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Bilingual Business Support Analyst

BILINGUAL BUSINESS SUPPORT ANALYST: Challenging, Impactful, Rewarding 

WHO WE ARE: Paradigm is an innovative, flexible, leading-edge Business Process Outsourcing (BPO) company. As Canada’s leading mortgage outsourcing company, Paradigm’s mandate is to enable new and existing lenders with a cost effective mortgage operation solution that can quickly respond to market conditions, lead the market in innovation and ultimately provide mortgage consumers with great choice, vastly improving their mortgage experience.


PARADIGM CULTURE: Paradigm is committed to open and honest communication with our staff.  We believe by being transparent, truthful and sincere, we can serve each other and our clients with integrity. Our culture can be summed up in one word: family.  We work hard at creating an exceptional professional family here at Paradigm and do not take it for granted.  Every initiative, new hire, company event and daily activities are focused on maintaining and fostering our Paradigm family because we know that our employees are undoubtedly the key to our success.


THE OPPORTUNITY: As a member of our IT team, you will perform a variety of functions bridging business and technology in support of the Paradigm operational environment.  A key responsibility will be to act as a liaison between IT and the Business & Operations teams during all stages of the software development lifecycle for development and/or maintenance projects. They must understand and analyze the high level business requirements and be able to translate them into detailed system changes and document the changes in various artifacts required for IT development. 

Role Specific Accountabilities include, but are not limited to the following: 

  • Fluent in communicating in both English & French
  • First Level (L1) Triage / Support
  • Production Ticket Management & Communication with Business Partners
  • Software Profile / Security updates
  • Interest Rate Changes / Modifications
  • Product Uploads to Software
  • Regular Maintenance / Updates to Securitization System
  • Central IT Communication point for all System & Software notificaitons
  • Central Communication point with all 3rd Party vendors
  • First Level Brand / Investor Support
  • Second Level QA Support
  • Preparing and delivering presentations to business partners.
  • Recommending business solutions that satisfy sponsor/stakeholder needs, continually exploring and assessing options for value-add for clients.
  • Reviewing and providing feedback on user documentation for assigned projects to ensure thoroughness and accuracy.


Educational /Technical Experience:

  • A university degree/college diploma in computer science and/or Business, or equivalent education and experience
  • 2+ Canadian Banking experience or other Financial Services experience
  • Proficiency with MS Office Suite a plus
  • Mortgage experience is a definite asset


Personal Requirements:

  • Effectively communicates and builds rapport with team members, stakeholders and business partners using a variety of techniques and collaboration from project initiation to close.
  • Strong analytical and problem-solving capabilities
  • Initiative and organizational skills
  • Able to adapt and quickly develop in-depth technical understanding of new/different applications
  • Should be a team player willing to work on a variety of technical initiatives
  • Should have the ability to work independently and identify priorities for completion of multiple tasks / projects under pressure.
  • Ability to prioritize and follow-up on work
  • Sense of humour
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