Job Description

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.  

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Role Summary (1 year term)

The primary role of the Senior Business System Analyst (BSA) is to support the Contact Centre team by designing and integrating call flows and IVR systems; mapping business requirements to new or existing capabilities; and developing and leading testing. Additionally, this role defines and documents business requirements for new processes and integrations, while performing other functions in support of the department as assigned.

Your typical week at Maximus

Improvement of processes through analysis, reviews, and reporting as well as through automation, competence building, knowledge sharing and other organizational changes
Business analysis including working with business users and/or subject matter experts to produce requirements such as, gap analysis, cost benefit analysis, business process design, business rules and other analysis work products
Leads the creation of effective use cases and defines all the key actors, and systems, to achieve the desired outcomes
Visually creates UML models using industry standards to visually capture the design of various systems such as call flows and IVR systems
Creates effective test plans, test cases, and test scenarios using both manual and automated testing methodologies
Leads discovery and modeling sessions with various stakeholders
Some hands-on work implementing call flows and IVR in SaaS platforms like Genesys Cloud or AWS Connect

What you offer us

Knowledge Skills and Abilities

Will be a problem solver who can also, plan, analyze, and resolve business challenges
Comfortable with peer and supervisory feedback
Comfortable organizing colleagues or members to achieve timelines
Possess a desire to learn and adopt new processes for continual improvement and to keep abreast of new technologies
Proficient knowledge of M365 and ability to operate standard office equipment
Familiar with SaaS and web-based products
Strong internal and external communication skills
Competency working within privacy and security of personal information
Keen attention to detail
Requirements Gathering
Business Process Modeling
Use Cases UML Modeling
Testing & Quality Assurance
Direct experience with Genesys Cloud and/or AWS Connect

Preferred Skills

Work Force Management Systems
Self Service IVRs
Call/Screen Recording applications
Overall understanding of Contact Centre systems and nomenclature
Experience with enterprise applications and systems
AGILE practitioner
Automation/Orchestration tools (Power Platform, AutomateAnywhere, etc.)

 Education and Experience

5+ years of experience working as a Business Analyst in a similar role
Diploma or a degree in Computing or Health Informatics, or an equivalent combination of education and experience

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

Competitive market-based salaries
Comprehensive employer-paid benefits 
Four weeks of paid vacation
Group Retirement Savings Plan
Hybrid and remote work environments in Canada
Workplace Telework allowance
Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range – $88,967.00 – $106,652.00 CDN

Maximus Global Core Values

Accountability – Accepting responsibility to solve problems and rise to each challenge
Collaboration – Partnering to instill trust and working as one
Compassion – Empowering humanity by applying empathy and insight to every interaction
Customer Focus – Cultivating an authentic desire to help others succeed
Innovation – Embracing change and championing new ways forward
Respect – Valuing the work we do, who we do it with, and the people we serve

Required languages: English

Education level: Diploma or Degree in Computing or Health Informatics

Required skills: 5+ years of experience working as a Business Analyst in a similar role

Closest intersection: Remote