Business Analyst - Web Platform

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Position summary

Starting date:

As soon as possible

Work Schedule:

40 hours

Salary:

To discuss

Department:

Development

Job status:

Permanent

Work shift:

Day

Complete our expanding team!

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Job description

Business Analyst - Web Platform

In close collaboration with the Product Owner, the Business Analyst – Web Platform supports clients in their adoption of the web platform. They are responsible for user training, initial configuration of the environment based on client needs, and second-level technical support. Working closely with the application support team post-deployment, they play a key role in ensuring user satisfaction and autonomy.

Main responsibilities

-
Required qualifications

+

Identify and analyze client needs and web business processes;
Communicate and adjust the web project plan, taking into account the ERP implementation project;
Propose concrete and appropriate solutions aligned with client needs;
Configure system components according to processes established with the client;
Test and revise business processes as needed;
Prepare and lead training sessions (virtual or in-person) for super users;
Respond to level 2 support requests via email or phone;
Analyze support requests, identify recurring issues, and apply simple solutions or suggest improvements;
Document client interactions, configurations performed, and recurring issues;
Collaborate with the Product Owner and development team to report issues, bugs, or suggestions for improvement;
Participate in the continuous improvement of onboarding, training, and support processes;
Contribute to the maintenance and creation of documentation (guides, video tutorials, FAQs).

REQUIRED QUALIFICATIONS

Excellent communication and customer service skills;
Strong interest in web technologies, and e-commerce;
Pedagogical approach, attention to detail, and thoroughness;
Ability to work independently while collaborating closely with a technical team;
Comfortable in a fast-paced environment with multiple concurrent projects;
Proactive, solution-oriented, and focused on the client experience.

REQUIREMENTS

Diploma in a relevant field (e.g., marketing, communications), or a equivalent work experience;
3 to 5 years of experience in support or client-facing role related to e-commerce solutions or web platforms;
Good understanding of the technical and functional workings of an e-commerce platform;
Ability to explain technical concepts clearly to non-technical users;
Experience in delivering training sessions and creating educational content (slides, videos, documentation);
Fluency in spoken and written French and English. An advanced level of English is required to ensure professional exchanges with our English-speaking clientele. English is used on a regular basis in communications with customers outside Quebec;
Basic knowledge of SEO, Google Analytics, or other web performance tools is an asset;
Knowledge of HTML, CSS, or basic SQL is an asset.