Business Systems Analyst

General information Job Posting Title Business Systems Analyst Date Thursday, December 11, 2025 City Victoria State BC Country Canada Working time Full-time Description & Requirements About MaximusAt Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies. Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Department SummaryPosition Summary The Business Systems Analyst at Maximus Canada acts as a strategic bridge between business needs and advanced technology solutions,leveragingartificial intelligence (AI), automation, and data analytics to drive operational excellence and digital transformation. This role ensures that technology investments directly support Maximus Canada’s businessobjectives, improve productivity, and enhance overall performance across omni-channel platforms such as Genesys Cloud CX.Your typical week at Maximus(what the duties entail):Technology Alignment & Business ValueEnsure all technology solutions—including AI-powered features—meet Maximus Canada’s business objectives, drive measurable productivity gains, and enhance contact center performance.Conduct strategic analysis of the contact center, identifying opportunities for automation and AI solutions that improve customer experience and operational efficiency.Requirements & Solution DesignGather and document business and technical requirements from stakeholders and end users.Map user journeys, design process flows, and create epics and user stories for development teams.Translate business requirements into CCaaS and AI solution specifications. CCaaSAI Integration & ImplementationCollaborate with Cloud Engineers, Solutions Analysts and platform teams to design, develop, and deploy CCaaS and AI solutions tailored to Maximus Canada’s needs.Integrate AI features (e.g. virtual agents, auto-QA, summarization) into CCaaS platforms, ensuring seamless handoff between Virtual and human agents.Lead testing and validation of CCaaS and AI systems, monitoring performance and iterating based on feedback and analytics. Validation & TestingDesign automated and manual test workflows, including detailed test cases.Schedule and validate User Acceptance Testing (UAT) sessions with clients, ensuring solutions meet business needs.Validate both automated and manual test workflow runs for accuracy and completeness.Stakeholder Management & Change AdoptionManage stakeholder relations, ensuring clear communication and alignment throughout project lifecycles.Lead organizational change management for CCaaS AI projects, including readiness assessments, communication plans, and training for end users and stakeholders.Participate in Change Advisory Board (CAB) meetings and client demonstrations as required. Governance, Documentation & TrainingDevelop and maintain team naming conventions and documentation standards.Ensure AI solutions comply with data privacy, security, and regulatory requirements.Monitor and address issues related to AI fairness, transparency, and explainability.Conduct regular training sessions for team members on new tools, processes, and AI capabilities. Performance Monitoring & CollaborationDefine and track KPIs for AI and CCaaS initiatives, using advanced analytics and visualization tools (e.g., Power BI, Microsoft Fabric) to measure impact and ROI.Monitor and report on project progress, performance metrics, and business outcomes.Collaborate with IT and other departments to ensure seamless integration of new systems and solutions.Identify and architect solutions to remove technical debt and improve system integration.What you offer usProven experience in business analysis, with hands-on exposure to AI and integration projects in contact center or SaaS environments.Nice to have: Genesys Cloud Certified Professional or AWS Connect Communications Specialist.Knowledge Skills and AbilitiesStrong understanding of AI concepts, data modeling, and analytics platforms.Experience with CCaaS platforms (e.g., Genesys Cloud), cloud services, and API integrations.Genesys Cloud Certified Business Analyst or Genesys Cloud Certified Associate.Proficiency in requirements gathering, process modeling, and solution documentation.Excellent communication, stakeholder engagement, and change management skills.Education and ExperienceBachelor’s degree in business, Computer Science, or related field.OtherMust be able to pass a Criminal Record CheckMust be eligible for Ontario and Federal Security clearances.What we offer you We valueyour work, which enables us to continuously raise the bar on how we can best serve citizens worldwide.Maximus Canada offersthe following:Competitive market-based salariesComprehensive employer-paid benefits from day oneFour weeks of paid vacationGroup Retirement Savings PlanHybrid and remote work environments in CanadaWorkplace Telework allowance Annual paid bonus based on overall company performance Employee appreciation events Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous,ethnicand cultural origins, sexualorientationsand gender identities recognizing that this is paramount for the growth and success of our organization.Salary Range–$72,972 to $90,702 annuallyMaximus Global Core ValuesAccountability - Accepting responsibility to solve problems and rise to each challengeCollaboration - Partnering to instill trust and working as oneCompassion - Empowering humanity by applying empathy and insight to every interactionCustomer Focus - Cultivating an authentic desire to help others succeedInnovation - Embracing change and championing new ways forwardRespect - Valuing the work we do, who we do it with, and the people we serveWe will be accepting applications untilthe position is filled.Please note that while all applications are appreciated, only those candidates selected foraninterview will be contacted.(No Agencies,Please)