Business Systems Analyst

Questrade Financial Group; Toronto; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation and sick days

Hybrid work environment

Job summary

Questrade Financial Group is seeking a Business Analyst to configure and support the Genesys Cloud contact center, align business needs with technology, and drive delivery in an Agile environment. You will document requirements, create user stories, and work with stakeholders to ensure successful outcomes.

The role emphasizes collaboration with technical teams, involvement in sprint planning, and maintaining clear documentation while supporting UAT and process improvements.

Qualifications

• Hold a post-secondary degree in Business, CS, IS, or equivalent hands-on experience.
• 2–3 years as a Business Analyst in tech/finance environments.
• Hands-on Genesys Cloud experience and platform knowledge.
• Familiar with AI-driven contact center tools and operations.
• Strong requirements gathering and stakeholder alignment skills.
• Proficient in creating process flows, user stories, and use cases.

Responsibilities

• Configure and support Genesys Cloud routing, reporting, and admin tasks.
• Partner with technical teams to implement AI-powered support tools.
• Capture and document business and functional requirements.
• Create process flows, user stories, and workflow docs for engineers.
• Lead requirements workshops and stakeholder interviews.
• Translate business needs into technical specs for development.
• Support sprint planning, backlog grooming, and delivery coordination.
• Identify gaps and suggest scalable process improvements.
• Support UAT and validate delivered features against intent.
• Maintain living docs with traceability from requirements to delivery.

Skills

Business analysis

Agile/Scrum

Communication

Education

Bachelor's degree in Business/CS/IS

Tools

Confluence

JIRA

Miro

Visio

Job description

Questrade Financial Group (QFG) provides securities, investment portfolios, mortgages, real estate services, and more, using cutting-edge technology.

Benefits at QFG

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

Responsibilities

• Configuring and supporting the Genesys Cloud contact center platform, including routing, reporting, and administration, to ensure reliable and optimized operations across the team.
• Partnering with technical teams on the implementation and optimization of AI‑powered support and agent tools, helping to unlock smarter, more efficient customer interactions.
• Eliciting, capturing, and documenting detailed business and functional requirements from stakeholders across the organization, ensuring alignment between business goals and technology deliverables.
• Creating and maintaining clear process flows, user stories, and workflow documentation that give engineering teams everything they need to build with precision and confidence.
• Facilitating requirements workshops and stakeholder interviews, leading structured sessions that surface the right insights and drive consensus on priorities and outcomes.
• Translating business requirements into technical specifications for engineering teams, serving as the interpretive layer between what stakeholders want and what developers build.
• Assisting with sprint planning, backlog grooming, and delivery coordination alongside engineers, helping the team stay organized, focused, and on track throughout each sprint cycle.
• Identifying gaps between current and future state processes and recommending practical, scalable solutions that move the business forward without unnecessary complexity.
• Supporting user acceptance testing (UAT) and validation of delivered features, ensuring that every release meets the original business intent before it reaches production.
• Maintaining living documentation and ensuring full traceability from requirements through to delivery, keeping a clear and current record of decisions, changes, and outcomes.

Qualifications

• Hold a post‑secondary degree or diploma in Business, Computer Science, Information Systems, or a related field — or bring equivalent hands‑on experience that speaks for itself.
• Bring 2–3 years of experience as a Business Analyst, ideally within a technology or financial services environment where the pace is fast and the stakes are high.
• Have hands‑on experience with Genesys Cloud — whether in administration, routing configuration, reporting, or platform optimization — and know your way around its core capabilities.
• Are familiar with AI‑driven contact center or agent assist platforms and understand how these tools are transforming modern customer support operations.
• Possess strong knowledge of contact center technology, operations, and terminology — you speak the language and understand the environment inside and out.
• Have demonstrated ability to capture, document, and manage both business and functional requirements with precision, structure, and stakeholder alignment.
• Are skilled at creating process flows, swim lane diagrams, user stories, and use cases that clearly communicate complex workflows to diverse audiences.
• Can confidently support engineering teams with planning artifacts, acceptance criteria, and sprint ceremonies, keeping delivery on track and the team well‑informed.
• Communicate with clarity and impact — both in writing and in conversation — bridging the gap between business stakeholders and technical teams with ease.
• Are experienced working in Agile/Scrum delivery environments and thrive in iterative, collaborative settings where priorities evolve and teamwork drives results.
• Are proficient with tools like Confluence, JIRA, Miro, Visio, or equivalent platforms that support documentation, planning, and cross‑team collaboration.

Compensation

• Base salary range: $60,000 - $70,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.

Equal Opportunity & Accommodation

If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.