Support analyst Jobs in Richmond, BC

We are Two Circles. We are a Sports & Entertainment Marketing business. We grow audiences and revenues. We do that by knowing fans best. We work with clients to help them understand & influence what their fans are doing – the way fans spend their money, the events that fans attend, the channels fans respond to, the content fans watch and more. And we use the understanding this gives us to help our clients grow. Grow their audiences and grow their revenues - both direct to consumer and business to business revenues. Our platforms and services are trusted by over 1000 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike and Amazon. We are over 1000 people, based out of 15 offices, and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

Requirements

The role will require the candidate to be responsible for:

Discovery and analysis

• Lead client-facing discovery workshops, interviews, and process walkthroughs to understand business objectives, challenges, and user needs.
• Analyze current processes and identify gaps, inefficiencies, risks, and improvement opportunities, producing current state process maps and future state workflows.
• Define business, functional, data, reporting, and integration requirements.
• Help stakeholders prioritize requirements and distinguish essential needs from future enhancements.
• Work with consultants and technical teams to provide business context, evaluate solution options and communicate trade-offs.

Documentation and testing

• Translate business requirements into clear user stories, acceptance criteria, process maps, and supporting documentation.
• Create visual models such as use case diagrams, entity relationship diagrams, data flow diagrams, as well as contribute to high-level data architecture diagrams to communicate business processes, system interactions, and data relationships.
• Work with solution architects, developers, and data specialists to validate technical diagrams and ensure they accurately reflect the business requirements.
• Ensure requirements are sufficiently detailed for delivery teams to design, build, and test.
• Support maintaining decisions, assumptions, dependencies, risks, and changes throughout the project.
• Create test scenarios and support system testing, user acceptance testing and sign-off.
• Track defects and confirm that delivered functionality meets the agreed business need.

Stakeholder and project delivery

• Build trusted relationships with client stakeholders of all levels and internal project teams.
• Communicate requirements, decisions, risks, blockers, and scope changes clearly.
• Facilitate discussions where stakeholders have competing needs or priorities.
• Work closely with delivery managers, consultants, architects, developers, and data teams throughout delivery.
• Support backlog refinement, demonstrations, release readiness, training, and post-launch validation as required.
• Support change management and user adoption planning around CRM rollouts, including communications, readiness assessments, end-user support and training materials.

Consulting practice support

• Contribute to project scoping, proposals, estimates, and statements of work where required.
• Identify and communicate future opportunities to help drive greater value with our clients.
• Help improve reusable templates, standards, and business analysis practices across the team.

A Business Analyst in our CRM Consulting practice will possess a blend of the following skills:

• Experience working as a Business Analyst within consulting, professional services, technology delivery, or business transformation.
• Experience with Salesforce, Microsoft Dynamics 365, or another CRM platform.
• Strong requirements gathering, workshop facilitation, and process analysis skills.
• Ability to turn ambiguous business problems into clear requirements and practical recommendations.
• Experience writing user stories, acceptance criteria, process maps, and functional documentation.
• Experience creating visual models such as use case diagrams, entity relationship diagrams, data flow diagrams, or similar solution artifacts.
• Experience supporting testing and user acceptance testing.
• Strong stakeholder management and client-facing communication skills.
• Ability to work effectively with both business and technical teams.
• Strong organization, attention to detail, and ability to manage multiple priorities.
• Experience working in Agile, waterfall, or hybrid delivery environments.
• Ability to identify and communicate risks, assumptions, dependencies, and scope impacts.
• General technical literacy and the ability to learn new systems quickly.

Helpful but not required:

• Exposure to sales, customer service, marketing, membership, or customer-data processes.
• Experience gathering data, reporting, migration, or integration requirements.
• Familiarity with Jira, Confluence, Miro, Lucidchart, Visio, or similar tools.
• Relevant Business Analysis or Agile certification.
• Experience and interest in utilizing AI tools to accelerate project delivery while maintaining rigour and accuracy in the output.
• Knowledge of the sports and entertainment industry and a passion for sports and entertainment development and trends.

How you’ll work:

• Structured and analytical: You break down complex or ambiguous problems, identify the key issues, and develop clear, practical recommendations.
• Curious and consultative: You ask thoughtful questions, seek to understand the underlying business need, and constructively challenge assumptions.
• Clear and confident: You communicate complex information effectively and facilitate discussions with both business and technical stakeholders.
• Collaborative: You build strong working relationships and bring together different perspectives to support effective decision-making and delivery.
• Accountable and adaptable: You take ownership of your work, follow through on commitments, and remain effective as priorities, requirements, or project conditions change.

The role requires occasional travel to client sites within the United States and Canada.

Benefits

What can we offer you?

We offer a benefits package to suit you and your lifestyle! Out of a core monthly budget, you can choose your own comprehensive benefit package

• 19 standard days of PTO (+1 Birthday, 1 Admin Day, 1 Big Life Event Day, + 1 Wellbeing Day, + Time Back)
• Dental, Extended Health Care, Vision, Long Term Disability, Life Insurance, etc.
• Discretionary Bonus based on company performance
• Performance Reviews every 6 months with discretionary salary increases
• Registered Retirement Savings Plan
• Parental Leave
• Mobile Phone Contribution
• Sport Challenge Contribution
• Office Perks

Though these are the basics written down, we will principally be recruiting for energy, values and commitment – both to Two Circles and to your career. Even if you feel you don’t tick 100% of the boxes but feel you could bring value to the role, we’d still love to hear from you! Our recruitment process will be honest & thorough, and so will our roles. In return, we can offer honesty, integrity, and the chance to progress in the organisation as quickly as you develop within it.

Two Circles is committed to creating a diverse environment and is proud to be an equal opportunities employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.