Business system analyst

Inclusion without Exception

Tata Consultancy Services (TCS) is an equal opportunity employer and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation to create a workforce that reflects the societies in which we operate.

Job Description

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry‑leading organizations worldwide.

Key Responsibilities

• Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into system requirements.
• Elicit, analyze, document, and manage business, functional, and non‑functional requirements (BRD, FRD, user stories).
• Perform impact analysis across contact center platforms, downstream systems, and integrations.
• Support Digital Contact Center technology requirements and solution design across omnichannel platforms, including voice (IVR, ACD, call routing), digital channels (Chat, Email, SMS, Social, Bots), CRM and Case Management integrations.
• Work closely with architects and vendors on platform capabilities, configuration, and upgrades.
• Support contact center transformations, including cloud migration and legacy modernization.
• Participate in Agile Scrum ceremonies: backlog grooming, sprint planning, demos, and retrospectives.
• Break down requirements into epics, features, and user stories with acceptance criteria.
• Support SIT, UAT, and production readiness activities: triage defects and clarify requirements.
• Ensure solutions comply with banking regulatory requirements, data privacy, security, and risk policies.
• Support audit, access control, data residency, and SOX regulatory documentation.
• Identify risks and dependencies early and work with stakeholders to mitigate them.
• Act as a single point of contact for business stakeholders for assigned capabilities.
• Coordinate with vendor teams, offshore delivery teams, and enterprise platforms.
• Support executive‑level communication through structured decks, summaries, and readouts.

Qualifications

• Experience as a Business Systems Analyst in BFSI.
• Strong experience in Digital Contact Center Customer Engagement platforms.
• Hands‑on experience with omnichannel contact center solutions.

Salary Range: CA$ 90,000 – CA$ 120,000 per year.

Location: Toronto, ON.