Data / Bi Analyst - Service Operations
Montréal, QC
Job Description

The Intelerad Technical Support centre is responsible for providing 24/7 support to our global customer base. Our clients are mission-critical healthcare organizations. Our customers count on us to help solve their most complex problems. Our commitment to ensure consistency and continuity in delivering critical care services has shaped our company’s culture from the very beginning. We have a proven track record of being there when our clients need us, and for being proactive.

Reporting to the Director of Technical Support, we are looking for someone with superior analytical skill, with a passion for data and interest in driving direct client satisfaction and operational success. You must be equally comfortable drawing business conclusions and preparing reports for key stakeholders as you are in performing mathematical and trend analysis. You play a key role in supporting our technical support teams via analysis and synthesis to identify opportunities for improvement in business operations and processes.

What You’ll Do:
Extract, manipulate, analyze and synthesize data from our service platforms and other sources.

Revisit existing key performance indicators, and develop additional ones to support our business objectives.

Perform trend and spot analyses covering all aspects of our operations (e.g. employees, teams, departments, regional, products, clients).

Work with the Support Management team to identify process issues and provide recommendations for business improvements.

Identify and implement metrics to measure the outcome of continuous improvement projects.

Provide analytical support input into staffing requirements and operations planning.

Present analyses and key performance metrics at operations review meetings.


Skills & competencies

Superior analytical, and complex problem solving skills.

Strong verbal and written communication skills.

A well organized, self-starter and attention to details


Minimum of 3 years as data/business/BI Analyst.

3 years in analysis in a client service operation environment

Programming and data manipulation experience

Highly proficient with a range of software tools, including MS Excel, and specialized analysis tools

Bachelor’s Degree in Information Systems, Statistics or equivalent experience in data analysis.

Additional Information

  • This position is now based in our Central Station office (Bonaventure metro station) and will be relocated at Place Dupuis (Berri-UQAM metro station) in January 2019.
Competitive salaries
Corporate bonus program
Employee recognition program
Employee referral program
Flexible hours
Comprehensive insurance plan
Training & skill upgrading
Social events
Dynamic culture