Summary
Overview
Work History
Education
Skills
Certification
In Progress Certifications
Timeline
Generic

Aleya Kanji

Toronto,ON

Summary

Experienced Business Systems Analyst with 12 years of experience in commercial solutions and project delivery. Proven track record of analyzing business needs and requirements, leading projects to completion, and delivering successful business solutions.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Business Systems Analyst - Commercial Solutions

Canada Goose
11.2021 - Current
  • Gather requirements from multiple sources and distill those requirements into a single set of documented needs
  • Translate global and local business needs into application and operational requirements in the areas of Retail, eCommerce, Omni and Wholesale
  • Collaborate with business users to understand their challenges and solve those challenges by leveraging business systems and technology
  • Work closely with software developers, project managers, and systems testers to translate business requirements into successful technical deliveries
  • Identify business processes, roles within those processes, and develop workflow diagrams with multiple swim lanes using Microsoft Visio or other industry standard tools
  • Develop business requirements documents, requirements traceability documents, test cases and test scripts using Microsoft Office or other industry standard tools
  • Make recommendations about products and features that would support a positive, secure, and efficient customer experience
  • Partner with the product teams to monitor and evaluate processes and KPIs to improve customer experience and business outcome
  • Participate in reviews of architecture, design, and quality assurance work products to identify conflicts and ensure consistent implementation of business and functional requirements
  • Support the release of new products and services and provide Tier 3 production support as needed
  • Develop key project documents including business case, executive summary, cost/benefit analysis, business requirements, process/usage flow, specifications, solution matrices, and wireframes - using diagrams, flowcharts, Word documents, and other assets to effectively communicate concepts with team members and clients
  • Key Projects: Introduction of two Buy Now, Pay Later Methods on Ecommerce, Revamped Employee Purchase Plan Program, Successful launch of Re-commerce Site

Business Analyst - Project Delivery & Implementation

Eagle Eye Solutions
01.2021 - 11.2021
  • Responsible for the effective delivery of projects by understanding the client's requirements, systems, and processes
  • Responsible for the onboarding of partners to our platform, providing support for testing and ad hoc question throughout
  • Capturing client requirements, designing the solution, documenting and obtaining sign off
  • Supporting the Eagle Eye PM to ensure that projects are delivered on time and to budget
  • Writing and collating user stories and continuing to manage the user stories through to delivery, including testing
  • Supporting the client by raising and triaging issues with the QA team during the user acceptance testing process, developing positive and productive relationships internally with Project Delivery, Development and Technical Support, and externally with customers, external partners and service providers
  • These relationships extended colleagues and clients in Canada, Europe, India, USA and Australia
  • Providing support to the department during the onboarding of major new clients, product roadmap development, new product releases, service upgrades and changes driven by new and existing customer requirements, working closely with the stakeholder to ensure successful delivery
  • Key Project: Successful build and launch of a Centralized Adjudication feature that allows for real time points collection and basket adjudication

Senior Support Analyst - Operations

Eagle Eye Solutions
09.2017 - 01.2021
  • Supported business solutions software and analyzing business operations processes
  • Worked with the company's largest enterprise clients to identify issues, triage for root cause, and solve product defects for the Eagle Eye AIR platform
  • Helped maintain customer satisfaction and provide solutions within SLA's for 3 consecutive years
  • Provided reports on usage, and interactions within the Eagle Eye AIR Platform
  • Analyzed client's business requirements and processes through ticket reporting analysis, workflow analysis, and working with senior technical leads
  • Provided clients and internal teams with software product demos, and knowledge transfer sessions
  • Supported client on-boarding at the client's site by providing knowledge of the Eagle Eye platform
  • Developed documentation for other Support Analysts at Eagle Eye to help teams work smarter, better, and more efficiently
  • Key Achievements: Operations Support delivery of a nation-wide loyalty rewards solution for a leading Canadian retailer converting over 1 million users from a legacy interface to the Eagle Eye platform
  • Technical environments: JIRA, Confluence, Trello, Zendesk, Service Now, Aha, Salesforce CRM, New Relic Monitoring tools, JSON Editor, Postman, Google Cloud Platform, Filezilla

Product Support Specialist

PGi Premier Global Conferencing
06.2015 - 08.2017
  • Provided solutions on user capabilities of products and services through live, virtual demos, telephone conferencing, and documentation
  • Troubleshoot and triage technical issues related to PGi products and services such as GlobalMeet and iMeet
  • Provisioning needs of the end user and educating clients on product and service offerings
  • Adhered to clients SLA's and time sensitive reports
  • Managed the ongoing retention of existing customers by continuously seeking feedback on product and service quality and relaying product suggestions to the development teams
  • Developed and maintained training documentation for other Support Analysts
  • Facilitated loyalty-building strategies through the 'Dedicated Event Manager program' - offering 1 on 1 support, weekly follow-ups, and template generation for scheduling and more
  • Worked closely with senior technical leads, system engineers, and networking teams to identify and resolve product issues
  • Key Achievements: Received yearly award for 2017 Loyal dedication and commitment
  • Outstanding contribution, working towards company's goals, and making the organization stand above the rest
  • Maintained 100% customer satisfaction while providing solutions within SLA's for 2 years

Consumers Affairs Specialist

Nike Canada
10.2013 - 02.2015
  • Work directly with customers to satisfy concerns or problems a consumer has with has with a product or service
  • Investigated, evaluated, and settled claims, applying technical knowledge and human relations skills to affect fair and prompt disposal of cases
  • Use expert communication skills and problem-solving skills to ensure best possible consumer experience
  • Resolve complex, severe exposure claims, using high service-oriented file handling
  • Maintain accurate documentation of transactions and identify frequent requests and recurring complaints
  • Develop on-going business relationships with consumers of Nike FuelBrand and GPS Sports watch
  • File warranty and exchange claims for defective merchandise
  • Work with the R&D teams to determine release dates for new products
  • Help with merchandising during road shows for seasonal releases

Procurement Analyst

Tropical Treets
04.2010 - 08.2012
  • Championed sustainability efforts within the organization''s supply chain by promoting environmentally friendly sourcing practices.
  • Managed procurement requests and acted as point-person for customers on logistics, hardware and software needs.
  • Spearheaded vendor risk assessment activities, mitigating potential disruptions within the supply chain network.
  • Resolved daily issues by handling invoice discrepancies, replacements for rejected materials and missed and late deliveries.

Education

Bachelor of Business Administration -

Wilfrid Laurier University
Waterloo, Ontario
01.2013

Project Management Professional (PMP)

Project Management Institute
In Progress

ITIL Foundations

Pink Elephant

Introduction To Agile Development And Scrum

IBM
02.2024

Skills

  • Waterfall and Agile Project Documentation
  • Technology Implementation
  • Business process modeling
  • Requirements Gathering
  • Cross-Functional Collaboration
  • User Story Generation and Management

Certification

  • ITIL Foundations
  • Certified Scrummaster

In Progress Certifications

Project Management Professional (PMP)

Timeline

Business Systems Analyst - Commercial Solutions

Canada Goose
11.2021 - Current

Business Analyst - Project Delivery & Implementation

Eagle Eye Solutions
01.2021 - 11.2021

Senior Support Analyst - Operations

Eagle Eye Solutions
09.2017 - 01.2021

Product Support Specialist

PGi Premier Global Conferencing
06.2015 - 08.2017

Consumers Affairs Specialist

Nike Canada
10.2013 - 02.2015

Procurement Analyst

Tropical Treets
04.2010 - 08.2012

Bachelor of Business Administration -

Wilfrid Laurier University

Project Management Professional (PMP)

Project Management Institute

ITIL Foundations

Pink Elephant

Introduction To Agile Development And Scrum

IBM

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Aleya Kanji