Functional Analyst 1

Functional Analyst 1

Competition No: 2024-434
Duration: Regular Full Time
Salary: $6,730 – 7,011 – 7,319 – 7,629 – 7,946/month (2024 Rates)
Schedule: 70 hours bi-weekly; Monday to Friday from 8:00 AM – 4:45 PM
Special Notes: Subject to Note ‘T’ of Schedule ‘B’ of the CUPE 23 Inside Division Collective Agreement
Last Updated: 3/28/25

As employees, we joined the City to make a difference in the community. The Burnaby Promise sets out the responsibilities of every employee, everyday, in every decision we make.

This is functional application analysis work performed in support of the Customer Service Centre department. An incumbent of this class assists in the analysis of business requirements and development of business processes and information technology solutions related to our customer service operations. Assists in the analysis and optimization of the CRM to improve customer relationship management; configures and customizes CRM modules to align with business needs, develops and maintains documentation for processes and workflows. The Functional Analyst 1 also performs a number of activities to support application deployment; supports system testing and documentation; assists in the identification of potential system failures and associated risks; evaluates the performance and functionality of configurations; and assists in developing deployment schedules and training for end users. Maintains liaison with department users, technical specialists and vendors regarding all aspects of business application functionality; contributes to the development of policies and procedures to prevent system failures; reviews and ensures for appropriate backup, recovery, and service level agreements. Other responsibilities include providing communications, training and support to end users on new functionalities and system enhancements for business applications; preparing and maintaining a variety of reports and records related to the work; and keeping current on developments in information technology systems and procedures. Performs related work as required.

Qualifications include completion of a Bachelor’s Degree in computer science, business information systems or technology management, or other relevant discipline, plus sound work experience in functional analysis; or an equivalent combination of training and experience. Sound knowledge of information technology applications, components, procedures, options for configuration such as CRM applications, Microsoft CRM Dynamics, supporting Live Chat and Chatbot solutions, Web portals, Mobile Apps, supporting SMS and Telephony solutions, various communication channels and integrations with CRM. Additionally, experience with Workforce Management solutions, strategies, Power BI, Contact Centre Management solutions and CSAT would be desirable. Working knowledge of the functions of departments served and their requirements as applied to information technology; and policies, procedures and practices related to the work. An incumbent will have the ability to perform problem definition and analysis related to the evaluation and configuration of software applications; analyze and evaluate various data and information, develop logical solutions for user issues, and assess the implications of proposed changes. Ability to prepare functional documentation of application systems and procedures; establish and maintain effective working relationships with a variety of internal and external contacts and participate in the work of a project team. Ability to communicate effectively orally and in writing, and to convey technical understanding to various audiences and end users along with skill in the use and configuration of software applications.

The closing date for this competition has been extended until it is filled. New applications are welcome!

We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil-Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and distinct traditional territories that fully or partially encompass the city. We encourage you to learn more about the Host Nations whose ancestors have occupied and used these lands, including parts of present-day Burnaby, for thousands of years. We are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview.

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online.

We thank all applicants for their interest; however, only those considered for an interview will be contacted.
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