, and support data-driven decision-making. The ideal candidate brings strong experience in requirements gathering, process documentation, onboarding and access management workflows,

operational reporting, SLA monitoring, and stakeholder coordination.

The successful candidate will be comfortable working in fast-paced environments,

managing multiple priorities, and identifying opportunities for continuous improvement through automation, reporting, and operational excellence initiatives.

Key Responsibilities

Business Analysis & Operational Support (35%)

- Gather, analyze, and document business requirements, workflows, business rules,

and operational procedures.
- Collaborate with business stakeholders to identify pain points and recommend process improvements.
- Support workforce, resource management, onboarding, offboarding, and transfer activities.
- Analyze operational data and business metrics to identify trends, inefficiencies, and improvement opportunities.
- Create and maintain process documentation, SOPs, workflow diagrams, and knowledge base content.
- Ensure operational activities are completed in accordance with established service levels and business objectives.
- Support business initiatives through data analysis, reporting, and operational insights.

Process Improvement & Documentation Management (25%)

- Evaluate current business processes and recommend enhancements to improve efficiency and scalability.
- Lead process mapping, workflow analysis, and documentation efforts.
- Manage and maintain business documentation repositories within Confluence and related platforms.
- Identify opportunities for standardization, automation, and optimization across operational functions.
- Support business transformation and continuous improvement initiatives.
- Assist in the development and implementation of best practices and governance processes.

Reporting, Analytics & Performance Monitoring (20%)

- Develop, maintain,



and enhance operational dashboards and reports using Excel,

Power BI, and reporting tools.
- Monitor KPIs, SLAs, workforce metrics, onboarding timelines, and operational performance measures.
- Analyze resource utilization, time tracking, and workforce management data.
- Produce recurring and ad hoc reports for leadership and operational teams.
- Support data quality initiatives and ensure reporting accuracy and consistency.
- Provide actionable insights to improve operational effectiveness and business outcomes.

Stakeholder & Vendor Coordination (10%)

- Collaborate with internal stakeholders, vendors, and external partners to support operational initiatives.
- Coordinate onboarding, access management, and resource allocation activities.
- Facilitate stakeholder meetings, requirements discussions, and status updates.
- Track action items, dependencies, risks, and operational issues through to resolution.
- Ensure effective communication across business, operations, and technology teams.

Access Management & Compliance Support (10%)

- Coordinate system access requests, approvals, provisioning, and deprovisioning activities.
- Support compliance requirements related to onboarding, offboarding, and system access management.
- Maintain accurate operational records and audit documentation.
- Monitor SLA adherence and ensure timely completion of operational activities.
- Partner with IT and business teams to support governance and control processes.

Qualifications

- 7+ years of experience in Business Analysis, Operations Analysis, Resource

Management, Workforce Operations, or related roles.
- Proven experience analyzing business processes and supporting operational improvement initiatives.
- Experience gathering, documenting, and validating business requirements.
- Strong knowledge of process mapping, workflow documentation, and continuous improvement methodologies.
- Excellent analytical, problem-solving, and organizational skills.
- Strong verbal, written, and stakeholder management abilities.
- Ability to manage multiple priorities in energetic and fast-paced environments.
- Post-secondary education in Business, Business Analytics, Information Technology,

or a related discipline.

Mandatory Skills

Business Analysis & Process Improvement

- Requirements gathering and documentation.
- Process mapping and workflow analysis.
- Business process optimization.
- SOP and operational documentation development.
- Root cause analysis and problem-solving.




- Stakeholder engagement and requirements validation.

Operational Excellence

- Resource and workforce management support.
- Onboarding and offboarding process management.
- SLA monitoring and performance tracking.
- Operational reporting and KPI measurement.
- Vendor coordination and stakeholder management.
- Access management and operational governance.

Reporting & Analytics

- Advanced Microsoft Excel.
- Power BI dashboard development and reporting.
- Data analysis and interpretation.
- KPI reporting and workforce analytics.
- Trend analysis and business insights.
- Data quality management.

Collaboration & Communication

- Cross-functional stakeholder engagement.
- Strong written and verbal communication skills.
- Meeting facilitation and documentation.
- Relationship management and coordination.
- Ability to communicate effectively with both business and technical teams.

Technology & Tools

- Jira
- Confluence
- Microsoft Excel (Advanced)
- Power BI
- SQL
- Tableau (Preferred)
- IBM Cognos Analytics (Preferred)
- Microsoft Office Suite
- Workforce Management & Time Tracking Tools

Desirable Skills

- Experience within BPO, Contact Centre, Customer Experience (CX), Financial

Services, FinTech, Healthcare, or Technology environments.
- Exposure to Agile methodologies and project delivery frameworks.
- Experience supporting digital transformation initiatives.
- Basic understanding of data querying and reporting using SQL.
- Experience supporting knowledge management and documentation consolidation projects.
- Familiarity with automation and workflow improvement tools.
- Exposure to AI-enabled productivity and business analysis tools.

Key Competencies

Analytical Thinking

Communication

Attention to Detail

Process Orientation

Collaboration

Accountability

Adaptability

Continuous Improvement Mindset

What Success Looks Like The successful candidate will quickly establish themselves as a trusted operational partner who brings structure, efficiency, and visibility to critical business processes. They will improve onboarding and workforce management workflows, maintain high-quality documentation, deliver impactful reporting and analytics, and proactively identify opportunities for operational improvement. Through effective stakeholder engagement and strong analytical capabilities, they will help drive operational excellence and support organizational growth.

Why Connex?

- Opportunity to support enterprise-scale operational and business transformation initiatives.
- Exposure to workforce management, process optimization, reporting, and analytics programs.
- Collaborative environment with business, operations, and technology professionals.
- Hybrid work environment based in Toronto.
- Culture focused on continuous improvement, accountability, and professional development.
- Meaningful work that drives measurable business and operational outcomes.

📌 Business Analyst (Toronto)
🏢 Connex Telecommunications
📍 Toronto