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.
- Solid 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.

📌 Senior Business Systems Analyst (Toronto)
🏢 apptoza
📍 Toronto