Business Analyst - Operations at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, Supply ChainIndustries

Requirements

Certification in Business Analysis, Project Management or equivalent work experience
Bachelor degree from an accredited university in supply chain management and logistics, Business Technology Management or related discipline or equivalent work experience
Strong leadership, influencing and negotiation skills and ability to make decisions independently
Motivated to learn and has excellent problem-solving skills
Comfortable with ambiguity and is able to make decisions despite them. Strong ability to set priorities
Natural analytical mindset and strong in system thinking
Solid knowledge of the business analysis toolbox
Exceptional ability to communicate verbally and in writing and strong workshop facilitation skills
Strong business analysis competencies
Excellent communication skills
Strong project and time management skills
Solid supply chain and logistics background, including strong knowledge of TMS, WMS, last mile and middle mile logistics, sorting and automation, mobile and web applications, and deep understanding of hubs and distribution centres

Responsibilities

Understand and be responsible for the creation of systems and processes that support Intelcom’s first mile and middle mile business as well as sorting and automation, optimization and BI reporting processes
Lead the selection and design of products used to improve Intelcom’s last mile, middle mile, sorting and automation, optimization and BI processes and help identify problems that can benefit from technological solutions
Identify, define and master the "as-is" of a system or process to obtain and maintain strong solution knowledge
Using logistics industry standards, identify opportunities, gaps and improvements in the “as-is” process
Document the requirements and communicate them efficiently to the Product Owners building the solutions
Identify business requirements and create business requirement documents (BRD) or business case for OPS projects
Complete a project RACI matrix to identify project roles implicated in each project
Participate in the creation of and validation of the Project Charter and RACI
Ensure stakeholder (Operations teams) requirements are defined, modeled and validated
Participate in the scrum ceremonies as a business owner with IT and Product owners
Validate and obtain sign off on the solution design with SMEs from OPS
Exercise authority to sign off on solution design (as the main OPS business owner)
Identify, prioritise and mitigate impeding project risk
Complete Project task definition (for tasks required of the Operations teams) and create a Project plan for managing these tasks
Participate in end-to-end UAT sessions as an OPS SME
Validate new processes by testing them prior to deployment
Participate in defining the transition and help with sustaining the change
Train-the-trainer to ensure project succession
Help create SOPs and training content and participate in initial trainings
Define the rollout plan for operations projects, including selecting stations, communicating change, planning deployment at station, resolving tech and non-tech issues that come up
Offer first line of support during project rollout to obtain feedback and define pilot/project next steps

Skills

Business Analysis

TMS

WMS

Last Mile Logistics

Middle Mile Logistics

Sorting

Automation

BI Reporting

BRD

Project Management

Supply Chain

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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