Business Systems Analyst – Intermediate

Role Overview

• Lead regular client status meetings, tracking open bugs, backlog items, enhancement requests and professional services opportunities.
• Analyze, document, and manage all client requests including: support items, bugs and performance issues, backlog enhancements, larger scoped features requiring Statements of Work (SOW)
• Act as Tier 1 support and primary point of contact for client stakeholders.
• Respond to support requests in accordance with contractual SLAs.
• For Severity 1 production issues, maintain continuous client communication and coordinate directly with Engineering and QA until resolution.
• Provide daily internal status updates during standups, including proactive tracking of all active Kanban/TFS items.
• Deliver client training during implementations or upon request.
• Coordinate with the Release Team on upcoming releases.
• Prepare and distribute release notes, including client deployment steps.
• Serve as the owner of assigned tickets (bugs, backlog items, enhancements).
• Create clear, detailed, and actionable tickets within approved tracking tools (TFS/Azure DevOps/DeskPro).
• Ensure all documentation is written to a standard that enables cross-team clarity and release readiness.
• Develop Functional Specifications for larger initiatives, including process documentation and workflows, data descriptions, and screen mockups.
• Continuously build expertise across product lines through documentation, internal SME sessions, and regulatory updates.
• Contribute to SDLC improvements and Agile best practices.
• Provide input into ongoing product roadmap initiatives.
• Lead full SDLC lifecycle for new implementations, including: requirements gathering, SOW development, project planning and tracking, coordination with Development for release alignment, release management, client training and post-go-live support.
• Apply a “Whatever It Takes” mindset to ensure successful launches and on-time delivery.
• Maintain a high standard of professionalism and customer satisfaction throughout implementation phases.
• Act as lead secondary tester for assigned work items and helpdesk owned tickets.
• Assist with broader testing efforts as needed.
• Lead release package validation including deployment verification, report validation, and regression testing.
• Identify opportunities to evolve the product while maximizing long-term value for the client.
• Collaborate with clients on change requests and additional value-add services (external systems integration, new module adoption, custom reporting, training, and more).

Requirements

• 2-5 years of experience in a Business Analyst, Product Analyst, or similar role within a SaaS or technology-driven environment
• Bachelor’s degree in Business, Information Systems, Finance, Computer Science, or equivalent practical experience
• Strong experience eliciting and documenting business and functional requirements
• Hands-on experience with ticketing systems such as TFS, Azure DevOps, Jira, and/or DeskPro
• Project Management experience using Celoxis would be considered an asset
• Experience working within Agile or Kanban SDLC frameworks
• Proven ability to lead client-facing meetings and manage stakeholder communication
• Experience triaging and coordinating high-severity production incidents
• Ability to develop functional specifications including mockups and structured documentation
• Experience in functional, regression, and release testing
• Familiarity with release processes and deployment coordination
• Strong written and verbal communication skills
• Ability to manage multiple client priorities in a deadline-driven environment
• Understanding of professional services concepts and billing structures
• Strong analytical and problem-solving skills with high attention to detail
• Experience in financial services, fintech, or other regulated industries is considered an asset.

Tech Stack

• Azure
• SDLC
• TFS

Benefits

• 3 weeks base vacation
• employer paid benefits
• profit sharing
• bonus program participation
• Yearly learning & professional development allowance
• Company wide socials
• Internal team recognition platform (Bonusly)