Technical Business Analyst - Sales Product Management Portfolio

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

At Air Canada, we are passionate about building great product experiences that help our customers travel the world. As the company continues to evolve, Product Management and IT play a leading role across the customer journey. We are investing not only in what and how we build, but also in a collaborative, outcome-focused culture.

Air Canada seeks a highly motivated, analytical, and detail-oriented Technical Business Analyst to join the IT team supporting the Sales Product Management portfolio. The successful candidate will translate business objectives and customer needs into clear, testable requirements and solution outcomes. Working closely with Sales, Distribution, Digital, Commercial, Contact Centres, IT delivery teams, and SaaS providers, this role will help deliver integrated capabilities that support sales growth, strengthen agency and corporate customer experiences, and advance Air Canada’s commercial strategy.

Responsibilities:

• Partner with Product Managers and Product Owners to understand the product vision, roadmap, portfolio priorities, KPIs, and intended business outcomes.
• Lead business and technical analysis for sales-related capabilities, from discovery and problem definition through implementation and post-release optimization.
• Elicit, analyze, document, and validate functional and non-functional requirements through interviews, workshops, process reviews, data analysis, and solution walkthroughs.
• Translate business needs into clear features, user stories, acceptance criteria, business rules, process flows, data mappings, interface requirements, and traceability artifacts.
• Assess current-state and future-state business processes, identify gaps and dependencies, and recommend practical improvements that increase customer adoption, operational efficiency, and solution quality.
• Collaborate with Solution Managers, System Architects, developers, quality assurance teams, Release Train Engineers, cybersecurity, data teams, and external partners to support feasible and scalable solution designs.
• Analyze system integrations and end-to-end impacts across sales, distribution, digital, commercial, contact centre, and third-party platforms.
• Maintain a well-defined and delivery-ready backlog by supporting refinement, prioritization, estimation, dependency management, and readiness for Program
• Increment and sprint planning.
• Support the Product Manager in defining PI objectives, release scope, milestones, assumptions, risks, and measurable outcomes.
• Facilitate stakeholder workshops, solution reviews, backlog refinement sessions, demos, and other forums that create shared understanding and timely decisions.
• Work with SaaS providers to clarify product capabilities, configuration options, roadmap alignment, release impacts, defects, service issues, and delivery commitments.
• Collaborate with QA and business teams to develop test scenarios and acceptance criteria, support system and integration testing, coordinate business validation and user acceptance testing, and help assess release readiness.
• Investigate production issues and business-reported defects by documenting symptoms, impacts, expected behaviour, evidence, and resolution requirements.
  Create and maintain concise documentation for requirements, processes, decisions, data, integrations, controls, operating procedures, and handovers to support teams.
• Support change readiness and adoption by contributing to impact assessments, stakeholder communications, training materials, release notes, and operational transition plans.
• Provide analysis and inputs for business cases, portfolio reporting, technology estimates, benefits tracking, adoption metrics, risks, and executive updates.
• Promote consistent analysis practices, reusable templates, continuous improvement, and effective collaboration across business and technology teams.

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, Information Systems, Engineering, or a related field, or equivalent relevant experience.
• Approximately 4 or more years of experience in business analysis, technical analysis, product delivery, sales enablement, commercial technology, or a related field.
• Demonstrated experience translating business needs into functional and technical requirements for complex, integrated solutions.
• Strong analytical and problem-solving skills, with the ability to structure ambiguity, identify root causes, and communicate practical options and recommendations.
• Ability to communicate clearly with both business and technical audiences and to facilitate alignment across diverse stakeholder groups.
• Experience with requirements elicitation, process modelling, user stories, acceptance criteria, data mapping, interface analysis, and requirements traceability.
• Working knowledge of software development life cycle practices and at least one Agile delivery approach such as Scrum or SAFe.
• Hands-on experience with delivery and collaboration tools such as Jira and Confluence.
• Experience supporting testing, defect triage, user acceptance testing, release readiness, and production issue analysis.
• Ability to manage multiple priorities and dependencies in a fast-paced, matrixed environment while maintaining attention to detail and delivery commitments.
• Strong relationship-building skills, sound judgement, accountability, curiosity, adaptability, and a collaborative team mindset.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Preferred Assets

• Experience with SaaS products, vendor-led delivery, third-party integrations, APIs, data exchanges, or configurable enterprise platforms.
• Experience in airline or travel industry domains such as Sales, Distribution, Corporate Travel, Agency Management, Commercial, Loyalty, Digital, or Contact Centres.
• Knowledge of B2B sales journeys, agency or corporate customer servicing, commercial platforms, customer identity, payments, CRM, or partner connectivity.
• Business analysis or Agile certification such as CBAP, CCBA, PMI-PBA, IIBA-AAC, SAFe, or equivalent is an asset.

Success Profile

• Customer-centric and outcome-driven, with a strong understanding of how technology enables sales and servicing experiences.
• Comfortable moving between business processes, customer journeys, data, integrations, and delivery details.
• A trusted connector who creates clarity, surfaces risks early, and helps teams make informed decisions.
• Proactive, organized, and committed to quality, continuous learning, and continuous delivery.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.