Overview
Business Systems Analyst Jobs in Toronto, Ontario, Canada at Ardent SoftSol Inc.
Title: Business Systems Analyst
Company: Ardent SoftSol Inc.
Location: Toronto, Ontario, Canada
Job Description: Senior Business Systems Analyst (Contact Center Technology)
Job Summary We are seeking a highly experienced Senior Business Systems Analyst to join our team. This role serves as a critical bridge between Contact Center Operations, Product Owners, and Technology teams. You will be responsible for driving the requirements and solution design for our omnichannel contact center ecosystem, ensuring that our banking infrastructure remains modern, secure, and compliant.
Key Responsibilities
Required Skills & Qualifications Nice-to-Have Skills
- Business Systems Analysis
- Collaborate with diverse stakeholders (CX, Compliance, Tech, Operations) to translate complex business needs into precise system requirements.
- Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, User Stories).
- Perform comprehensive impact analysis across contact center platforms, downstream systems, and enterprise integrations.
- Digital Contact Center Technology
- Support solution design across omnichannel platforms, including Voice (IVR, ACD, Call Routing) and Digital channels (Chat, Email, SMS, Social, Bots).
- Drive CRM and Case Management integrations.
- Work closely with architects and vendors on platform configuration, upgrades, and large-scale transformations, including cloud migration and legacy modernization.
- Delivery & Agile Execution
- Participate actively in Agile/Scrum ceremonies (Backlog Grooming, Sprint Planning, Demos, Retrospectives).
- Translate high-level business goals into epics, features, and user stories with clear acceptance criteria.
- Drive SIT, UAT, and production readiness; triage defects and provide clarity on requirements throughout the delivery lifecycle.
- Risk, Compliance & Controls (Banking)
- Ensure all solutions adhere to banking regulatory requirements, data privacy, security, and internal risk policies.
- Support audit processes, access control documentation, data residency requirements, and SOX compliance.
- Proactively identify dependencies and mitigate project risks.
- Stakeholder & Vendor Management
- Act as the primary point of contact for business stakeholders regarding assigned capabilities.
- Coordinate with vendor teams, offshore delivery partners, and enterprise platforms.
- Facilitate executive-level communication through structured reporting, decks, and project readouts.
- Experience: 8+ years as a Business Systems Analyst within the BFSI (Banking, Financial Services, and Insurance) sector.
- Domain Knowledge: Deep understanding of retail/commercial banking contact center operations and associated regulatory/security standards.
- Core Technical Expertise: * Omnichannel contact center solutions (Voice and Digital).
- CRM and Case Management integration experience.
- Expertise in API-based integrations (REST).
- Delivery: Proven Agile/SAFe delivery experience.
- Tools: Proficiency in JIRA, Confluence, Azure DevOps, and Visio.
- Documentation: Expert in requirement gathering, process modeling, and technical documentation.
- Cloud Platforms: Hands-on experience with Genesys, NICE, Five9, or Amazon Connect.
- AI/Innovation: Exposure to GenAI, Conversational AI, chatbots, and voice analytics.
- Analytics: Experience with workforce optimization and contact center KPIs.
- Industry: Prior experience in large Canadian banks or Tier-1 global BFSI clients.
