Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Introduction: Robertson is seeking a skilled Business Analyst to join our client.

Contract Dates: 12 months with potential to extend or convert
Pay Range: $53.32 to $63.99 per hour
Business Hours: Monday to Friday (Remote)

Job Responsibilities:

Assess the current state of key employee enablement areas such as the Service Desk/Helpdesk.
Evaluate AI and Chatbot technologies and capabilities being implemented from ServiceNow and Copilot.
Collaborate with the Service Desk, internal EE development team, and the PowerApps team to set a strategy for organizational operational efficiencies.
Create the proposal to transition more to self-help and automation, reducing reliance on actual calls.
Assess trends and opportunities across Financial Services and best-in-class organizations.
Set the direction, create presentations, and develop action plans necessary to execute strategies.
Gather and document business requirements from stakeholders.

Experience & Qualification Requirements:

Prior experience in implementing chat bots, self help and AI automation into the Helpdesk domain preferred
Knowledge of CRM systems and process improvement methodologies
Experience in prior similar projects with a focus on helpdesk or service desk approaches

Personal Attributes:

Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Proficiency in process mapping and documentation tools
Experience with audit support and control mapping is a plus
Ability to work independently and as part of a team
Strong organizational skills and attention to detail

****ALL CANDIDATES MUST COMPLETE A FULL BACKGROUND CHECK AS PART OF THE APPLICATION PROCESS****

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.

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Business Analyst III