Business Support Analyst

Position Description The Business Support Analyst provides technical and operational support across business units, ensuring effective issue resolution, system functionality, and workflow optimization. This role bridges the gap between end users, technical teams, and business stakeholders by troubleshooting issues, documenting processes, analyzing system behaviors, and supporting the delivery of digital tools and services. The ideal candidate has strong communication skills, hands-on technical support experience, and the ability to thrive in a multi-organization, complex environment. Your future duties and responsibilities

• Provide first and second level technical support to end users across multiple business units and partner organizations.
• Troubleshoot issues related to operating systems, office productivity tools, enterprise applications, and server environments.
• Log, track, and manage support requests using tools such as SharePoint, Microsoft Outlook, and Microsoft Teams.
• Develop and document support procedures, troubleshooting guides, and escalation paths.
• Analyze business processes and identify opportunities for workflow and system improvements.
• Document business requirements, process maps, and use cases for technical and non technical audiences.
• Support testing and validation of web applications, including defect identification and verification of fixes.
• Assist users with web based tools involving authentication, data transactions, and client server interactions.
• Collaborate with technical teams, project teams, and stakeholders to support digital solutions and system enhancements.
• Communicate technical issues and solutions clearly to users, non technical staff, and IT teams.
• Coordinate support activities across multiple organizations to ensure consistency and alignment.
• Monitor system performance issues and support the resolution of recurring technical problems.

Required Qualifications To Be Successful In This Role

• Minimum 2 years of direct experience as a Technical Support Analyst or Business Analyst.
• Demonstrated experience using support and collaboration tools such as SharePoint, Microsoft Outlook, and Microsoft Teams (or comparable platforms).
• Strong understanding of IT environments including operating systems, office software suites, enterprise systems, and server environments.
• Experience providing technical support in complex, multi-organization environments, including problem investigation, escalation path development, and procedure documentation.
• Excellent verbal and written communication skills, with the ability to translate technical concepts for diverse audiences.
• Familiarity with web application functionality, including authentication workflows, digital forms, client server architecture, and process logic.

Preferred Experience

• Experience with cross device, cross browser, and version-based web testing.
• Background in the healthcare sector or digital health systems.
• Experience in citizen-facing digital services or government/regulated environments.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $50,000.00–$95,000.00 This role is a future opportunity. Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter. To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries. Come join our team—one of the largest IT and business consulting services firms in the world.