Job Description Insight Global is seeking a Business Systems Analyst (BSA) to support a major AI implementation initiative at a leading Canadian bank. This role is part of a dynamic team focused on enhancing customer experience through innovative technology solutions. The ideal candidate will have a strong background in business analysis, with proven experience transitioning into system-focused roles, and exposure to contact center environments. Key responsibilities include the below: -Collaborate with business and technical stakeholders to gather, analyze, and document business and system requirements. -Support project delivery within a Waterfall methodology framework. -Partner with UI/UX teams to ensure intuitive and seamless user experiences across customer-facing platforms. -Interface with contact center technologies and agent desktop platforms to support operational efficiency. -Contribute to solution design, testing, and implementation phases. -Assist in projects involving financial transaction systems and API integrations. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements -5+ years of experience in Business Analyst (BA) or Business Systems Analyst (BSA) roles, preferably within the financial services sector. - understanding of customer experience platforms and contact center operations. -Experience collaborating with UI/UX teams and working on customer-facing technologies. -Solid grasp of financial transaction processes and API architecture. -Excellent communication, stakeholder management, and documentation skills. -Career progression from Business Analyst to Business Systems Analyst. -Experience working in enterprise-level environments with cross-functional teams. -Familiarity with tools like Genesys, Verint, or other agent desktop platforms (not required but beneficial). -Exposure to IVR systems is a plus but not mandatory.