Business Analyst – Toronto

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, headquartered in Brisbane, Australia, has company-owned leisure and corporate travel businesses in 23 countries. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!

About The Opportunity

Join Flight Centre Travel Group’s Digital Workplace Team and play a key role in shaping the tools and platforms that support our global Onboarding and Customer Success teams. This is an exciting opportunity for an analytical and detail-oriented Business Analyst who enjoys solving business problems, uncovering insights, and translating stakeholder needs into meaningful outcomes. You’ll collaborate closely with Product Managers, Developers, QA resources, and business stakeholders to ensure solutions deliver measurable business value.

Key Responsibilities

• Gather and analyze business context through stakeholder engagement, process documentation, support records, operational evidence, and business communications.
• Complete Project Analysis for new products and Change Request Analysis for enhancements to existing platforms.
• Document current-state processes, business impacts, risks, dependencies, and feasibility considerations.
• Structure work into business-outcome-focused Epics and produce comprehensive Business Analysis documentation.
• Define and document business requirements, expected outcomes, acceptance criteria, and key success measures.
• Write detailed acceptance criteria using Given/When/Then methodology.
• Provide business-impact data, supporting evidence, and scope recommendations to assist prioritization decisions.
• Leverage approved AI tools to improve analysis quality, identify gaps, validate requirements, and challenge assumptions while maintaining accountability for final outputs.
• Facilitate requirements workshops, walkthroughs, and stakeholder discussions.
• Ensure approved business decisions and requirements are accurately documented before design commences.
• Support Design, Development, QA, and UAT activities by providing timely business clarification and requirement updates.
• Participate in design reviews to confirm alignment between solutions and approved business outcomes.
• Lead UAT planning, execution, defect management, retesting activities, and final business sign-off.
• Maintain complete and traceable requirements, decisions, and documentation within Notion.
• Maintain process maps and delivery flows using approved modeling tools.
• Review support cases, usage trends, recurring issues, and feedback to identify opportunities for improvement.
• Apply sound judgement when handling customer, business, operational, and system information.
• Communicate effectively across technical and non-technical audiences, global regions, and multiple time zones.
• Other duties and tasks as assigned.

Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Experience & Qualifications

• Previous experience as a Business Analyst, ideally within enterprise SaaS, CRM, low-code, automation, or digital workplace environments.
• Demonstrated experience producing structured business analysis from problem definition through implementation and UAT.
• Strong experience writing Given/When/Then acceptance criteria.
• Experience maintaining traceability between business requirements, design decisions, testing, and sign-off activities.
• Proven ability to synthesize complex, incomplete, or conflicting information into clear business requirements.
• Strong understanding of business analysis methodologies and stakeholder management practices.
• Experience collaborating with developers, technical leads, and cross-functional delivery teams.
• Experience using AI tools to support requirements analysis, validation, or quality review.
• Experience using Notion or similar requirements and documentation platforms.
• Exposure to Nintex K2, Microsoft Power Platform, Salesforce, or comparable workflow and automation platforms.
• Knowledge of Dataverse, Azure, integrations, Azure DevOps, GitHub, or similar technologies is advantageous.
• Experience with Lucidchart or comparable process-modeling tools is preferred.
• Excellent written and verbal communication skills.
• Strong facilitation, stakeholder engagement, and problem-solving skills.
• Ability to manage confidential and sensitive information appropriately.
• CBAP, PMI-PBA, or related Business Analysis certification is advantageous.
• Ability to collaborate across global time zones, including occasional early morning or evening meetings.

Work Perks! - What’s in it for you:

• Generous paid time off policy.
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services.
• National/International Award Nights and Conferences.
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care.
• Insurance including life, AD&D, critical illness, long term disability.
• Employee Assistance Program.
• RRSP/RPP with matching.
• Tuition Reimbursement Program.
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
• Global career opportunities in a network of brands and businesses.

Location – Toronto, Canada

For this position, we anticipate offering an annual salary of $70,000 - $90,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill. We welcome applications from candidates with diverse experiences. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca.