Senior Solutions Analyst

Accountabilities: As a Senior Solutions Analyst, you will support the design, delivery, and continuous improvement of enterprise service solutions, ensuring platforms meet business requirements while maintaining quality, compliance, and operational excellence. Support the design and implementation of global solutions across case management, telephony, CRM, and related service-enabling technologies. Translate business requirements into functional designs, system configurations, and actionable technical solutions. Collaborate with stakeholders to understand business needs and deliver effective technology improvements. Partner with third-party suppliers within an agile framework, supporting requirements gathering, prioritization, documentation, and delivery. Represent internal business needs during vendor engagements and ensure successful solution outcomes. Participate in agile ceremonies, including creating user stories, test cases, functional documentation, and release communications. Support knowledge sharing initiatives, training sessions, and adoption activities across teams. Analyze operational data to identify trends, gaps, and opportunities for improvement. Manage production incidents, support ticket analysis, and problem resolution while ensuring service level commitments are maintained. Coordinate with business teams to diagnose technical issues and provide timely updates and resolutions. Maintain service catalogs, configuration documentation, and solution records. Capture, test, and monitor system configuration requirements while ensuring compliance with technology standards and procedures. Support platform testing, release activities, system patches, and SaaS updates to minimize operational impact. Identify process and technology improvements that enhance efficiency, user experience, and service quality. Develop recommendations, present solutions to stakeholders, and support continuous improvement initiatives. Requirements: The ideal candidate is an experienced solutions professional with strong analytical skills, technical understanding, and the ability to collaborate across business and technology teams. Bachelor’s degree in Economics, Business, Finance, Accounting, Technology, or a related field. Professional qualification in a relevant discipline or equivalent practical experience. 4–5 years of experience in data quality, solution analysis, system support, or related technology roles. Demonstrated experience working with Salesforce or other SaaS CRM platforms. Experience translating business requirements into functional designs and technical solutions. Strong understanding of customer management, service delivery, and stakeholder collaboration. Experience working in shared service centers, multinational organizations, or complex global environments is preferred. Familiarity with Agile and Waterfall methodologies and experience participating in technology delivery projects. Strong analytical thinking and attention to detail, with the ability to investigate issues and identify improvements. Excellent communication skills with the ability to engage and influence business stakeholders. Ability to prioritize tasks, work independently, and provide timely resolution to complex challenges. Strong teamwork and cross-functional collaboration skills. Advanced Microsoft Office skills, particularly Excel and reporting capabilities. Experience with content management systems is an asset. Experience with telephony solutions is desirable. Exposure to global teams, digital collaboration tools, and communication platforms is an advantage. Benefits: Competitive compensation package. Hybrid work model combining office and remote flexibility. Opportunity to work on global technology solutions with international teams. Professional growth opportunities through challenging projects and continuous learning. Collaborative workplace culture focused on innovation, inclusion, and knowledge sharing. Exposure to enterprise-scale platforms, digital transformation initiatives, and agile delivery practices. Supportive environment that encourages career development and employee wellbeing. Opportunity to contribute to meaningful technology improvements that impact global operations.