System Analyst

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.