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About the Role

The Business Systems Analyst (BSA) is responsible for client account management and ongoing product development support. The BSA acts as the primary liaison between clients and internal teams, ensuring customer satisfaction and product evolution to meet client needs.

Responsibilities

• Lead client status meetings, tracking open bugs, backlog items, enhancement requests, and professional services opportunities.
• Analyze, document, and manage client requests including support items, bugs, performance issues, backlog enhancements, and 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, maintaining continuous client communication for Severity 1 production issues.
• Provide daily internal status updates and track active Kanban/TFS items.
• Deliver client training during implementations or upon request.
• Coordinate with the Release Team on upcoming releases and prepare/distribute release notes.
• Serve as the owner of assigned tickets (bugs, backlog items, enhancements).
• Create clear, detailed, and actionable tickets within approved tracking tools.
• 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, 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.
• Lead full SDLC lifecycle for new implementations, including requirements gathering, SOW development, project planning, and coordination with Development.
• 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.
• 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.
• 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.
• Distinguish between billable and non-billable work by understanding the core product offering and its value-add.
• Perform other duties as assigned.

Requirements

• 3-5+ 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.
• Embrace AI as a force multiplier using it to accelerate thinking, speed and scale while ensuring human judgement owns the outcomes.
• Stay current on AI and technological developments that can support work and industry.
• Approach problems with curiosity before conclusions and challenge assumptions and the status quo.
• 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 required, especially with using Celoxis 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.
• Proven ability to act as a trusted advisor and strategically support and build client relationships.
• Familiarity with release processes and deployment coordination.
• Strong written and verbal communication skills among cross-functional teams.
• Ability to manage multiple client priorities in a deadline-driven environment with a track record of success.
• 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 weighted heavily and considered an asset, especially experience within the structured finance space.

Skills

• Business Analysis
• Product Analysis
• SaaS
• Technology
• AI
• Business Requirements
• Functional Requirements
• TFS
• Azure DevOps
• Jira
• DeskPro
• Project Management
• Celoxis
• Agile
• Kanban
• SDLC
• Client-facing meetings
• Stakeholder communication
• Incident management
• Functional specifications
• Mockups
• Structured documentation
• Functional testing
• Regression testing
• Release testing
• Client relationship management
• Release processes
• Deployment coordination
• Written communication
• Verbal communication
• Cross-functional team collaboration
• Client prioritization
• Deadline management
• Professional services concepts
• Billing structures
• Analytical skills
• Problem-solving
• Attention to detail
• Financial services
• Fintech
• Structured finance

Location

• Toronto
• Sydney, Australia
• San Diego, USA

Work Type

• Hybrid
• Flexible work arrangements

Experience Level

• Intermediate
• Senior

Education Level

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

Salary/Compensations

• $80,000 - $110,000

Benefits

• 3 weeks base vacation
• Employer paid benefits
• Profit sharing
• Bonus program participation
• Competitive compensation package
• Employee Profit-Sharing Program
• Yearly professional development allowance
• Team socials
• Internal team recognition platform

About the Company

• TAO Solutions is a boutique software provider specializing in securitization and structured finance technologies.
• The company's mission is to be the global leader in niche solutions that bring transparency, flexibility, automation, robustness, and analytical rigor to complex financial programmes.
• Headquartered in Toronto with offices in Sydney and San Diego.
• Operates with an entrepreneurial, forward-thinking mindset where innovation is encouraged and initiative is valued.
• Provides an environment where talented individuals can make a meaningful impact and shape the company's future.

Equal Opportunity

• 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.