Business Analyst (Ottawa (Downtown), ON, CA)

Business Analyst

Take a central role

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment. 

Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.  

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers:  Working Here - Bank of Canada

Find out more about the next steps in our Recruitment process. 

In addition to the position being staffed, this competition may be used to fill similar opportunities (Regular or Term) that become available at the same job grade. If you’re interested in this type of role, we encourage you to apply.

About the position 
We are seeking an innovative and skilled Business Analyst to join our Enterprise Customer Relationship Management (CRM) IT team! We are a collaborative and diverse team within ITS responsible for delivering and evolving enterprise business solutions using Microsoft Dynamics 365, Power Platform and Azure services.

You will join a dynamic Scrum team working with business and technology partners to understand their needs, define requirements, and design and deliver effective CRM solutions. Our team supports existing solutions, including the Bank’s regulatory platform for Retail Payments Supervision, while also developing new CRM solutions to support emerging business needs and mandates across the Bank.

You will have the full support of your leader and teammates to enhance your skills, experiment with new technologies and approaches, and further your career through our customizable Learning & Development programmes across areas such as mentorship, architecture and analytics, as well as relevant certifications.
  

What you will do 
As a Business Analyst, you will support the information gathering, analysis and development of functional and non-functional requirements for the Enterprise CRM, ensuring that it is aligned with business objectives, and driving continuous improvement to achieve better results. 
  

More specifically, you will:

• Elicit, analyze, and document high-quality functional and non-functional requirements with clear acceptance criteria and testability built in.
• Ensure all requirements are traceable, verifiable, and aligned with business objectives and CRM strategy outcomes.
• Assess CRM data models, fields, forms, views and business processes to identify opportunities to simplify, standardise and improve the user experience.
• Facilitate stakeholder discussions and document key decisions to distinguish enterprise-wide requirements from business-area-specific needs and extensions.
• Define and document current-state and future-state processes with a focus on control points, risk areas, and validation needs.
• Translate business requirements into detailed, testable specifications to support solution design, development, and QA activities.
• Collaborate with functional and technical teams to develop test strategies, test scenarios, and test cases based on business requirements.
• Support and actively participate in system testing, integration testing, user acceptance testing (UAT), and regression testing.
• Establish and support quality metrics and performance indicators to measure CRM solution effectiveness and detect trends
• Conduct regular solution reviews and gap assessments to identify quality risks, control weaknesses, and improvement opportunities.
• Validate that enhancements and releases meet defined acceptance criteria and business readiness standards before deployment.
• Ensure compliance with regulatory, legal, security, and organizational policy requirements through requirements controls and validation checks.
• Coordinate with external partners and vendors to verify integration quality, interface requirements, and data validation rules.
• Support development of user training and documentation with accuracy and completeness checks to ensure adoption readiness.
• Collaborate with stakeholders to define KPIs and develop dashboards and reports that track business performance and adoption metrics.
• Promote continuous improvement by feeding testing insights, defect patterns, and user feedback back into requirements and process refinement.
• Provide recommendations for system enhancements, workflow optimization, and adoption initiatives, leveraging 365 Dynamics capabilities to increase operational efficiency. 

What you need to succeed 
You are a self-starter with strong communication and interpersonal skills who can build and maintain relationships across multiple levels of partners (both internally and externally). You also have a strong attention to detail, are analytical, and capable or solving problems independently or as part of a team.   
  

In addition, you have experience in:

• business analysis and/or process improvement within an IT environment  
• validating software solutions and conducting testing as required
• business requirements elicitation and documentation (e.g. functional & non-functional requirements, user stories, acceptance criteria, business rules)
• utilizing digital tools and digital ways of working (e.g. Azure DevOps, Confluence, ServiceNow) 
    

As well as functional and testing expertise with Dynamics 365 CRM including a deep understanding of the platform's features and capabilities, as well as the ability to customize and configure the system to meet the unique needs of the organization. 
  

Nice-to-have

• Relevant Business Analysis designations/certifications (CBAP, etc.)
• Experience in technical writing (e.g. business requirements, test cases)
• Dynamics 365 Certification (MB-200)
• Familiarity with AI-enabled productivity and analytical tools.

  
Your education and experience  
Your combined education and work experience demonstrates that you have the proficiencies and skills for the role.  We are ideally seeking candidates with a relevant degree/diploma and 5+ years of relevant experience. 

Innovative Mindset

We value candidates who demonstrate adaptability, curiosity, and a willingness to learn new technologies, including AI and digital tools. We seek individuals who can think critically about data, question existing processes, and find ways to simplify our work while embracing change and new ways of doing things. 

Language requirement
The Bank’s work environment is conducive to the use of both of Canada’s official languages - English and French.  The position language requirement is Level 5 (Fully Functional).  If a qualified candidate who meets the language requirement of the position is not found, a qualified candidate who does not meet the language requirement may be considered. Training may be provided to help reach the required level.  Both bilingual and unilingual candidates are encouraged to apply. 

What you need to know

• • Priority will be given to Canadian citizens and permanent residents
  • Security level required: Be eligible to obtain Reliability 
  • There will be no relocation assistance provided
  • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 

Hybrid Work Model

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a portion of each month as part of the Bank’s hybrid work model, and they are expected on site at the Bank location a minimum of 12 days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.  

What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider. 

• • Salaries are based on qualifications and experience and typically range from $94,193 to $110,816 (job grade 16)
  • The Bank offers an incentive for successfully meeting expectations at  5 to 7% of your base salary. The Bank offers additional performance pay (3%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
  • Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
  • Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
  • Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.