CXM - Senior Business Analyst

Job Title : Senior Business Analyst CRM / CXM & DevOps Delivery

Duration : 248 Business Days

Location : Fredericton, NB (Remote)

Overview

We are seeking a Senior Business Analyst with strong experience in DevOps-enabled delivery, CRM / CXM platforms, and large-scale business transformation initiatives. The role focuses on establishing and improving delivery practices, leading complex requirements activities, and working collaboratively across multi-entity, multi-vendor environments, particularly within public sector and enterprise technology programs.

Key Responsibilities

• Contribute to the establishment, evolution, and continuous improvement of delivery practices within a technology services organization, including operating models, processes, and governance frameworks.
• Develop and maintain standardized templates, playbooks, guidance materials, and reusable artifacts to promote consistency and efficiency across multiple delivery teams.
• Apply Agile and DevOps delivery practices, supporting sprint planning, backlog refinement, release coordination, and work item management (incidents, defects, enhancements, technical debt).
• Structure and manage product backlogs, including epics, features, user stories, and operational work, while improving delivery flow, throughput, and predictability.
• Perform senior-level business analysis for complex, enterprise-wide business transformation initiatives involving multiple business units or entities with competing priorities.
• Lead requirements elicitation and process definition activities by engaging business SMEs, technical SMEs, and vendors through workshops, interviews, and collaborative sessions.
• Facilitate interactive communications including requirements workshops, prioritization sessions, and executive presentations, producing clear deliverables such as BRDs, user stories, process maps, presentations, and technical reports.
• Support cloud-based SaaS and / or PaaS implementations that drive significant business transformation, delivering requirements documentation, test cases, and supporting UAT activities.
• Contribute to CRM and CXM initiatives, including requirements solicitation and definition for platforms such as Salesforce, Microsoft Dynamics, and / or Oracle.
• Work effectively within multi-vendor and cross-functional teams, coordinating across business, technology, and delivery partners using best practices and structured governance.
• Support public sector or government technology initiatives, ensuring alignment with regulatory, compliance, and stakeholder requirements.

Required Experience & Qualifications

Core Competencies