Location Eastern Townships (Sherbrooke area) or Greater Montréal Work Model Hybrid (flexible on‑site presence depending on location) About the Role The Operational Efficiency team is dedicated to driving continuous improvement across Sherweb by optimizing processes, enhancing collaboration, and enabling data-driven decision-making. You will play a key role in identifying opportunities for operational and performance improvements across departments. To succeed in this role, you will need to understand the priorities and challenges of each team, analyze workflows and systems, identify root causes, and facilitate cross-functional collaboration. You'll need to balance attention to detail with a strategic, big-picture mindset. Key Responsibilities Collaborate with business leaders and subject matter experts to extract business needs, elicit requirements, and define solution paths. Document and validate business and functional requirements. Facilitate workshops and stakeholder meetings to align on goals and priorities based on business value and technical feasibility. Develop and refine workflows, processes, and performance metrics. Analyze data and feedback from multiple sources to identify root causes and improvement opportunities. Communicate proactively with internal and external stakeholders. Evaluate solutions, develop implementation plans, and support the coordination of deployments with vendors, clients, internal teams (sales, customer service, marketing, etc.) when needed. Act as a liaison between business units, project teams and between technical and non-technical stakeholders, ensuring alignment and shared understanding. Ensure solutions align with business requirements and deliver measurable value. Requirements & Experience Analytical and problem-solving mindset with attention to detail Excellent skills in requirements gathering, documentation, and process modeling Excellent spoken and written communication skills in English. Proficiency in French is an asset. Strong interpersonal and facilitation skills. Bachelor's degree in Computer Science, Business Administration, or a related field. Experience working with enterprise customer engagement and service platforms, such as CRM and ticketing/case-management systems Minimum 5 years of experience in business analysis. Knowledge of waterfall and agile methodologies. Experience in change management is an asset. Business analysis certifications (CBAP and/or PMI-PBA) are an asset. Benefits Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day. A friendly and diverse work culture with inclusion and equality at the heart of our action State-of-the art technology and tools A results-oriented culture where talent, action, and thinking outside the box are given due recognition Annual salary review based on performance Generous and caring colleagues of various professional and cultural backgrounds A flexible total compensation offer A base salary ranging between $81,000 and $116,000 annually Vacation time that considers your previous experience Advanced paid hours to recharge your batteries (holidays and mobile days) Flexible benefits plan that adapts to your needs Flexible savings fund option A monthly home internet allowance Considerable growth opportunities A career path with opportunities to learn and grow Proximity to your direct manager and open, honest communication to support your development Multiple initial and on‑the-job training opportunities and tools to track your progress and help you scale up in your career Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times. “Sherweblife” – a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year. #J-18808-Ljbffr