Business Analyst
Trans Canada Flow Tolling Inc - Coquitlam, BC

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Trans Canada Flow Tolling Inc. (TC Flow) was founded in 2012 in British Columbia, Canada as a joint venture between international companies Sanef and Egis Projects. TC Flow provides the toll collection and customer service for the Port Mann / Highway 1 Improvement Project on behalf of Transportation Investment Corporation. Our focus is customer service and assuring the satisfaction of all Port Mann Bridge users and our client by providing world-class service.

The Systems and Data Analyst is responsible for the following:

Perform data analyses and generate reports to enable the business to identify key drivers and opportunities for improvement

Facilitate and coordinate activities related to system and data analysis

Utilize knowledge and techniques to identify business needs and determine solutions to business problems

Provide system-level support of multi-user operating systems, including development, installation, configuration, maintenance and support of these systems.

Specific Duties and Responsibilities:

Develop and maintain reports for all levels of management in all areas including Operations, Quality and Finance

Investigate, document, and resolve report problems for future reference, including user access and component configuration

Develop tools to allow for insightful business analysis, customer analysis, and operational forecasting

Utilize historical data to coordinate and schedule all TC Flow Operations work activities to meet or exceed KPIs based on a 7-day per week, multi-lingual multi-site operation

Use available tools/software(s) (e.g. UCCX, workforce scheduling tool) to staff appropriately for all channels

Provide recommendations on adjusting staffing levels based on future business needs

Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area

Monitor the electronic toll collection system including roadside, field subsystem, and back-office equipment.

Ensures compliance with toll system agreement contract

Prepare detailed flow charts and diagrams outlining systems capabilities and processes

Develop and provide assistance in formulating new policies and procedures; recommend changes to existing policies and procedures as required to improve operation in efficient achievement of performance indicator or to support changing business requirement

Design and write technical specifications for process changes, and be liaison with developers during design, test and implementation phases

Develop and maintain the company’s intranet to provide management communication, administrative resources, and educational tool for increasing knowledge

Serve as the Webmaster for the Intranet and acts as the company advocate to embody the company values.

Implement and maintain the company helpdesk application for tracking operational, system, policies, and non-compliance issues

Install, configure, and maintain the email server, and create and maintain user logins

Support the administration servers ensuring the appropriate software and hardware including licenses is adequate and users have the suitable accesses

Manage user access through Active Directory and Group Policy, working with 3rd party contractors when required

Install, configure, and upgrade desktop hardware, software and peripherals

Provide system support for all Toll and 3rd party applications

Manage network, network security and PCI compliance, working with 3rd party contractors when required.

Get reports from UCCX, IVR, Toll CRM, WFM and all other related servers and applications.

Manage the IT contracts for preventative maintenance, reconfiguration due to changing business need and minor, major and emergency repairs to include

Participate in the development of training materials and assist in conducting on-the-job training, computer orientation to staff members, and system level user support


Proven experience with SQL
VBA knowledge appreciated
Html knowledge appreciated
Advanced knowledge of Excel
Previous experience in call center Business Intelligence appreciated
ETL, SQL Report Builder, Java Script, SQL Informix appreciated
Knowledge of UCCX/Cisco phone systems/WFM scheduling tools a definite asset
Previous experience in a dynamic, fast-changing call centre environment required
Proven analytical skills and ability to communicate with various management levels
Knowledge of various Call Center Reporting Systems would be a plus
Must be able to communicate clearly and effectively with all levels within the organization