Technical Support Analyst (Business System Analyst)

Technical Support Analyst (Business System Analyst) is required to identifying needs and developing innovative solutions that support organizational goals.

Interested persons are invited to apply for the contract position of Technical Support Analyst (Business System Analyst) within the Information Technology Department for a period of 6 Months.

Job Purpose

The Technical Support Analyst will act as a liaison between business stakeholders and technical teams to identify needs, gather requirements, and develop innovative solutions that support organizational goals. The incumbent will play a critical role in analyzing current processes, designing improvements, and ensuring the seamless delivery of technical solutions that drive efficiency and business value.

Duties & Responsibilities

• Collaborate with cross-functional stakeholders to elicit, document, and validate business and technical requirements.
• Work closely with software developers, architects, and system integrators to translate business needs into scalable, effective technical solutions.
• Evaluate existing business processes, identify inefficiencies or gaps, and recommend optimized workflows or system enhancements.
• Serve as a key point of contact between IT and business units, ensuring clear communication and alignment of expectations.
• Support and sometimes lead system testing efforts, including writing test cases, conducting user acceptance testing (UAT), and verifying solution functionality.
• Manage technology change projects, new systems or upgrades
• Assist in managing the change process, supporting communication, training, and user adoption initiatives during solution rollouts.
• Create clear documentation including integrated requirement documents (IRDs), process flows, and user manuals; provide training to users as needed.
• Recommend improvements to existing systems to verify that business needs are met.
• Provides assistance on special projects/assignment (when required)
• Keeps abreast of technology trends to identify opportunities for increased digital adoption and incorporation of new and innovative technologies to improve operations.

Skills/Competencies

• Core Business Analysis & Requirements Management
• Expertise in eliciting and documenting business/functional requirements (BRD/FRD)
• Skilled in stakeholder engagement, user stories, acceptance criteria, and traceability through delivery and testing
• Strong process modeling using BPMN and flowcharts for current/future state analysis
• Solution & Systems Design
• Advanced understanding of API design (REST/JSON, Open API, pagination, versioning)
• Skilled in solution orchestration and data integration (ETL/ELT, schema mapping)
• Knowledge of integration patterns (sync/async, webhooks, event-driven architectures)
• Familiar with CI/CD pipelines and DevOps collaboration for integration delivery
• Data, Analytics & Reporting
• Proficient in advanced SQL (CTEs, window functions) and query optimization
• Strong skills in dashboard design and KPI reporting (e.g., Power BI)
• Experienced in data governance, quality, validation, and lineage tracking
• Testing, Quality Assurance & Delivery
• Proficient in test planning, UAT coordination, defect triage, and go-live checks
• Skilled in API testing tools (e.g., Postman, Insomnia), mock servers, contract testing
• Project Management & Agile Delivery
• Experienced in Agile methodologies (Scrum/Kanban), backlog grooming, story estimation
• Strong stakeholder communication, reporting (Jira/Azure DevOps), and RAID log management
• User Experience & Prototyping
• Proficient in wireframing tools (Figma, Balsamiq) for translating requirements into visual UI flows and prototypes
• System & Application Integration
• Practical experience with business applications integration to align technical solutions with business rules
• Skilled in managing iPaaS, RPA, and workflow automation tools for system orchestration
• Monitoring & Observability
• Knowledge of structured logging, metrics, alerts, and basic tracing for integration performance
• Vendor & Stakeholder Management
• Competent in reviewing SoWs, tracking SLAs/KPIs, and facilitating cross-team resolution.

Qualification & Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field.
• Professional industry certifications in data science, machine learning or artificial intelligence will be considered.
• Certifications in PMP or Agile/Scrum.
• Certification in one or more of CBAP, CCBA or TOGAF will be considered an asset.
• Minimum four (4) years in technical IT roles, primarily software development or data integration.
• At least two (2) years performing Business Analyst, Solutions Analyst, Integration Analyst or Solutions Architect duties, delivering end-to-end enterprise systems.
• Demonstrated delivery of system integrations, e.g., HRIS, Payroll or ERP systems, including requirements, solution design, test planning, UAT, and change management.
• Experience in regulated industries, preferably banking or financial services, is considered an asset.