Senior Business Systems Analyst

Position: Senior Business Systems Analyst Location: Toronto (4 days hybrid) Contract: Long Term What Will You Do? • Lead Requirements Management: Plan, elicit, analyze, and document business and system requirements (e.g., user stories, process flows, use cases, and acceptance criteria). • Bridge Business and Technology: Translate business needs into technical specifications, ensuring solutions align with organizational goals. • Agile Collaboration: Partner with Product Owners and Agile teams to prioritize features, refine backlogs, and support sprint planning. • Subject Matter Expertise: Develop deep knowledge of contact center systems, becoming a go-to resource for both business and technical landscapes. • Risk and Quality Management: Identify risks, dependencies, and mitigation strategies; review test plans and ensure deliverables meet quality standards. • Documentation & Knowledge Sharing: Maintain reusable system documentation and process repositories (e.g., data catalogs, business rules). • Stakeholder Engagement: Build rapport with cross-functional teams, third-party partners, and business units through clear communication and presentations. • Leverage AI for Process Optimization: Identify opportunities to apply AI/ML solutions to enhance contact center systems, improve efficiency, and streamline business processes (e.g., predictive analytics for customer interactions or automation of routine tasks). What Do You Need to Succeed? Must-Have: • 5+ years of experience as a Business Systems Analyst or Business Analyst. • Bachelor’s degree in computer science • Proven expertise in requirements planning, analysis, and documentation (e.g., user stories, process modeling, UI design, and acceptance criteria). • Experience with Agile and iterative/Waterfall methodologies in large-scale projects. • Strong technical and non-technical communication skills, with proficiency in tools like Jira, Confluence, Visio, Lucidchart, and Mural. • Ability to manage multiple priorities and deliver under tight deadlines. Nice-to-Have: • Familiarity with APIs and contact center advisor systems. • Hands-on data analysis experience.

Lead the elicitation and documentation of business and system requirements while bridging the gap between business needs and technical specifications. Collaborate with Agile teams to optimize contact center systems and leverage AI/ML solutions for process improvement.

Requires a Bachelor's degree in Computer Science and over 5 years of experience as a Business Systems Analyst. Proficiency in Agile methodologies and tools like Jira and Confluence is essential.

• Data analysisPreferred
• JiraPreferred
• UI designPreferred

Identified from the job description. Confirm important requirements above.

• Requirements Management
• Agile Methodology
• Technical Specification
• User Stories
• Process Modeling
• Jira
• Confluence
• Visio
• Lucidchart
• Mural
• AI/ML Implementation
• Stakeholder Engagement
• Risk Management
• UI Design
• Acceptance Criteria
• Data Analysis

• Technology
• Consulting
• Data & Analytics
• Software
• Finance & Accounting

Minimum education

Bachelor’s degree

Minimum experience

5+ years

Apply by

Sep 19, 2026

Posting language

English

Working hours

40 hours per week

Office presence

4 days per week

Seniority

Mid-Senior level

Application method

Direct apply is available