Senior Business Systems Analyst – RBC Advice Center, Branch Technology (ACBT)

RBC • Toronto, ON

14d • Onsite

About The Position

RBC Advice Center, Branch Technology (ACBT) seeks a Senior Business Systems Analyst to drive end-to-end requirements delivery for contact center systems supporting the RBC Advisor network. This role bridges business and technology, ensuring seamless alignment between stakeholder needs and system capabilities across complex development projects. You’ll collaborate with Agile teams, manage competing priorities, and deliver high-quality solutions while fostering strong partnerships with IT and business stakeholders.

Requirements

• 5+ years of experience as a Business Systems Analyst or Business Analyst.
• Bachelor’s degree in computer science
• Proven expertise in requirements planning, analysis, and documentation (e.g., user stories, process modeling, UI design, and acceptance criteria).
• Experience with Agile and iterative/Waterfall methodologies in large-scale projects.
• Strong technical and non-technical communication skills, with proficiency in tools like Jira, Confluence, Visio, Lucidchart, and Mural.
• Ability to manage multiple priorities and deliver under tight deadlines.

Nice To Haves

• Familiarity with APIs and contact center advisor systems.
• Hands-on data analysis experience.

Responsibilities

• Lead Requirements Management: Plan, elicit, analyze, and document business and system requirements (e.g., user stories, process flows, use cases, and acceptance criteria).
• Bridge Business and Technology: Translate business needs into technical specifications, ensuring solutions align with organizational goals.
• Agile Collaboration: Partner with Product Owners and Agile teams to prioritize features, refine backlogs, and support sprint planning.
• Subject Matter Expertise: Develop deep knowledge of contact center systems, becoming a go-to resource for both business and technical landscapes.
• Risk and Quality Management: Identify risks, dependencies, and mitigation strategies; review test plans and ensure deliverables meet quality standards.
• Documentation & Knowledge Sharing: Maintain reusable system documentation and process repositories (e.g., data catalogs, business rules).
• Stakeholder Engagement: Build rapport with cross-functional teams, third-party partners, and business units through clear communication and presentations.
• Leverage AI for Process Optimization: Identify opportunities to apply AI/ML solutions to enhance contact center systems, improve efficiency, and streamline business processes (e.g., predictive analytics for customer interactions or automation of routine tasks).

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Flexible work/life balance options

What This Job Offers

• Job Type: Full-time
• Career Level: Senior