Role Overview
We are seeking a Business Systems Analyst to act as a bridge between business stakeholders, technical teams, and external vendors. This role is responsible for gathering requirements, analyzing business processes, configuring and testing applications, and ensuring systems are fully adopted, secure, and aligned with client and internal business needs.The ideal candidate has experience working with CRMs, ERPs, enterprise applications, or large websites, and is comfortable supporting both internal teams and client environments in a multi-project, agency setting.
Key Responsibilities
Business Analysis & Requirements Gathering
-Confer with internal teams and client stakeholders to understand operational needs and system requirements
-Translate business needs into clear functional specifications for business applications
-Analyze existing workflows and assess the impact of new or enhanced systems on current processes
-Conduct fit-gap analyses and recommend system configurations or process redesigns
Application Evaluation & Implementation
-Participate in the evaluation, selection, and onboarding of new applications and platformsResearch vendors and support procurement processes, including RFP development
-Configure, test, and validate software to ensure it meets approved functional specificationsCollaborate with technical and integration teams to ensure applications interact smoothly with other systems
Testing, Optimization & Utilization
-Lead or supervise user acceptance testing (UAT) and in-depth system testing
-Establish utilization audits to ensure systems are fully leveraged and meeting user needs
-Monitor application performance and adoption, recommending enhancements or process improvements
-Work with vendors on potential software modifications or upgrades when required
Training, Support & Adoption
-Train new users and deliver refresher training for existing users
-Develop and deliver presentations and system demonstrations to communicate the impact of new or upgraded applications
-Adapt training methods to varying technical skill levels and learning styles
-Act as a primary resource and troubleshooter for application users, diagnosing issues and identifying solutions
-Monitor user competency and collaborate with supervisors to recommend retraining or one-on-one support
Documentation & Knowledge Sharing
-Prepare business cases, project plans, system specifications, and implementation documentationMaintain detailed records of system decisions, configurations, and implementation rationale
-Develop and maintain user manuals, training guides, and process documentation
-Collaborate with technical teams to document system architecture, integrations, backups, and recovery procedures
-Share best practices and lessons learned across Zap Media’s internal teams
Security, Governance & Continuous Improvement
-Develop, implement, and maintain system access controls and security procedures
-Recommend or create policies governing system use and revised business proceduresAnalyze proposed business or system changes for operational impact, efficiency gains, and risk
-Stay current on application updates, industry best practices, and emerging technologies through training and vendor programs
Required Qualifications
-2+ years of experience as a Business Systems Analyst, Systems Administrator, Application Analyst, or similar role
-Strong experience gathering requirements and translating them into functional specifications
-Experience supporting or configuring CRMs, ERPs, or enterprise SaaS platforms
-Ability to troubleshoot system, process, and user-adoption issues
-Strong documentation, communication, and stakeholder-management skills
Preferred / Asset Experience
-Experience managing CRMs (e.g., HubSpot, Salesforce, Zoho, Monday.com)
-Experience with ERPs, finance systems, or operational platforms
-Supporting large or high-traffic websites or complex application ecosystems
-Familiarity with automation tools, integrations, or no-code/low-code platforms
-Experience working in an agency or multi-client environment
What We Offer
-Competitive salary: $60,000 – $80,000 CAD
-Optional medical benefits after a 3-month probation period
-Remote-first flexibility with Ottawa team presence
-Exposure to diverse industries, platforms, and transformation projects
-Opportunity to grow into senior systems, product, or solutions architecture roles
