This role is hybrid and requires you to be at our downtown client office (250 Yonge Street, Toronto) at a minimum 5 days per month - subject to change at any time.

The Business Systems Analyst (BSA) serves as a bridge between business teams and technical teams, helping identify business needs and translating them into actionable system and process requirements. The BSA supports the design, implementation, and optimization of business systems, ensuring alignment between IT capabilities and business objectives. This role is key to improving operational efficiency, enabling data-driven decisions, and driving system innovation.

Your future duties and responsibilities

. Collaborate with business stakeholders to understand goals, challenges, and processes.
. Elicit, analyze, and document business requirements and workflows.
. Translate business requirements into functional specifications for IT or development teams.
. Assist in the design and testing of new solutions or enhancements to existing systems.
. Support system implementations, upgrades, and process improvements.
. Facilitate meetings, workshops, and walkthroughs with business and technical teams.
. Create user stories, process flows, wireframes, and data models as needed.
. Participate in system testing, including writing test cases and conducting UAT (User Acceptance Testing).
. Troubleshoot system issues and coordinate resolution with technical teams.
. Ensure systems meet compliance, data integrity, and security requirements.
. Provide end-user support, documentation, and training.

Required qualifications to be successful in this role

Must have Education & Experience:
. Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field.
. 2–6 years of experience as a Business Analyst, Systems Analyst, or similar role in banking/financial services contact center environment.
. Mandatory experience in IVR, Conversational AI, VA, Gen AI, Agentic AI, Automation exp

Skills:
. Strong analytical and problem-solving skills.
. Ability to translate business needs into detailed requirements.
. Excellent written and verbal communication skills.
. Proficiency in tools such as Microsoft Excel, Visio, Lucidchart, Jira, Confluence, or similar.
. Understanding of systems analysis, data modeling, and software development life cycle (SDLC).
. Experience with enterprise systems such as ERP, CRM, HRIS, or finance platforms (preferred).

Certifications (preferred but not required):
. CBAP (Certified Business Analysis Professional)
. PMI-PBA (Professional in Business Analysis)
. Agile/Scrum certifications (e.g., Product Owner, Scrum Master)

Core Competencies:
. Attention to detail
. Stakeholder management
. Process orientation
. Adaptability
. Communication and facilitation skills
. Technical aptitude and curiosity

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Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.