Business Operations Analyst I (Hybrid)

Summary / Objective
The Business Operations Analyst I will support internal teams and manage cross-functional relationships, while providing advanced technical support and maintaining service standards. This entry-level role is ideal for someone who is quick to learn, comfortable with technology, highly attentive to detail, and eager to grow by learning something new each day. The right individual is organized, service-oriented, and brings a strong sense of responsibility and work ethic to their team.
This role reports to the Senior Manager, Business Operations.
What You'll Do

• Provide internal business support and manage relationships between Account Management, Business Development, Product and Engineering departments throughout the business
• Assist with writing customer facing documentation and release notes
• Maintain SLA's and provide Tier-2/3 technical support for a B2B global support department
• Conceptualize new processes and drive improvements to existing procedures
• Troubleshoot product, billing and technical queries for a worldwide business to business support department
• Test and evaluate new technology and services as part of a regular development & release schedule
• Reproduce and report system issues while using critical thinking to assess impacts and prioritize tasks
• Other duties as assigned

Who You Are / What You Bring

• BA/BS degree in Engineering or Computer Science or equivalent experience
• 1+ years of business, support or operations experience
• Proven experience in a data-driven environment, effectively manipulating and interpreting big data for crucial decision-making
• Demonstrated capability to collaborate effectively across teams and at all organizational levels
• Excellent communication skills with an ability to prioritize both technical and business orientated requests
• Highly detail oriented and takes an analytical approach to all responsibilities with an emphasis on service level for stakeholders
• Proficient in troubleshooting techniques with an ability to transform technical knowledge into user friendly business information for technical & non technical staff
• Demonstrates strong interpersonal skills with effective listening and questioning ethos
• Experience with Report writing or documentation experience is a plus.
• Ability to work across time zones as part of a global organization as needed
• Ability to travel as needed
• Reliable transportation to the workplace

Preferred Skills & Characteristics

• Proficiency in Windows with strong MS Office/Google Drive understanding/skills
• Basic knowledge of SQL and familiarity with XML or similar programming languages
• Familiar with at least one CRM: Hubspot, Salesforce, Zendesk etc.
• Passionate about the internet
• Excellent verbal and written English, with experience in report writing or documentation
• Ability to conceptualize, execute, and communicate under pressure in a fast-paced working environment

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer

Salary Range
The base salary range for this full-time position is CAD $51,000 - $63,000 (flexibility based on experience) plus additional benefits. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.
Note: Benefits programs are subject to eligibility requirements and may vary in certain locations.
A few things to know about us
Identity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.
Background Check Statement
At the time of an offer, you will be required to complete a background check. Any offer is contingent upon a satisfactory background check.
Sponsorship Statement
Please note that work sponsorship for this position may not be available now or in the future. While we strive to support our candidates, not all roles will qualify. Eligibility will be reviewed on a case-by-case basis.
Accommodation Statement
We are committed to the full inclusion of all qualified individuals. As part of this commitment, Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at [email protected].