Senior (10+ Years) Business Analyst with AI experience to support the ongoing enhancement of digital service delivery and workload optimization initiatives

Our valued public sector client is in need of a Senior (10+ Years) Business Analyst with AI experience to support the ongoing enhancement of digital service delivery and workload optimization initiatives.

In support of the CRA's Partner Services and Strategy team under Digital Content Design, the successful candidate will contribute to the modernization of online services such as My Account and public-facing digital platforms. This role is part of CRA’s broader effort to improve usability, integrate AI solutions into digital workflows, and optimize internal intake and workload prioritization processes.

Tasks Include:

• Analyze, document, and improve how users interact with CRA’s digital products, with a strong focus on data usability and accessibility.
• Work with internal teams to identify opportunities where AI can support design, automation, and service delivery.
• Lead or support Lean process improvement initiatives, identifying operational pain points and piloting solutions.
• Collaborate on the evolution of intranet infrastructure connected to HR and Pay systems, leveraging SharePoint Online and M365 tools.
• Recommend AI-driven enhancements to improve client-facing services and ticketing system efficiencies.

Must Have:

• Reliability clearance
• 10+ years’ experience as a Business Analyst
• Demonstrated experience working with AI technologies in a digital or public-facing environment
• Experience in usability, data presentation, and service design
• Familiarity with cloud-based environments, specifically AWS and Azure
• Experience working within the federal government or large enterprise setting

Nice to Have:

• Experience with SharePoint Online, M365, or Co-Pilot integration
• Experience running Lean process improvement initiatives
• Knowledge of HR/payroll systems integration
• Experience managing or improving intake and ticketing systems