Systems Analyst

91910
Toronto
Contract
Yesterday

Systems Analyst
1 year Contract
2-3 days on site, Toronto, ON

1.0 Description of Assignment

Working under the supervision of the Manager, Digital Customer Experience, the Systems Analyst / Developer will be responsible for supporting the planning, analysis, delivery, enhancement, and ongoing operation of customer facing digital platforms and services.

The resource will serve as a liaison between business stakeholders, technology teams, vendors, and project teams to ensure digital solutions align with customer experience objectives and strategic goals.

The resource will participate in the full system development lifecycle including business analysis, requirements gathering, process improvement, testing, implementation, and production support of digital customer experience initiatives.

This assignment will require the resource to work onsite 2 to 3 days per week at designated office locations within the Greater Toronto Area under a hybrid work model.

2.0 Skills and Certifications

Mandatory Requirements

  • University degree in Computer Science, Information Systems, Business Administration, or related discipline, or equivalent combination of education and experience.
  • Minimum 5 years of experience working as a Systems Analyst, Business Analyst, or Product Analyst supporting customer facing digital platforms.
  • Minimum 5 years of experience working with .NET, Java, and React.
  • Experience with development and maintenance of CI/CD pipelines using tools such as Octopus Deploy and Azure DevOps.
  • Experience eliciting, documenting, and managing functional and non functional business requirements.
  • Experience working with web, mobile, and digital customer platforms.
  • Experience facilitating stakeholder workshops, interviews, and requirements gathering sessions.
  • Experience creating business process flows, user stories, use cases, process maps, and functional specifications.
  • Experience supporting Agile, Iterative, or Hybrid project delivery methodologies.
  • Experience coordinating testing activities including UAT, defect management, and release validation.
  • Strong analytical, problem solving, communication, and stakeholder management skills.

Other Skills and Certifications

  • Experience supporting customer experience (CX), digital transformation, or customer engagement initiatives.
  • Experience working with mobile applications, websites, self service platforms, and digital communication channels.
  • Experience using Azure DevOps, Jira, Confluence, Microsoft DevOps tools, or similar platforms.
  • Experience with digital analytics platforms such as Google Analytics, Adobe Analytics, Power BI, or equivalent reporting tools.
  • Experience working with APIs, integrations, and enterprise applications.
  • Knowledge of accessibility standards including AODA and WCAG requirements.
  • Familiarity with customer journey mapping, service design, and user centered design principles.
  • Experience working within the public sector, municipal government, or other large enterprise environments is considered an asset.
  • Experience managing vendor relationships and coordinating third party solution providers is an asset.
  • Certified Business Analysis Professional (CBAP), PMI PBA, Scrum certification, or related certifications are considered assets.

3.0 Assignment Duties

  • Collaborate with business stakeholders to understand operational needs and customer experience objectives.
  • Elicit, analyze, document, and validate business and system requirements.
  • Develop user stories, process flows, business requirements documents, functional specifications, and acceptance criteria.
  • Support the delivery of customer facing digital products including websites, mobile applications, customer communication platforms, and self service solutions.
  • Work closely with project managers, developers, architects, UX designers, vendors, and operational stakeholders throughout the project lifecycle.
  • Identify opportunities to improve customer experience, business processes, and operational efficiency.
  • Support system integrations, platform enhancements, and digital modernization initiatives.
  • Coordinate and facilitate testing activities, including system testing, integration testing, user acceptance testing, and production validation.
  • Track and manage issues, risks, dependencies, and change requests.
  • Support production issue investigation, troubleshooting, and resolution activities.
  • Develop and maintain project documentation in accordance with organizational standards.
  • Assist with release planning, deployment activities, and stakeholder communications.
  • Provide knowledge transfer and support continuous improvement activities across the Digital Customer Experience team.

4.0 Deliverables

The consultant will support the delivery and enhancement of digital customer experience solutions, including:

  • Public facing websites and digital channels.
  • Customer information and communication platforms.
  • Customer feedback and engagement solutions.
  • Mobile application enhancements.
  • CI/CD pipeline enhancements.
  • Self service customer features and functionality.
  • Customer analytics and performance reporting.
  • Accessibility and digital compliance improvements.
  • Customer journey and process optimization initiatives.
  • Requirements documentation and business process models.
  • Test plans, test cases, and user acceptance testing support.
  • Production support and operational readiness activities.
  • Vendor and solution implementation coordination.
  • Digital customer experience roadmap and modernization initiatives.