Business Systems Analyst (Intermediate)

About us 

Since its inception, TAO Solutions has established itself as a boutique software provider specializing in the design and delivery of advanced securitization and structured finance technologies. The company’s mission is to be the global leader in proven, niche solutions that bring transparency, flexibility, automation, robustness, and analytical rigour to the administration of complex financial programmes, including securitization, Asset-Backed Commercial Paper (ABCP) conduits, and covered bond structures.

Our headquarters are in Toronto, with additional offices in Sydney, Australia and San Diego, USA. We operate with an entrepreneurial, forward-thinking mindset where innovation is encouraged and initiative is valued. This is an environment where talented, driven individuals have the opportunity to make a meaningful impact and help shape the future of our company.

Role Summary

The Business Systems Analyst (BSA) reports to the Service Delivery Manager and is responsible for client account management and ongoing product development support across the Company’s product suite.

The BSA serves as the primary liaison between clients and internal teams (Development, QA, Engineering), ensuring the highest level of customer satisfaction while continuously evolving the product to meet both existing and future client needs.

Role & Responsibilities

Client & Delivery Management

Lead regular client status meetings, tracking open bugs, backlog items, enhancement requests and professional services opportunities.

Analyze, document, and manage all client requests including: support items, bugs and performance issues, backlog enhancements, larger scoped features requiring Statements of Work (SOW)

Act as Tier 1 support and primary point of contact for client stakeholders.

Respond to support requests in accordance with contractual SLAs. For Severity 1 production issues, maintain continuous client communication and coordinate directly with Engineering and QA until resolution.

Provide daily internal status updates during standups, including proactive tracking of all active Kanban/TFS items.

Deliver client training during implementations or upon request.

Coordinate with the Release Team on upcoming releases.

Prepare and distribute release notes, including client deployment steps.

Product Ownership & Subject Matter Expertise (SME)

Serve as the owner of assigned tickets (bugs, backlog items, enhancements).

Create clear, detailed, and actionable tickets within approved tracking tools (TFS/Azure DevOps/DeskPro).

Ensure all documentation is written to a standard that enables cross-team clarity and release readiness.

Develop Functional Specifications for larger initiatives, including process documentation and workflows, data descriptions, and screen mockups

Continuously build expertise across product lines through documentation, internal SME sessions, and regulatory updates.

Contribute to SDLC improvements and Agile best practices.

Provide input into ongoing product roadmap initiatives.

New Client or New Module, Implementations 

Lead full SDLC lifecycle for new implementations, including: requirements gathering, SOW development, project planning and tracking, coordination with Development for release alignment, release management, client training and post-go-live support

Apply a “Whatever It Takes” mindset to ensure successful launches and on-time delivery.

Maintain a high standard of professionalism and customer satisfaction throughout implementation phases.

Quality Assurance & Release Support

Act as lead secondary tester for assigned work items and helpdesk owned tickets.

Assist with broader testing efforts as needed.

Lead release package validation including deployment verification, report validation, and regression testing. 

Professional Services & Revenue Support

Identify opportunities to evolve the product while maximizing long-term value for the client

Collaborate with clients on change requests and additional value-add services (external systems integration, new module adoption, custom reporting, training, and more).

Distinguish between billable and non-billable work by understanding the core product offering and its value-add for each assigned client.

Other duties as assigned.

Qualifications

2–5 years of experience in a Business Analyst, Product Analyst, or similar role within a SaaS or technology-driven environment

Bachelor’s degree in Business, Information Systems, Finance, Computer Science, or equivalent practical experience

Strong experience eliciting and documenting business and functional requirements

Hands-on experience with ticketing systems such as TFS, Azure DevOps, Jira, and/or DeskPro

Project Management experience using Celoxis would be considered an asset

Experience working within Agile or Kanban SDLC frameworks

Proven ability to lead client-facing meetings and manage stakeholder communication

Experience triaging and coordinating high-severity production incidents

Ability to develop functional specifications including mockups and structured documentation

Experience in functional, regression, and release testing

Familiarity with release processes and deployment coordination

Strong written and verbal communication skills

Ability to manage multiple client priorities in a deadline-driven environment

Understanding of professional services concepts and billing structures

Strong analytical and problem-solving skills with high attention to detail

Experience in financial services, fintech, or other regulated industries is considered an asset

Base Compensation: 

Placement within the range is determined through the interview process and is based on a candidate's knowledge skills and qualifications for the role. Additional opportunities for compensation include, but are not limited to: 3 weeks base vacation, employer paid benefits, profit sharing and bonus program participation. 

What you can expect from us

Our performance-driven culture is built on teamwork. We are ranked as one of the top companies to work for by Great Place to Work Canada and recognized as one of the best places to work in technology. Passionate about fostering an environment that positions each team member to succeed and grow their career. We are committed to diversity and inclusion and demonstrate our values through equitable pay, fantastic benefits, and an inclusive and accessible environment for everyone. 

We invest time and resources to ensure TAO Solutions is as good as the people we hire. Here are some of the perks and benefits you can expect working at TAO Solutions. 

Competitive compensation package,

Participation in TAO's bonus program 

Profit-Sharing Program

Hybrid work model 

Flexible work arrangements to support you and your team

Collaborative organization that exemplifies autonomy  and creativity

Openness to new technology adoption and software advancement

Robust benefits package including: vision, medical, and dental

Yearly learning & professional development allowance

Company wide socials 

Internal team recognition platform (Bonusly)

Applicant Screening Notice

At TAO, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines.

TAO Solutions Inc. is an equal opportunity employer, committed to inclusion and diversity. All qualified applicants will receive consideration for employment without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other basis forbidden under federal, provincial, or local law, and will not be discriminated against on the basis of disability. Accommodations are available on request for candidates taking part in all aspects of the recruitment process. 

PDF RESUMES PREFERRED - ENSURE YOUR APPLICATION IS OCR (Optical Character Recognition) ENABLED

This posting is for a new vacancy on our Service Delivery team. TAO Solutions Inc. will communicate with you only through official email addresses and connected Linkedin profiles. We do not use WhatsApp, Facebook Messenger, etc. Our team will not ask you to send us money or technology through our processes.

RECRUITERS PLEASE DO NOT CONTACT