Job Posting: Business System Analyst (Microserve)

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Business System Analyst
Location: Remote Opportunity (Western Canada)
Opportunity at Microserve

Position Overview and Summary:  

Microserve’s internal Operational Excellence Team is growing, and we are looking for a Business System Analyst to join the team! In this role you will manage both process and technology projects ranging from automation opportunities with our main tool (Connectwise) to custom application development via power platform framework to internal technology projects based on business needs. 

We’re looking for that special someone whose both at ease with analyzing, designing and implementing information systems and managing the whole thing as a seamless project, who can easily understand business reality and user needs and can clearly express this in dev jargon, who enjoys working with a variety of stakeholders and can quickly developing strong working relationships and who can deal with some level of ambiguity – we’re growing and we haven’t figured everything out. 

If you are skilled in creating order from ambiguity, delivering by deadlines, and connecting the dots between processes, technology, and people, then we want to meet you! 

Key Responsibilities  

Support technology and process initiatives (90%): 

Lead definition and development of process models and system requirements to support technology and business operations: 

  • Work with stakeholders to understand their existing business process and functionality 
  • Engage with stakeholders to elicit, analyze, and validate requirements for changes in information systems, integration and business processes and translate them into system requirements 
  • Elicit requirements using interviews, document analysis, requirements workshops, surveys, store visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis 
  • Analyzing the clients’ needs, isolating, and identifying gaps, translating business requirements into technical specs and user stories including acceptance criteria  
  • Participate and/or lead documentation and analysis of current-state process, design of future-state process, and gap analysis 
  • Interview business unit SME’s to gather requirements and document key information about procedures, tool usage, and consistency with defined process  
  • Document the business processes, software configurations and integrations configurations while adhering to and improving the documentation standards and best practices 
  • Craft process documentation that can be consumed at all levels within an organization 
  • Ensure documents are kept up-to-date and available to stakeholders in Microserve’s centralized repository 

Analyse data and processes: 

  • Analyze data to facilitate root cause analysis  
  • Analyze and report on gaps between the current and future state   
  • Analyze and suggest improvements in process effectiveness and efficiency  
  • Monitor KPI’s to evaluate performance against targets, communicate results, and address gaps as required with stakeholders  
  • Ensure that developed standards and guidelines are followed and recommend changes to standards and guidelines if appropriate 

Design future state processes and solutions:

  • Assist teams with future-state definition, providing guidance and recommendations for solving process problems and enhancing process accuracy, speed, and cost-effectiveness  
  • Validate future-state solutions and analyze impact of change with consideration to organizational structural issues 
  • Recommend, implement, and monitor process improvements for optimization and continuous improvement 

Implement and test new processes and technology:

  • Participates in QA processes; identifies test cases; explains complex processes; aids in developing test plans 
  • Test procedures and systems using control plans  
  • Proactively communicate results, issues, and risks to management in summary form 
  • Use problem and change management processes to address control plan failures 
  • Monitor and report on process effectiveness and ensure processes are supporting our business objectives 
  • Manage implementation to ensure our teams are prepared for changes including communication and training to users 

Manage all aspects of the projects and other internal initiatives as required:

  • Develop project charters and detailed project plans, in collaboration with business units  
  • Manage project work as planned to ensure deliverables are accomplished and objectives are met 
  • Regularly update project plans and report project status to project sponsors, project teams, and the OE team. Identify barriers and mitigation plans. 
  • Coordinate and follow up on tasks and assignments within cross-functional process improvement project teams 
  • Direct the implementation of business solutions 
  • Advise and guide internal stakeholders around project barriers and make recommendations to mitigate risks. Act as a key contact and communication facilitator between internal departments for process initiatives 
  • Organize, facilitate/lead, and participate in business process workshops with stakeholder groups 

Support the OE program (10%) 

  • Follow and enhance the OE Team’s internal processes and methodology by actively participating in improving our operating procedures and helping establish best practices for project management and execution 
  • Act as an ambassador of OE to improve organizational culture by raising awareness with internal stakeholders of concepts and tools related to continuous improvement and business process management in general  
  • Support the OE Manager, team and Microserve business units as required and directed. 

Qualifications and Requirements: 

We’re looking for someone with: 

  • Passion for technology and automation 
  • A strong process mindset and ability to easily document complex processes in simple workflows 
  • Ability to connect with others and can naturally develop trust and strong working relationships 
  • Curiosity: You have a genuine inquisitive interest 
  • Leadership and autonomy to manage initiatives on your own 
  • Deep sense of accountability 
  • Desire to be part of team that is highly collaborative  


  • Technical background and experience implementing and supporting software applications in business environments. 
  • Demonstrated experience discovering, collecting, and documenting business requirements and specifications 
  • Prior experience with business process management software, workflow automation software, and robotics technology strongly recommended 
  • 2+ year(s) of work experience in software or systems implementation 
  • 2+ year(s) of work experience in project management roles 
  • 1+ year(s) of work experience in process improvement 
  • Agile, Lean, Six Sigma, OE Methodology experience  
  • A university or college degree (Or 5+ years of relevant work experience) 
  • Proficient with O365 including Teams & SharePoint 
  • Capable of juggling multiple projects simultaneously 
  • Flexible and adaptable. Able to work in ambiguous situations 
  • Exceptional written, verbal, and interpersonal communication skills 
  • Experience in developing project  plans and managing projects end-to-end 
  • Ability to set schedules, deadlines, milestones, and work/project timelines to support delivery of assigned projects 


  • Formal Business Improvement / Business methodology accreditation (Lean/Six Sigma Black/Green Belt) 
  • PMP or equivalent designation 
  • ITIL 
  • Agile 
  • Experience working with ConnectWise is an asset 


Employee will understand, meet, and live our core values  

Will Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven  

About us: 

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 500 team members, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients.

How to Apply

In order to be eligible to apply for this position, you must be registered on BC JobConnect. Learn more about how to register for the BC JobConnect here. If you are interested to apply for the position, send your resume and cover letter to before August 24, 2022 with the following email subject: Business System Analyst (Microserve).