Job Description

RBC Advice Center, Branch Technology (ACBT) seeks a Senior Business Systems Analyst to drive end-to-end requirements delivery for contact center systems supporting the RBC Advisor network. This role bridges business and technology, ensuring seamless alignment between stakeholder needs and system capabilities across complex development projects. You’ll collaborate with Agile teams, manage competing priorities, and deliver high-quality solutions while fostering strong partnerships with IT and business stakeholders.

What will you do?

• Lead Requirements Management: Plan, elicit, analyze, and document business and system requirements (e.g., user stories, process flows, use cases, and acceptance criteria).

• Bridge Business and Technology: Translate business needs into technical specifications, ensuring solutions align with organizational goals.

• Agile Collaboration: Partner with Product Owners and Agile teams to prioritize features, refine backlogs, and support sprint planning.

• Subject Matter Expertise: Develop deep knowledge of contact center systems, becoming a go-to resource for both business and technical landscapes.

• Risk and Quality Management: Identify risks, dependencies, and mitigation strategies; review test plans and ensure deliverables meet quality standards.

• Documentation & Knowledge Sharing: Maintain reusable system documentation and process repositories (e.g., data catalogs, business rules).

• Stakeholder Engagement: Build rapport with cross-functional teams, third-party partners, and business units through clear communication and presentations.

• Leverage AI for Process Optimization: Identify opportunities to apply AI/ML solutions to enhance contact center systems, improve efficiency, and streamline business processes (e.g., predictive analytics for customer interactions or automation of routine tasks).

What do you need to succeed?

Must have:

• 5+ years of experience as a Business Systems Analyst or Business Analyst.

• Bachelor’s degree in computer science

• Proven expertise in requirements planning, analysis, and documentation (e.g., user stories, process modeling, UI design, and acceptance criteria).

• Experience with Agile and iterative/Waterfall methodologies in large-scale projects.

• Strong technical and non-technical communication skills, with proficiency in tools like Jira, Confluence, Visio, Lucidchart, and Mural.

• Ability to manage multiple priorities and deliver under tight deadlines.

Nice-to-have:

• Familiarity with APIs and contact center advisor systems.

• Hands-on data analysis experience.

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Flexible work/life balance options

Job Skills

Agile Methodology, Agile Methodology, Agile Requirement Management, Atlassian Confluence, Atlassian JIRA, Business Analysis, Business Analysis Tools, Business Data Analysis, Business Process Management (BPM), Business Process Modeling, Business Process Modeling Notation (BPMN), Business Requirements, Business Requirements Analysis, Business Rules, Commercial Acumen, Create User Stories, Critical Thinking, Data Analysis, Decision Making, Functional Requirement Specifications, Group Problem Solving, Interpersonal Relationship Management, Iterative Methodology, IT Requirements, Prioritization {+ 6 more}

Additional Job Details

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

Toronto

Canada

37.5

Full time

TECHNOLOGY AND OPERATIONS

Regular

Salaried

2026-07-23

2026-08-24

Note Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.