Business Systems Analyst, Product Support

Livingston International; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading customs brokerage company in Toronto is seeking a Business Systems Analyst, Product Support. The role requires interaction with clients to define systems requirements and coordinate with technical teams. You will troubleshoot issues, facilitate communication, and monitor project progress. Ideal candidates will have strong analytical skills and a Bachelor’s degree, alongside a minimum of five years’ relevant experience. Join a fast-paced environment that values collaboration and expertise in international trade.

Qualifications

• Strong client service orientation and ability to build trusted relationships.
• Translate business needs into technical requirements and vice versa.
• Excellent written and verbal communication skills.
• Great analytical, critical thinking and problem-solving abilities.
• Superior presentation and negotiation skills.
• Strong management and organizational skills.

Responsibilities

• Act as technical liaison between clients and application development team.
• Facilitate communication between clients and developers to balance user needs.
• Identify application designs and proactively address issues.
• Provide troubleshooting support to Help Desk for technical issues.
• Coordinate testing of new or modified programs.

Skills

Client service orientation

Technical requirements translation

Excellent communication skills

Analytical and problem-solving abilities

Presentation and negotiation skills

Organizational skills

Adaptability in fast-paced environments

Experience in Agile environments

Education

Bachelors Degree or equivalent

Job description

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Business Systems Analyst, Product Support

Join Livingston andgrow your career inthe constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

JOB SUMMARY

The Business Systems Analyst, Product Support works directly with clients to define and document client‑specific systems requirements, write technical specifications, coordinate various resources for completion of projects, perform testing, and communicate with various stakeholders regarding progress and obstacles. This position may also be involved in troubleshooting and identifying solutions as an escalation resource for the Help Desk.

KEY DUTIES & RESPONSIBILITIES

• Act as technical liaison between clients and application development team by defining and documenting technical details of client requests.
• Facilitate communication with the application development team and clients to find the balance between user wants, client needs, technical level of effort, and timelines.
• Identifies and defines application designs and proactively identify issues and provide scalable solutions.
• Act as subject matter expert for the growing number of product offerings and customizations for critical clients.
• Provide troubleshooting support to Help Desk for technical issues.
• Coordinate testing of new or modified programs including, but not limited to, development and execution of test scenarios.
• Increase team knowledge of the customer experience, serving as a champion and voice for clients and their end users.
• Support team processes in existing project and task management tools.
• Monitor and support project progress by tracking activity, resolving problems, communicating progress to stakeholder, and recommending actions for the development team, as necessary.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

KNOWLEDGE & SKILLS

• Strong client service orientation and ability to build trusted relationships with external and internal clients.
• Strong ability to translate business needs into technical requirements and technical requirements into end-user experience.
• Excellent written and verbal communication skills.
• Great analytical, critical thinking and problem-solving abilities.
• Superior presentation and negotiation skills.
• Strong management and organizational skills.
• Adaptable and capable of working in fast‑paced environments.
• Two or more years of business analyst experience.
• Some experience in or familiarity with Agile software development environments.

WORK EXPERIENCE – MINIMUM REQUIRED

5 years of related experience

EDUCATION

Required: Bachelors Degree or equivalent

COMPETENCIES

Accountability

Business Acumen and Straight Talk

Agility

Customer First Focus

Inclusion and Collaboration

Leading and Developing

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

For Canada:Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.