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Senior Business Systems Analyst (3 months)

Resonaite


We are seeking a highly skilled Business Analyst with Scrum Master responsibilities to join an Agile pod working on a call center web application that manages call intake, ticket creation, and workflows. This role serves as the primary contact between business partners and the development team, ensuring business requirements are met throughout the project lifecycle. Additionally, this position requires supporting production systems where necessary.

Duration: 3 months

Location: Hybrid 2d/week Toronto


BA Responsibilities


  • Business Analysis & Requirements Gathering: Facilitate discussions with business stakeholders to understand and document business problems, needs, and objectives.
  • Analyze current and future business processes across the enterprise and identify opportunities for improvement.
  • Define conceptual and detailed business requirements for technology solutions using modeling techniques (e.g., business process diagrams, use cases, data flow diagrams).
  • Develop and maintain requirements documentation, including user stories, acceptance criteria, workflow diagrams, and system specifications.

Scrum Master Responsibilities


  • Lead daily stand-ups, sprint planning, retrospectives, and backlog grooming sessions for the Agile team.
  • Collaborate with Product Owners and stakeholders to prioritize backlog items based on business value.
  • Facilitate Agile best practices, ensuring efficient sprint execution and removing impediments.
  • Act as a liaison between business users and the technical team to translate business requirements into actionable development tasks.

Production Support & Continuous Improvement


  • Analyze and troubleshoot production system issues related to the call center web application.
  • Perform data analysis using Oracle SQL to investigate issues and support decision-making.
  • Work closely with developers and technical support teams to resolve incidents and ensure smooth system operations.


Requirements:

  • 7+ years of experience in business analysis for custom system development on large, complex projects.
  • Hands-on experience in Agile methodologies, including Scrum.
  • Expertise in business process modeling, use case development, workflow analysis, and data modeling.
  • Experience with relational databases (Oracle preferred) and data mining.
  • Technical knowledge in Oracle SQL for data analysis and troubleshooting.
  • Scrum Master Certification (CSM, PSM) is a plus.
  • Experience in call center or customer service applications.
  • Experience with ticketing systems and workflow automation.
  • Familiarity with integration of IVR, CRM, or other call center technologies.