Business Analyst, Digital Services

TEAM: Digital Services 

POSITION: Business Analyst, Digital Services 

REPORTS TO: Manager, Digital Services 

FUNCTION: Responsible for ensuring all Porter customer and team member digital products are designed to meet passenger and stakeholder needs, encompass usability and design best practices while being compliant with all relevant regulatory bodies.

DUTIES AND RESPONSIBILITIES:

• Work to identify opportunities/solutions to enhance the customer digital experience
• Lead product definition and requirements gathering for the customer and team member digital products working with all relevant stakeholder groups.
• Work with designers and digital agencies to develop and test user interface concepts.
• Document business and UI/UX requirements for coding by agency and/or IT teams.
• Conduct user acceptance testing for web site and new functionality development.
• Work to identify, prioritize and potentially develop solutions to bugs/errors.
• Work with the Web Development Manager and key stakeholders to prioritize web releases.
• Coordinate the digital content delivery process, acting as a liaison between departmental end-users and the technology team.
• Conduct web site performance reporting and user analysis focusing on user web site and mobile activities.
• Provide guidance to the design team on their tasks and priorities and coaching and mentoring when required.
• Build ad-hoc and automated reporting to help monitor key metrics, trends, and performance to goals. Work to identify and share user insights on a continuous basis.
• Ensure design and usability and regulatory compliance (e.g. accessibility) for all digital products.
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

 BEHAVIOURAL COMPETENCIES:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high-quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
  

• University Degree or College Diploma required
• 2-3 years Business analyst experience is required, preferably in a digital role.
• Proven experience working with cross-functional teams to design customer and employee-facing digital solutions.
• Proven digital design, usability and industry best practice knowledge. Understanding of airline systems is an asset.
• Must be comfortable working in an unstructured environment with the ability to build organizational processes and implement change.
• Demonstrated knowledge of Internet technologies related to site tagging, user tracking and content delivery.
• Working knowledge of WCAG preferred.
• Ability to summarize data and insights into executive-level presentations.
• Demonstrated ability to take the lead and coordinate efforts of others to accomplish objectives.
  Good judgment; well-developed analytical and problem-solving skills paired with effective interpersonal, verbal and written communication skills.
  

• Billy Bishop Toronto City Airport - YTZ