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Business Analyst/Product Support

Verisk · Markham, ON, Canada
// classified as
Other (Adjacent or hard to classify.)
posted
1d ago
location
Markham, ON, Canada
languages
sql
tools
—
> stack
sql
> description

Turn real user challenges into smarter product solutions. As a Business Analyst & Product Support Specialist on the Verisk Canada product team, you will combine analytical thinking, technical curiosity, and a customer-first mindset to help users succeed while shaping the continued evolution of our products.

In this high-impact hybrid role, you will serve as a trusted connection among end users, clients, business stakeholders, and engineering teams. You will troubleshoot complex product and data issues, translate business needs into clear technical requirements, and use insights from support interactions to influence enhancements and roadmap priorities. This is an ideal opportunity for someone who enjoys solving problems, building strong relationships, working across technical and non-technical teams, and turning customer feedback into meaningful product improvements.

Business Analysis & Requirements Gathering (50-70%)

  • Develop and document requirements and use cases for all changes to assigned products including associated test cases, matrices and approaches

  • Work with other departments to identify business needs and implement change while ensuring that business requirements for successful implementation of initiatives are accurately and thoroughly understood and defined

  • Create technical requirements documentation and aid in the design of solutions with developers

  • Liaise with internal and external stakeholders as an integral part of performing their responsibilities

  • Facilitate and participate in technical discussions with developer resources and data analysts

  • Understand the benefits and features of assigned product/service lines

  • Manipulate and work with large, complex data files

  • Support, and where required, create and update front line user documentation, FAQ’s, manual’s and technical documentation

  • Understand the benefits and features of an iterative approach to software development (Agile) 

  • Work with stakeholders on strategic research and development of identified product lines

  • Provide summary reporting to management on their ongoing work, analysis and projects

  • Support other company projects as required

  • Participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, daily standups, and retrospectives).

  • Assist in User Acceptance Testing (UAT) to validate that new features and bug fixes meet specified business requirements.

Product Support & Technical Troubleshooting (30-40%)

  • Act as a tier 2/3 escalation point for complex technical, functional, and workflow issues reported by users.
  • Investigate, reproduce, and diagnose product bugs, data discrepancies, and system errors.
  • Manage support tickets through resolution, maintaining clear and timely communication with users.
  • Maintain and update internal knowledge bases, user documentation, and FAQ guides.
  • Provide internal onboarding, training and walk-throughs for new feature rollouts.
  • Analyze support ticket trends, user feedback, and usage metrics to identify pain points and areas for product improvement.
  • 2+ years of experience in technical product support, application support, or a business analyst role within a SaaS or software environment.
  • Insurance or financial services experience is a bonus
  • Customer first attitude
  • Proven experience writing user stories, acceptance criteria, and process flow diagrams.
  • Proficiency in business analysis requirements, technical analysis and design requirements
  • Strong understanding of the software development lifecycle (SDLC), specifically requirements documentation and testing practices. CBAP preferred.
  • Strong understanding of Service Oriented Architecture (SOA)
  • Strong understanding of data interchange formats (XML, JSON, etc)
  • Proficient in database queries for a variety of databases (SQL, Mongo, Postgres, etc)
  • Comfort with Jira and Confluence for ticketing and documentation
  • Ability to assist with web service implementations, enhancements and customer support for clients
  • Ability to build and maintain good relationships with internal and external stakeholders.
  • Written and oral fluency in English.
  • Detail, analytical and process oriented.
  • Ability to prioritize and complete tasks with strong attention to detail and accuracy
  • Strong analytical problem-solving ability with a keen eye for detail.
  • Exceptional written and verbal communication skills; ability to explain complex technical concepts to non-technical users.
  • Empathy for user experience combined with a structured, data-driven mindset.

 

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