PSA - Business Systems Analyst - EZRA
Description
Job Role: Business Systems Analyst - PSA (Professional Services Automation)
Location: Toronto, Canada - Hybrid, 3 days per week onsite
Who We Are
We believe everyone can be better with a coach... and we won’t stop until we get there.
Coaching changes people’s lives. It helps them be happier and more productive in their work. It turns entire companies into more inclusive, more productive places to be. That’s why we’ve made it easy for more people – not just those at the top – to benefit from the world’s best coaches. This is true of our EZRA team. We believe a happy team is a productive one. We help our people grow, to care deeply about and be proud of what we do.
The Role
We’re looking for a highly organized, solution-oriented individual who can balance operational needs with technical product knowledge. You'll support the day-to-day operations, enhancements, and data management of EZRA’s platforms (Force.com, Certinia PSA, Certinia Accounting, SFDC Partner Communities, and integrations). You’ll work closely with business and technical teams to triage production issues, document and prioritize enhancement requests, and ensure data quality across systems. This role is a great opportunity for someone looking to grow their experience in business systems, operations, and cross-functional collaboration.
The Team
The Operational Excellence (OE) team supports the entire organization and oversees the highest-impact and most complex cross-functional internal projects. Our mission is to establish effective ways of working that empower scalability and achieve business results. OE is responsible for operationalizing innovation, project managing complex projects, and enabling teams and clients to leverage EZRA’s new products and tools The team sits within the largest function at EZRA, Customer Experience & Operations.
This role report will report to the PSA Platform Owner, based in Toronto. This role is an Individual Contributor and has no direct reports.
What You’ll Do:
- Monitor and triage system issues and business requests, escalate as needed, track and test small enhancements and configuration changes, support UAT for releases and bug fixes, collaborate with tech and LHH teams on fixes and improvements, and document user feedback, enhancement ideas, and defects.
- Support project coordination by managing meeting logistics, notes, and follow-ups; organize design requirements, enhancement requests, and bugs; contribute to internal process and tooling improvements; partner with Enablement on rollouts, training, and change management; ensure clear, risk-aware communication; and align related initiatives across the EZRA business impacting the system.
- Conduct routine data quality reviews and updates, support adoption reporting and system usage tracking, collaborate with analytics leads to maintain accurate dashboards, and help manage and improve data accuracy and governance processes.
- Act as a liaison between business users and technical teams to ensure clear communication and smooth delivery, support scheduling and preparation for cross-functional alignment meetings, and maintain documentation of key decisions, actions, and open questions.
- Maintain deep understanding of the platform—including CRM, PSA, FFA, and integrations with Delivery Management and Accounting systems—leverage Force.com knowledge to communicate technical needs and interpret releases, prioritize EZRA backlog by severity and impact, and lead UAT and end-user training in collaboration with Tech, QA, BA, Enablement, and Workstream Leads.
About You
- 3–5 years of experience in Operational Project or Product Management within a product team, with strong technical acumen and hands-on involvement in system implementation and agile development.
- Proven ability to translate business needs into technical requirements, with experience in business analysis and a deep understanding of platform design, components, and customizations—ideally within Certinia and Force.com environments.
- Strong cross-functional project coordination skills, with the ability to manage competing deadlines, influence stakeholders, and hold teams accountable in high-pressure, ambiguous environments.
- Effective collaborator with experience building relationships across local and global teams, breaking down silos, and leading change through innovation and inclusive practices.
- Proficient in tools and systems, including Microsoft Office Suite, ADO, Jira (or similar), project management platforms, and advanced Excel for data manipulation, analysis, and presentation.
- Self-starter and adaptable leader who balances commitment to business goals with a people-first mindset; brings resilience, curiosity, and a continuous improvement mindset to every challenge.
What We Offer
- Your Own World Class Coach
- Friends and Family Coaching
- Charity Days
- Learning and Development Budget
- Weekly Wellbeing Hour
- Health Insurance
- Regional Retirement Savings Plan
- Health and Fitness Reimbursement Plan
- Supplementary Health Plan
#LI-Hybrid
We are an equal opportunity employer dedicated to having a successful, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.
We are an equal opportunity employer dedicated to having a successful, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.