Principal AI Platform Engineer building GenAI infrastructure for PointClickCare, a healthcare technology company. Connecting AI systems to products and enabling AI - generated insights in agent workflows.
About the role
- Business Systems Analyst supporting Salesforce initiatives across Canadian Segment teams at Manulife. Analyze user stories, resolve issues, and ensure successful delivery of initiatives while enhancing service delivery.
Responsibilities
- Supporting the implementation of diverse initiatives as a part of a Salesforce agile squad
- Work in a customer-centric environment
- Analyzing, documenting user stories & acceptance criteria
- Investigating and resolving issues, performing business acceptance testing
- Recommend solution options and collaborate with business partners
- Identify and assess business impacts and risks
- Design and configure Salesforce Service Cloud solutions
- Support ad-hoc analysis to determine root cause of issues
Requirements
- 5+ years of experience in business analysis, business system analysis, technical analyst roles
- Experience working with Salesforce Service Cloud
- Design and configure Salesforce Service Cloud solutions, including data models, user interfaces, and automation
- Experience with a Contact Centre or Operations team
- Proficiency in MS Office Suite including Word, Excel (advanced), PowerPoint and Visio/Power BI
- Good understanding of project management practices
- Process modeling and analysis skills including information gathering, gap analysis, and root cause analysis
- Thorough knowledge and experience with testing including creation of test plan and execution
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans including pension and global share ownership plan with employer matching contributions
- financial education and counseling resources
- paid time off program including holidays, vacation, personal, and sick days
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