Business Analyst

Case IQ is a leading B2B SaaS company in the governance, risk, and compliance (GRC) space, helping organizations build safer, more accountable workplaces. We offer a comprehensive suite of solutions that enable organizations to move from reactive approaches to proactive risk management. Our software helps teams across compliance, HR, legal, and investigations report, manage, investigate, and prevent workplace risk - including ethics violations, fraud, harassment, discrimination, security incidents, and third-party issues - so they can better protect their people, culture, and business.

Backed by over 25 years of domain expertise and trusted by Fortune 500 companies, Case IQ has supported the management of millions of cases and helped mitigate billions in financial and reputational risk.

Role Summary

You will be responsible for managing change requests from assignment to successful delivery while ensuring customer satisfaction. You are front-line with the customer and are expected to coordinate and lead all aspects of the delivery. This is a hands-on role where the ability to understand subtleties of customer and employee needs along with detailed knowledge of the software delivery cycle are essential to succeed. This role continuously develops customer relationships that promote retention and loyalty.

AI-Forward Ways of Working

At Case IQ, AI is part of how we work. We value people who are curious, adaptable, and open to using AI responsibly to improve efficiency, quality, and decision-making. Across all roles, we look for strong human judgment, problem-solving, collaboration, and the ability to thoughtfully apply AI tools while reviewing outputs for accuracy, context, and business impact.

What You’ll Do

• Working with customers, partners and team members through requirements analysis, design, development, deployment and operation phases
• Documentation of project plans, requirements and acceptance criteria, write user stories, prepare test plans
• Direct engagement of the customer communication throughout the CR lifecycle: initiating and running meetings, managing timelines, providing updates, and demos
• Primary point of contact for the customer through the Change Request lifecycle
• Controlling scope and identifying where other support paths are appropriate for the customer
• Coordinating and communicating with development resources to prioritize stories, manage development timelines and deployment
• Ensuring that project costs are tracked accurately through proper time reporting practices
• Managing project close-out process (billing, lessons learned, etc.)
• Manage multiple change requests simultaneously, setting priorities appropriately
• Fostering teamwork and building a positive and professional work environment
• Mentoring team members, offering encouragement, advice and feedback as required
• Help to implement a feedback mechanism to gather regular feedback from customers and analyze customer data to identify software improvements that result in Change Requests
• Focused on educating our customers on the flexibility and potential of our software to help encourage continued usage of our product
• Works closely with the Development Team Lead and Director of Customer Care to manage and schedule Team Resourcing
• Keeping the leadership informed on project status, challenges and new opportunities
• Building customer confidence to attain reference-able customers
• Working with and supporting other teams in any capacity to further Case IQ’s interests. This includes other Delivery Teams, Infrastructure, Sales and Marketing, Support and Platform.
  

What Success Looks Like

• 30 Days: Learn the Case IQ platform, customer use cases, CR delivery process, internal tools, documentation standards, and project workflows. Shadow meetings and build relationships across Development, Support, Customer Success, and other key teams.
• 60 Days: Begin managing lower-complexity CRs with guidance. Lead customer meetings, gather requirements, write user stories, prepare acceptance criteria/test plans, communicate status, manage expectations, and escalate risks or scope changes.
• 90 Days: Independently manage multiple CRs from intake through deployment and close-out. Coordinate with Development, manage timelines, communicate clearly with customers, and balance scope, timelines, resources, and customer needs.
• 6 Months: Manage a full CR portfolio while maintaining quality and customer satisfaction. Act as a trusted advisor, improve internal processes/documentation, mentor newer team members, and collaborate cross-functionally to drive customer outcomes.
• 1 Year: Lead complex customer engagements as a trusted Business Analyst and project leader. Drive improvements to CR processes and documentation, mentor and onboard new BAs, and identify product or process improvements through customer feedback and cross-functional insights.

Who You Are

• Passionate about building strong customer relationships and delivering exceptional customer experiences.
  
• Skilled Business Analyst with the ability to uncover business needs and translate requirements into effective software solutions.
• Organized project manager who can balance multiple priorities, manage competing deadlines, and deliver high-quality outcomes.
• Strong communicator who confidently engages stakeholders at all levels and adapts messaging to the audience.
• Collaborative partner who works cross-functionally to drive successful customer and business outcomes.
• Proactive, customer-focused problem solver who takes ownership, identifies risks early, and adapts to changing priorities.
• Technically curious with the ability to quickly learn new technologies and understand complex business challenges.
• Emotionally intelligent and professional, able to navigate difficult conversations while building trust and maintaining positive relationships.
• Process-minded and continuously seeking opportunities to improve project delivery, documentation, and operational efficiency.
• Self-motivated team player who leads through influence and helps customers maximize the value of the Case IQ platform through strategic guidance and solution design.

Perks and Benefits

• Work remotely within a flexible work environment (We have employees spanning 7 countries!)
• Competitive company-paid benefits plan starting day 1!
• Generous professional development budget
• RRSP/ 401k matching program
• Half-day Fridays in the summer

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected].