Overview

The ERP Business Solutions Analyst will apply business analysis, process engineering and SAP functional expertise to evolve and transform business processes in SAP and integrated applications within our ERP suite, supporting critical business functions including accounting and finance, work management, utilities, and revenue billing.. This position will collaborate closely with internal business partners, IT and external vendors to understand business needs, identify opportunities for improvement, and apply best practices in implementing efficient and sustainable business practices, that enable us to fully utilize and advance our ERP landscape.
 
We are looking for someone who is:
 
•    Service Oriented: Listens, engages and acts to provide timely and quality service for the benefit of our diverse user community.
•    An Innovative Problem Solver: Naturally curious, able to look past the superficial and ask the deeper questions needed to provide the right outcome.
•    A Team Player: Thrives in a collaborative environment while keenly focused on getting things done.

Responsibilities

Business analysis and process engineering

• Develops strong understanding of ERP business processes including accounting and finance, work management, utilities, and revenue billing systems to enable sound business analysis.
• Acts as a trusted partner for process owners and system users and ensures requirements and business impacts are well understood and represented.
• Manages SAP and ERP business and functional requirements throughout the entire requirements lifecycle (elicitation, analysis, specification and validation).
• Shares knowledge of SAP and other ERP system capabilities and pathways/tools available to achieve business outcomes across end-to-end business processes and systems.
• Facilitates workshops and conducts interviews with all levels of the organization to elicit, document and validate business requirements, processes and procedures.
• Utilizes standard business analysis tools and techniques (process flow charts, swim lane diagrams, storyboarding, SWOT analysis, benchmarking, etc.) as appropriate.
• Works closely with ERP systems users, IT, and vendor partners to ensure effective translation of business requirements into technical specifications.
• Coordinates with solution vendors and ensures solution requirements are delivered, providing input on vendor performance.
• Conducts business impact analysis of changes to ERP systems and processes.
• Identifies and implements best practices for the business processes enabled by SAP and related applications.

ERP Support – Tier 2

• Provides exceptional customer service in responding to escalated (Tier 2) support requests from the ERP Support Analyst.
• Investigates and troubleshoots application issues and inquiries, applying thorough knowledge of system and business processes to identify root causes and solutions.
• Collaborates with business users, ERP team members and  and IT to resolve complex system issues.
• May provide backup coverage to the ERP Support Analyst – SAP.

Continuous improvement

• Offers creative insights, identifies opportunities for improvement, and collaborates on delivering the best solutions for internal customers.
• Works with process owners, ERP team members and IT to identify, analyze, recommend and implement business process optimization opportunities.
• Identifies patterns and trends in user issues and support requests for deeper analysis or improved training and documentation.

Training and Documentation

• Creates and maintains business process and system documentation.
• Develops and provides training for new and existing employees on process and system functions and procedures.
• Tracks support issues and maintains troubleshooting documentation.

ERP Strategy and Prioritization

• Assists in development of business cases for implementation of new systems functionality and business process changes.
• Maintains an awareness of ERP trends through touchpoints with counterparts at private and public sector organization and participation in industry groups.
• Contributes to development and implementation of multi-year ERP roadmap. 

Other

• May perform defined system superuser tasks.
• Assists with verification for system upgrades, and projects as needed.
• Performs other related duties as assigned.

Education

• 3-year degree/diploma in a related field (e.g. Business, Computer Science or related field).

Experience

• Minimum 4 years of relevant related experience.

Additional Requirements

• Reliable with a good attitude and employment record.

Knowledge, Skills, and Abilities

• Indepth understanding of SAP (preference given to those with experience in  FICO, MM, ISU, CRM, and/or PM/DM).
• Knowledge of work management systems (preference given for Cityworks (including Respond), IFS and other GIS-centric work management systems).
• Certifications or training experience in business analysis, process engineering or process improvement methodologies and techniques.
• Knowledge of financial, work management, human resources/payroll, property tax and/or utility billing processes.
• Demonstrated aptitude for learning new technologies and business processes across a variety of business areas or sectors.
• Demonstrated knowledge of the business requirements lifecycle (elicitation, analysis, specification and validation) and business analysis tools and techniques.
• Must have strongly developed facilitation and interview skills to effectively conduct business requirements and business process improvement workshops and interviews.
• Demonstrated troubleshooting expertise in complex and highly integrated systems.
• Experience with technical writing and creating/maintaining technical and user documentation.
• Proven ability to participate as an effective and collaborative team member with strong customer relations skills.
• Aptitude and enthusiasm for learning new technologies and business processes.
• Strong time management, organizational skills and ability to prioritize and respond to multiple concurrent requests in a timely manner and meeting service levels.
• Ability to work independently with limited supervision, as well as ability to participate with a high degree of professionalism as an effective team member with internal and external stakeholders.
• Excellent verbal and written communication skills and a proven ability to communicate effectively with different user and technical teams.
• Must have the ability to handle ambiguity and adapt to a variety of tasks.
• Must have the ability to support and project the organization's core values of trust and respect, collaboration, and change and growth, as well as our leadership traits, which are reflected in employees who:
  1. Lead by example and expect the same of others;
  2. Recognize accomplishments;
  3. Collaborate with others to realize shared outcomes;
  4. Enable others to be their best;
  5. Look beyond today.

Skill Equivalency (if applicable)

• 2-Year Diploma (or 2-Year Specialized Post-Secondary Program) with minimum 7 years’ related and relevant experience or
• 4-Year Honours Degree with minimum 2 years’ related and relevant experience.