PSA - Business Systems Analyst

Lee Hecht Harrison; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A professional services organization in Toronto is seeking a Business Systems Analyst to support their operations and enhance data management. The ideal candidate will have 3-5 years of relevant experience, strong technical acumen, and a collaborative mindset. The role involves monitoring systems, facilitating projects, and ensuring data quality. This position offers a hybrid work model and various benefits including health insurance and professional coaching.

Benefits

Health Insurance

Learning and Development Budget

Weekly Wellbeing Hour

Charity Days

Regional Retirement Savings Plan

Health and Fitness Reimbursement Plan

Qualifications

• 3-5 years of experience in Operational Project or Product Management.
• Experience in system implementation and agile product development.
• Business analyst experience translating business needs into technical requirements.

Responsibilities

• Monitor system issues and incoming requests, triaging them as needed.
• Support system testing (UAT) for new releases and bug fixes.
• Perform routine data quality reviews and clean or update data.

Skills

Operational Project Management

Technical Acumen

Cross-Functional Communication

Data Analysis

System Implementation

Tools

Microsoft Office Suite

Jira

ADO

Job description

Overview

Job Role: Business Systems Analyst - PSA (Professional Services Automation)

Location: Toronto, Canada - Hybrid, 3 days per week onsite

The Role

We’re looking for a highly organized, solution-oriented individual who can balance operational needs with technical product knowledge. You'll support the day-to-day operations, enhancements, and data management of EZRA’s platforms (Force.com, Certinia PSA, Certinia Accounting, SFDC Partner Communities, and integrations). You'll work closely with business and technical teams to triage production issues, document and prioritize enhancement requests, and ensure data quality across systems. This role is a great opportunity for someone looking to grow their experience in business systems, operations, and cross-functional collaboration.

The Team

The Operational Excellence (OE) team supports the entire organization and oversees the highest-impact and most complex cross-functional internal projects. Our mission is to establish effective ways of working that empower scalability and achieve business results. OE is responsible for operationalizing innovation, project managing complex projects, and enabling teams and clients to leverage EZRA’s new products and tools. The team sits within the largest function at EZRA, Customer Experience & Operations. This role reports to the PSA Platform Owner, based in Toronto. This role is an Individual Contributor and has no direct reports.

What You’ll Do

• System Support & Enhancements
  • Monitor system issues and incoming requests from the business, triage and escalate as needed
  • Track, test, and help implement small system enhancements and configuration changes
  • Work closely with internal tech and LHH partners on day-to-day fixes and improvements
  • Support system testing (UAT) for new releases and bug fixes
  • Assist in documenting and organizing user feedback, enhancement ideas, and defects
• Project & Process Support
  • Provide coordination support across key projects, including meeting logistics, notes, and follow-ups
  • Accountable for organizing and collating all EZRA design requirements, enhancement requests, and bugs in support of PSA Platform Owner
  • Support internal EZRA initiatives to improve processes and tooling usage
  • Coordinate with Enablement teams on rollouts, training documentation, and change management efforts
  • Ensure communication is clear, elevated, and always provide risk mitigation
  • Connect the dots across related initiatives across the EZRA business that could have an impact with the system
• Data Hygiene & Reporting
  • Perform routine data quality reviews and clean or update data as needed
  • Support adoption reporting and system usage tracking
  • Collaborate with analytics leads to ensure data dashboards reflect accurate and current information
  • Assist in managing and improving processes related to data accuracy and governance
• Cross-Functional Collaboration
  • Serve as a connector between business users and technical teams to ensure clear communication and smooth delivery
  • Help schedule and prepare for alignment meetings across functional and system teams
  • Maintain documentation of key decisions, actions, and open questions for reference
• Technical and Product Expertise
  • Understand all elements of the platform from CRM, PSA, FFA, including integrations with EZRA’s Delivery Management and Accounting systems
  • Leverage foundational knowledge of Force.com to effectively communicate technical needs, understand new releases from Force.com and Certinia
  • Monitor and prioritize EZRA backlog based on severity and impact
  • In partnership with EZRA Tech team and LHH QA and BA teams, lead UAT and End-User training in partnership with Enablement teams and Workstream Leads

About You

• 3-5 years of Operational Project or Product Manager working experience on a Product team and with strong technical acumen
• Experience in system implementation and agile product development
• Business analyst experience (translating business needs into technical requirements)
• Deep knowledge of platform components and customizations
• Knowledge of the Certinia platforms and Force.com
• Deep understanding of platform design
• The ability to manage various cross-functional deadlines when working under pressure, and hold others accountable for timely deliverables
• The ability to build collaboration locally and globally
• Experience managing, influencing, and communicating with stakeholders
• Skilled in Microsoft Office Suite of products, project management software, productivity tools, and user story management in ADO, Jira, or similar software
• Advanced Excel data manipulation, analytical, and reporting skills
• Data presentation and facilitation experience
• A self-starter who operates proactively in the business and across functions
• A leader who can create and maintain a strong culture of commitment to business objectives, as well as prioritize individual well-being
• Decisive, action-oriented, and comfortable working with ambiguity
• A change ambassador not afraid to challenge the status quo or try new approaches
• Collaborative, working with other managers and function leads to embrace, drive, and implement best practices and continual enhancements
• Comfortable with ambiguity
• Able to scope projects end-to-end across the business with potentially limited knowledge and exposure in all areas
• Able to build exceptional stakeholder relationships both internally and externally, breaking down internal barriers
• Resilient and self-motivated
• Innovative in providing solutions to clients’ and business needs
• Flexible and display a “can-do” attitude
• A team player who openly embraces our values of collaborating, listening, learning, and authenticity

What We Offer

• Your Own World Class Coach
• Friends and Family Coaching
• 2 Weeks Work from Anywhere
• Charity Days
• Learning and Development Budget
• Weekly Wellbeing Hour
• Health Insurance
• Regional Retirement Savings Plan
• Health and Fitness Reimbursement Plan
• Supplementary Health Plan

We are an equal opportunity employer dedicated to having a successful, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.