Member Care Centre Business Analyst

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
The College of Family Physicians of Canada
  • Customer Service / Support
  • Program / Project Evaluation & Development
  • Program / Project Management
Full Time
  • Ontario - Mississauga
  • Ontario - Peel Region - Mississauga
Experienced (Non-manager)N/A2019-05-292019-06-28

The Member Care Centre (MCC) Business Analyst (BA) provides business and technical support for the College of Family Physicians of Canada (CFPC) Member Engagement and Management System (CMEMS) and MCC projects and initiatives. The MCC BA leads and manages a variety of projects in a highly collaborative, multifaceted, membership-oriented environment. This position requires a combination of business, application and database analyst, and portal management to provide expert administrative support, maintenance and enhancements for the many components and phases of the new CFPC iMIS database and bilingual member portal platform.

Main Responsibilities

•Provides iMIS database and portal advice, support and updates to the Director, Marketing and Membership Services (the Product Owner) and the Manager, Member Care Centre
• Manages the database, member portal, programs, operations and maintenance procedures to ensure iMIS platform is functioning appropriately and within security and privacy compliances
• Oversees the day-to-day integrity of data which include conducting periodic audits of membership data
• Works closely with the MCC team to raise, track and resolve issues identified as early as possible ensuring the database and portal are operating effectively and efficiently for CFPC members and staff
• Serves as the interface between business partners, technology and support teams to collaborate on various matters where both business requirements and technical environment may be impacted
• Business system expert that supports the user acceptance testing, data migration, data integrity and quality assurance during changes and/or implementation of new releases/integrations of programs for iMIS
• Identifies, researches, resolves, and recommends business systems process enhancements and implements as required
• Evaluates software for application business needs including assessing the risks
• Determines opportunities to automate processes and functions, including seeking out opportunities to save time, money and/or resources
• Clearly articulates and documents business and system requirements and processes including creation of training materials and manuals, delivering in-person, online training and Lunch and
Learns sessions
• Maintains a high-level knowledge of the College’s business activities and how all systems integrate with other platforms (i.e. other systems used in Finance, Exams, Self- Learning, Certificates of Added Competence, Continuing Professional Development, Research, Chapters, etc.)
• Expert Intelligent Query Architect (IQA)
• Develop required iMIS business reports including custom and complex membership reports and analytics (Board/senior management reports, data elements, demographics, trends, forecasting, member and financial counts, etc.)
• Responsible for producing College-wide IQA queries for email blasts and disseminating approved, time sensitive email blasts as scheduled (including provincial Chapter email communications); most eblast content provided in English and French
• Train CFPC staff and Chapters how to create and save various IQA reports within the iMIS platform including email IQA and distribution; including developing reference material
• Skilled in Portal Content Management
• Responsible for scheduling, updating, revising and uploading new approved bilingual content to various sections of the iMIS member portal (working closely with Marketing and Membership Services and Communications departments for approved content and design)
• Train CFPC staff and Chapters how to upload and edit content on the member portal; including developing reference material
• Provides professional and excellent member and client service
• Works in accordance with all CFPC policies, procedures and processes, and federal and provincial legislation
• Works in accordance with all health and safety requirements
• Other duties as assigned


• Bachelor’s degree in Computer Science, Engineering, Information Technology
• Post-secondary education in Statistics or Mathematics would be an asset
• Project Management Professional (PMP) designation would be an asset
• Microsoft Certifications:
o Solutions Expert or Associate
o Business Analysis for software applications
o SQL Server (Development/Programming)
o other relevant Windows certifications
• Seven years of relevant work experience including leading end-to-end CRM system implementation from initial discovery/requirements/proof of concept to solution logical design and delivery, testing, support, system
• Proficient with SQL Server Business Intelligence stack – Reporting Services (SSRS), Integration Services (SSIS), IQA queries and automating reports
• Experience liaising with IT (application developers, solution architects) to perform in-depth system troubleshooting and testing
• Excellent prioritization, organization, analytical and problem-solving skills
• Self-motivated, self-starter and proactive attitude with a proven ability to project a positive attitude
• Possess a sense of urgency, ability to prioritize and manage work according to critical project timelines in a fast-paced environment
• Excellent interpersonal skills
• Ability to work independently and as part of a collaborative team
• Strong verbal and written communication skills with ability to express ideas and opinions clearly and effectively in English; French is an asset

Working Conditions:
• Open concept office environment

Hours of Work:
• 8:00 a.m. – 4:00 p.m. or 8:30 a.m. – 4:30 p.m. or 9:00 a.m. – 5:00 p.m. Monday to Friday.

If you share our passion, and are committed to living our CFPC Values please submit a cover letter and your résumé referencing the posting# 2019-11 to: by 5pm on June 18, 2019.