Business System Analyst (Platform Resiliency)

Insight Global; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Insight Global is seeking a Business Systems Analyst (Platform Resilience) for a net new 12-month contract with potential to extend or convert to permanent full-time, for a Big 5 banking client. The role focuses on driving continuous improvement across BBX channels by leveraging digital analytics, production insights, and platform performance data to resolve user experience and resiliency challenges.

The analyst will bridge Product, Technology, Platform Support, and Business teams, using tools

Qualifications

• 4-5+ years experience in BSA or similar roles.
• Experience with Digital Experience Analytics platforms such as Quantum Metrics, Adobe Analytics, or similar solutions.
• Knowledge of application performance monitoring and observability tools such as Dynatrace, Splunk, OpenSearch, or equivalent.
• Understanding of web applications, APIs, microservices, and modern digital platforms.
• Strong data analysis and reporting capabilities.
• Experience using Power BI or similar visualization and reporting tools.

Responsibilities

• Monitor platform health trends and production incident patterns.
• Identify recurring issues and systemic risks impacting platform stability.
• Work with development and platform teams to address root causes and implement preventative solutions.
• Support resiliency initiatives focused on reducing outages, defects, and operational inefficiencies.
• Establish ongoing monitoring and reporting frameworks to proactively identify emerging risks.
• Leverage analytics to identify customer and frontline experience friction points.
• Develop actionable recommendations to enhance digital experiences across channels.
• Measure and track the impact of enhancements through experience and operational metrics.
• Partner with Product Owners and stakeholders to prioritize opportunities by impact.
• Analyze production defects, support tickets, and customer feedback to identify recurring themes.

Skills

BSA experience

Digital experience analytics

Data analysis

Power BI

Customer journey analysis

Tools

Quantum Metrics

Dynatrace

OpenSearch

Adobe Analytics

Power BI

Job description

Insight Global is seeking a Business Systems Analyst (Platform Resilience) for a net new vacancy, 12 month contract with possibility of extension and/or conversion to permanent full-time. This contract will be for a Big 5 banking client.

The Platform Resiliency & Digital Experience Analyst is responsible for driving continuous improvement across BBX channels by leveraging digital experience analytics, production insights, and platform performance data to identify, prioritize, and resolve user experience and resiliency challenges.

This role serves as a bridge between Product, Technology, Platform Support, and Business teams, using tools such as Quantum Metrics, Dynatrace, OpenSearch, and production support data to proactively identify friction points, reduce operational incidents, improve platform stability, and optimize the frontline and customer experience.

The successful candidate will play a key role in maximizing the value of the client's digital analytics investments while strengthening overall platform reliability and operational excellence.

Platform Resiliency & Stability

• Monitor platform health trends and production incident patterns.
• Identify recurring issues and systemic risks impacting platform stability.
• Work with development and platform teams to address root causes and implement preventative solutions.
• Support resiliency initiatives focused on reducing outages, defects, and operational inefficiencies.
• Establish ongoing monitoring and reporting frameworks to proactively identify emerging risks.

Digital Experience Analytics & Optimization

• Leverage Quantum Metrics and other analytics platforms to identify customer and frontline experience friction points.
• Analyze user journeys, session replays, funnels, and abandonment trends to uncover improvement opportunities.
• Develop actionable recommendations to enhance digital experiences across channels.
• Measure and track the impact of enhancements through experience and operational metrics.
• Partner with Product Owners and business stakeholders to prioritize opportunities based on customer impact and business value.
• Analyze production defects, support tickets, and customer feedback to identify recurring themes.
• Collaborate with PRD Support teams to improve issue triage, resolution processes, and escalation management.
• Use data-driven insights to drive continuous improvement initiatives across products and platforms.
• Track and report on operational KPIs related to stability, quality, and customer experience.

Required Skills & Experience

• 4-5+ years experience in BSA or similar roles
• Experience with Digital Experience Analytics platforms such as Quantum Metrics, Adobe Analytics, or similar solutions.
• Knowledge of application performance monitoring and observability tools such as Dynatrace, Splunk, OpenSearch, or equivalent.
• Understanding of web applications, APIs, microservices, and modern digital platforms.
• Strong data analysis and reporting capabilities.
• Experience using Power BI or similar visualization and reporting tools.
• Strong problem-solving and critical-thinking abilities.
• Ability to identify patterns and trends across large datasets.
• Experience conducting root cause analysis and translating findings into actionable recommendations.
• Ability to balance customer experience, operational efficiency, and technology considerations.

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.