Archived listing. The details below describe a past opening.
Enter Job Description...
- Working under the supervision of the Manager, Digital Customer Experience, the Systems Analyst/ Developer will be responsible for supporting the planning, analysis, delivery, enhancement, and ongoing operation of Client's customer-facing digital platforms and services.
- The resource will serve as a liaison between business stakeholders, technology teams, vendors, and project teams to ensure digital solutions align with Client's customer experience objectives and strategic goals.
- The resource will participate in the full system development lifecycle including business analysis, requirements gathering, process improvement, testing, implementation, and production support of digital customer experience initiatives.
Skills and Certifications :
Mandatory Requirements-
- University degree in Computer Science, Information Systems, Business Administration, or related discipline, or equivalent combination of education and experience.
- Minimum 5 years of experience working as a Systems Analyst, Business Analyst, or Product Analyst supporting customer-facing digital platforms.
- Minimum 5 years of experience working with .Net, Java, and REACT.
- Experience with development and maintenance of CD/CI pipeline, such as Octopus and Azure DevOps.
- Experience eliciting, documenting, and managing functional and non-functional business requirements.
- Experience working with web, mobile, and digital customer platforms.
- Experience facilitating stakeholder workshops, interviews, and requirements sessions.
- Experience creating business process flows, user stories, use cases, process maps, and functional specifications.
- Experience supporting Agile, Iterative, or Hybrid project delivery methodologies.
- Experience coordinating testing activities including UAT, defect management, and release validation.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
Other Skills and Certifications-
- Experience supporting customer experience (CX), digital transformation, or customer engagement initiatives.
- Experience working with mobile applications, websites, self-service platforms, and digital communication channels.
- Experience using Azure DevOps, Jira, Confluence, Microsoft DevOps tools, or similar platforms.
- Experience with digital analytics platforms such as Google Analytics, Adobe Analytics, Power BI, or equivalent reporting tools.
- Experience working with APIs, integrations, and enterprise applications.
- Knowledge of accessibility standards including AODA and WCAG requirements.
- Familiarity with customer journey mapping, service design, and user-centered design principles.
- Public sector, municipal government, or transit industry experience is considered an asset.
- Experience managing vendor relationships and coordinating third-party solution providers is an asset.
- Certified Business Analysis Professional (CBAP), PMI-PBA, Scrum certification, or related certifications are assets.
Assignment Duties :
- Collaborate with business stakeholders to understand operational needs and customer experience objectives.
- Elicit, analyze, document, and validate business and system requirements.
- Develop user stories, process flows, business requirements documents, functional specifications, and acceptance criteria.
- Support the delivery of customer-facing digital products including websites, mobile applications, customer communication platforms, and self-service solutions.
- Work closely with project managers, developers, architects, UX designers, vendors, and operational stakeholders throughout the project lifecycle.
- Identify opportunities to improve customer experience, business processes, and operational efficiency.
- Support system integrations, platform enhancements, and digital modernization initiatives.
- Coordinate and facilitate testing activities, including system testing, integration testing, user acceptance testing, and production validation.
- Track and manage issues, risks, dependencies, and change requests.
- Support production issue investigation, troubleshooting, and resolution activities.
- Develop and maintain project documentation in accordance with TTC standards.
- Assist with release planning, deployment activities, and stakeholder communications.
- Provide knowledge transfer and support continuous improvement activities across the Digital Customer Experience team.
