Business Analyst (CRM)

ABOUT US Infoya is a global IT solutions provider specializing in transforming complex challenges into streamlined, AI-powered outcomes. Through proprietary technology accelerators and full-scale enterprise services, Infoya automates workflows, enhances operational efficiency, and drives digital transformation across industries. With a presence in Canada, the US, India, and Costa Rica, we blend technical depth with creative problem-solving to deliver measurable impact. JOB DESCRIPTION: We are looking for a mid-to-senior-level Business Analyst who brings a strong blend of business acumen, analytical thinking, and stakeholder management expertise. The ideal candidate can quickly understand business processes, facilitate discussions with stakeholders at all levels, translate needs into actionable requirements, and contribute meaningfully to a variety of projects ranging from CRM initiatives and technology implementations to operational improvements and enterprise transformation programs. Office Location: Toronto Employment Type: Permanent Role Type: New position – Current requirement Work Arrangement: Hybrid Position Responsibilities: Partner with business stakeholders to elicit, analyze, document, and validate business and functional requirements. Conduct stakeholder interviews, discovery sessions, and workshops to understand business needs, pain points, workflows, and priorities. Translate business requirements into clear and structured business requirements, functional requirements, user stories, use cases, process flows, and acceptance criteria, as appropriate. Analyze current-state and future-state processes, identify gaps and improvement opportunities, and recommend practical solutions. Act as a key liaison between business stakeholders, technology teams, architects, developers, and other project participants to ensure common understanding of requirements. Maintain requirements documentation and ensure traceability from business needs through solution delivery. Support solution evaluation and validation to ensure proposed solutions align with business requirements and expected outcomes. Participate in project meetings, solution discussions, demonstrations, and reviews, providing a strong business perspective. Identify and communicate business impacts, dependencies, risks, gaps, and issues to relevant stakeholders. Prepare clear project documentation, analysis, status updates, and weekly stakeholder reporting. Support business teams during solution validation, implementation, rollout, and adoption activities as required. Support the current CRM platform evaluation and RFP initiative by gathering and consolidating business requirements. Interview business users to understand how existing systems are used and identify must-have and desired capabilities for the future CRM platform. Participate in vendor presentations and solution demonstrations to assess alignment with documented business requirements. Support evaluation of CRM solutions by documenting strengths, gaps, pros/cons, and overall business fit. REQUIRED QUALIFICATIONS: Bachelor’s degree in Computer Science, Information Systems, Finance, or related field. 6+ years of experience as a Business Analyst supporting business and technology initiatives. Strong expertise in requirements elicitation, analysis, documentation, and validation. Experience conducting vendor interviews, workshops, and discovery sessions. Strong understanding of business process analysis, process mapping, gap analysis, and current/future-state assessment. Strong stakeholder management skills & ability to translate complex business needs into clear, actionable requirements for technology teams. Experience creating structured BA documentation such as requirements, user stories, use cases, process flows, and acceptance criteria. Strong analytical and problem-solving capabilities with the ability to evaluate options and communicate recommendations. Experience using Jira, Azure DevOps, Confluence, Visio/Lucidchart, Microsoft Office Suite, reporting tools (Power BI/Tableau), and CRM platforms such as Salesforce. Good understanding of CRM platforms and business capabilities, with Salesforce experience or knowledge preferred. Sufficient technical understanding to participate in conversations around enterprise applications, system integrations, and APIs. Excellent verbal and written communication, documentation, facilitation, and presentation skills. Ability to work independently and effectively within a small, collaborative team. Preferred Qualifications: Exposure to vendor evaluation or RFP processes. Experience supporting projects from requirements/discovery through implementation and rollout. Benefits Salary Range: $80,000 to $90,000 CAD/ year The final compensation offered will depend on local market conditions and geographic location, as well as job-related factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team. Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, aboriginal status, or any other legally protected factors.

The Business Analyst will partner with stakeholders to elicit and document functional requirements and translate them into actionable user stories and process flows. They will also support CRM platform evaluation, RFP initiatives, and act as a liaison between business users and technology teams.

Candidates must have a bachelor's degree and over 6 years of experience as a Business Analyst with strong expertise in requirements documentation and stakeholder management. Proficiency in tools like Jira, Azure DevOps, and CRM platforms such as Salesforce is required.

• Power BIPreferred
• JiraPreferred

Identified from the job description. Confirm important requirements above.

• Requirements Elicitation
• Business Process Analysis
• Stakeholder Management
• Gap Analysis
• User Stories
• Use Cases
• Process Mapping
• CRM Implementation
• Vendor Evaluation
• Jira
• Azure DevOps
• Confluence
• Visio
• Lucidchart
• Power BI
• Salesforce

• Consulting
• Technology
• Data & Analytics
• Software
• Management & Leadership

Minimum education

Bachelor’s degree

Minimum experience

6+ years

Apply by

Feb 19, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level