Business Systems Analyst, Operations (West End)

Join our Canadian Segment Operations Excellence Team! Our dynamic team leads initiatives that implement and enhance new technologies across Canadian Segment teams, such as Amazon Connect and Salesforce. The role is an existing vacancy in the Canadian Segment Operations Excellence Team, located in Halifax, Nova Scotia. Responsibilities

Supporting the implementation of diverse initiatives as part of a Salesforce agile squad. Work in a customer‑centric environment that ensures excellent service delivery for internal and external clients. Analyze, document user stories and acceptance criteria, investigate and resolve issues, perform business acceptance testing to ensure successful delivery. Recommend solution options and collaborate with business partners to meet expectations. Identify and assess business impacts and risks, tackle issues, provide recommendations. Define the end state of desired changes. Design and configure Salesforce Service Cloud solutions, including data models, user interfaces, and automation to support case management and contact center operations. Perform performance measurement frameworks, business analysis of functional requirements, produce quality documents such as business processes, feasibility and impact analysis. Lead effective meetings to understand business drivers, present findings and facilitate decision making. Critically evaluate gathered information, reconcile concerns, communicate to collaborators. Assess impacts of system and process changes to upstream and downstream processes. Build and deliver concise presentations to communicate ideas. Support ad‑hoc analysis to determine root cause of issues and resolve them in a timely manner. Work closely with IT partners through analysis, development, testing, and implementation phases. Measure success of changes through KPIs and user feedback. Provide coaching and development support for associate and intermediate business analysts. Identify ways to improve and streamline work and service delivery. Qualifications

5+ years of experience in business analysis, business system analysis or technical analyst roles. Experience working with Salesforce Service Cloud is required. Experience designing and configuring Salesforce Service Cloud solutions, including data models, UI, Lightning components, flows, validation rules, approval processes. Experience with Contact Centre or Operations teams highly preferred. Strong problem‑solving, organizational and analytical skills. Ability to learn complex concepts, processes, systems quickly through self‑directed investigation. Familiarity with Agentforce and general AI/automation concepts. Proficiency in MS Office Suite, including Word, Excel (advanced), PowerPoint, Visio, Power BI or other analytics programs. AWS knowledge is an asset. Good understanding of project management practices. Process modeling and analysis skills including gap analysis and root cause analysis. Experience with testing – creating test plans and execution. Experience delivering projects involving system implementation. Capacity for constant learning, open to change and continuous improvement. Strong collaborator, ability to support teams across projects. Business judgment, ability to juggle priorities. Comfortable with ambiguity, in environment of conflicting priorities. Positive high‑energy attitude, harmonize with team members in and outside business units. Preferred Qualifications

Bachelor’s degree in Computer Science, Software Engineering or relevant College Diploma. Past experience in large complex environment. Benefits and Compensation

Location: Halifax, Nova Scotia. Working arrangement: Hybrid. Salary range: $65,850.00 – $109,750.00 CAD. Includes incentive programs and compensation tied to performance. Eligible employees receive benefits such as health, dental, mental health, vision, short‑ and long‑term disability, life and AD&D insurance, adoption/surrogacy, wellness, and employee/family assistance plans. Retirement savings plans, pension, global share ownership plan with employer matching, financial education and counseling resources. Generous paid time off program in Canada includes holidays, vacation, personal and sick days, and statutory leaves of absence. Equal Opportunity Employer

Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment, retention, advancement and compensation without discrimination. A Human Resources representative will work with applicants who request reasonable accommodation during the application process. The role being advertised is an existing vacancy.

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