Business Analyst (CRM)

Infoya; Toronto; Hybrid; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Equal opportunity employer

Job summary

Infoya in Toronto is seeking a mid-to-senior Business Analyst to drive requirements for CRM initiatives, technology implementations, and enterprise transformations. The role calls for strong stakeholder management and the ability to translate needs into actionable requirements.

You will collaborate with business and technology teams, map current and future processes, and ensure traceability from needs to delivery in a hybrid work setting.

Qualifications

• Bachelor's degree in computer science, information systems, finance, or related field.
• 6+ years of experience as a Business Analyst supporting business and technology initiatives.
• Strong expertise in requirements elicitation, analysis, documentation, and validation.
• Experience with vendor interviews, workshops, and discovery sessions.
• Understanding of business process analysis, mapping, gaps, and current/future-state assessment.
• Proven ability to translate complex needs into actionable requirements for technology teams.
• Experience creating structured BA documentation: requirements, user stories, use cases, process flows, and acceptance criteria.
• Proficient with Jira, Azure DevOps, Confluence, Visio/Lucidchart, Power BI/Tableau, and Salesforce.

Responsibilities

• Partner with stakeholders to elicit, analyze, document, and validate requirements.
• Conduct interviews, discovery sessions, and workshops to understand needs and priorities.
• Translate requirements into clear business and functional specifications, user stories, and use cases.
• Analyze current and future-state processes, identify gaps, and propose practical solutions.
• Serve as liaison between business, technology teams, architects, and developers.
• Maintain traceability from business needs through solution delivery.
• Support solution evaluation and validation to ensure business alignment.
• Participate in meetings, demonstrations, and reviews with a strong business perspective.
• Identify impacts, risks, gaps, and issues; communicate to stakeholders.
• Prepare project documentation, status updates, and weekly stakeholder reports.
• Support solution adoption, rollout, and CRM initiative evaluations as required.
• Interview users to capture must-have and desired CRM capabilities.

Skills

Business Analysis

Stakeholder Management

Requirements Elicitation

Process Mapping

User Stories / Use Cases

Analytical Thinking

Vendor Interviews

CRM Knowledge

Technical Understanding

Communication Skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Systems

Bachelor's degree in Finance

Tools

Jira

Azure DevOps

Confluence

Visio/Lucidchart

Power BI

Tableau

Salesforce

Microsoft Office

Job description

ABOUT US

Infoya is a global IT solutions provider specializing in transforming complex challenges into streamlined, AI-powered outcomes. Through proprietary technology accelerators and full-scale enterprise services, Infoya automates workflows, enhances operational efficiency, and drives digital transformation across industries. With a presence in Canada, the US, India, and Costa Rica, we blend technical depth with creative problem-solving to deliver measurable impact.

JOB DESCRIPTION:

We are looking for a mid-to-senior-level Business Analyst who brings a strong blend of business acumen, analytical thinking, and stakeholder management expertise. The ideal candidate can quickly understand business processes, facilitate discussions with stakeholders at all levels, translate needs into actionable requirements, and contribute meaningfully to a variety of projects ranging from CRM initiatives and technology implementations to operational improvements and enterprise transformation programs.

Office Location:Toronto

Employment Type:Permanent

Role Type:New position – Current requirement

Work Arrangement:Hybrid

Position Responsibilities:

• Partner with business stakeholders toelicit, analyze, document, and validate business and functional requirements.
• Conduct stakeholder interviews, discovery sessions, and workshops to understand business needs, pain points, workflows, and priorities.
• Translate business requirements into clear and structuredbusiness requirements, functional requirements, user stories, use cases, process flows, and acceptance criteria, as appropriate.
• Analyzecurrent-state and future-state processes, identify gaps and improvement opportunities, and recommend practical solutions.
• Act as a key liaison betweenbusiness stakeholders, technology teams, architects, developers, and other project participantsto ensure common understanding of requirements.
• Maintain requirements documentation and ensuretraceability from business needs through solution delivery.
• Support solution evaluation and validation to ensure proposed solutions align with business requirements and expected outcomes.
• Participate in project meetings, solution discussions, demonstrations, and reviews, providing a strong business perspective.
• Identify and communicatebusiness impacts, dependencies, risks, gaps, and issuesto relevant stakeholders.
• Prepare clear project documentation, analysis, status updates, andweekly stakeholder reporting.
• Support business teams during solution validation, implementation, rollout, and adoption activities as required.
• Support the currentCRM platform evaluation and RFP initiativeby gathering and consolidating business requirements.
• Interview business users to understand how existing systems are used and identifymust-have and desired capabilitiesfor the future CRM platform.
• Participate in vendor presentations and solution demonstrations to assess alignment with documented business requirements.
• Support evaluation of CRM solutions by documentingstrengths, gaps, pros/cons, and overall business fit.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree inComputer Science, Information Systems, Finance, or related field.
• 6+ years of experienceas aBusiness Analystsupporting business and technology initiatives.
• Strong expertise inrequirements elicitation, analysis, documentation, and validation.
• Experience conducting vendor interviews, workshops, and discovery sessions.
• Strong understanding ofbusiness process analysis, process mapping, gap analysis, and current/future-state assessment.
• Strong stakeholder management skills & a bility to translate complex business needs into clear, actionable requirements for technology teams.
• Experience creating structured BA documentation such asrequirements, user stories, use cases, process flows, and acceptance criteria.
• Strong analytical and problem-solving capabilities with the ability to evaluate options and communicate recommendations.
• Experience using Jira, Azure DevOps, Confluence, Visio/Lucidchart, Microsoft Office Suite, reporting tools (Power BI/Tableau), andCRM platforms such as Salesforce.
• Good understanding ofCRM platforms and business capabilities, with Salesforce experience or knowledge preferred.
• Sufficient technical understanding to participate in conversations around enterprise applications, system integrations, and APIs.
• Excellent verbal and written communication, documentation, facilitation, and presentation skills.
• Ability to work independently and effectively within asmall, collaborative team.

Preferred Qualifications:

• Exposure to vendor evaluation orRFP processes.
• Experience supporting projects from requirements/discovery throughimplementation and rollout.

Benefits

Salary Range:$80,000 to $90,000 CAD/ year

The final compensation offered will depend on local market conditions and geographic location, as well as job-related factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team.

Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, aboriginal status, or any other legally protected factors.