Technical Business Systems Analyst (OMS)

Hybrid: Markham, Ontario

Job Description:

Job Overview

Pet Valu is on an exciting digital commerce transformation journey, and we’re seeking a Technical Business Systems Analyst (BSA) to play a pivotal role in shaping the future of our Order Management capabilities. As part of our Digital Engineering & Customer-Facing Technology team, you’ll act as the liaison between business, operations and technology — translating complex needs into scalable, high-impact solutions across our OMS and its connected ecosystem.

In this role, you’ll combine a deep understanding of the Order-to-Cash process with strong skills in system integrations, APIs, workflows, and data flows, to design and support solutions that improve fulfillment efficiency, inventory visibility, and customer experience.

Reporting to the Senior Manager, Technical Products, you’ll have the unique opportunity to contribute to multiple large-scale transformative initiatives over the next few years — influencing how Pet Valu serves its customers and franchise partners in an increasingly omnichannel world.

Essential Duties and Responsibilities

• Requirements Analysis: Partner with cross-functional teams — including Digital Product, Operations, Finance, Customer Care, and Supply Chain — to gather, document, and analyze business needs. Translate complex requirements into clear, actionable user stories and technical specifications.
• System Design & Integration: Translate business requirements into detailed functional and technical specifications. Manage data and process flows across key platforms such as OMS, ERP, WMS, Commerce, Payments, Loyalty, and POS to ensure seamless system integration.
• Configuration & Technical Support: Support the setup, configuration, and ongoing maintenance of the Order Management System (OMS). Analyze payloads, troubleshoot technical issues, and manage change requests to maintain system stability and performance. Identify opportunities to automate workflows, streamline processes, and enhance the order-to-cash lifecycle.
• Troubleshooting & Production Support: Work closely with offshore support while independently investigating and resolving production issues by analyzing payloads, logs, and data flows; coordinate with customer care, support and engineering teams to implement fixes, prevent recurrence, and minimize business impact.
• Testing & Quality Assurance: Collaborate with QA teams to develop comprehensive test plans, support user acceptance testing (UAT), validate features, and ensure new functionality meets requirements. Support production deployments and post-release validation.
• Project Participation: Participate in Agile Scrum ceremonies, contributing to sprint planning, backlog grooming, and iterative delivery. Lead specific initiatives or workstreams as needed, ensuring solutions are delivered on time, on scope, and aligned with business priorities.
• Documentation & Training: Create and maintain technical and process documentation, including system diagrams, data flows, and configuration references. Communicate solutions clearly to technical and non-technical audiences and provide training or support to end users as required.
• Process Improvement: Identify inefficiencies and gaps across order management workflows; recommend and implement automation, optimization, or integration enhancements to improve system performance and business outcomes.

Skills & Qualifications

Education & Experience

• Bachelor’s degree in Computer Science, IT, Business, or related field.
• 5+ years as a BSA or similar role (retail systems experience preferred)
• Experience with OMS or Enterprise system implementations a strong asset.

Technical Skills

• Hands-on experience with Order Management Systems (any modern OMS a plus).
• Strong data proficiency – use metrics and analysis to drive decisions.
• Proficiency in troubleshooting; ability to read XML/JSON and work with APIs.
• Knowledge of system integration and enterprise environments (ERP, WMS, Commerce).
• Experience with Agile/Scrum and tools like Jira and Confluence

Soft Skills

• Strong ownership and accountability – proactively investigates and verifies issues before escalation and drives resolution to completion.
• Excellent communication skills with the ability to bridge business and technical perspectives and tailor messaging to different audiences.
• Demonstrated ability to build and manage strong cross-functional relationships, aligning diverse stakeholders around common goals.
• Leadership through influence, capable of guiding discussions, facilitating decisions, and driving alignment across multiple teams.
• Meticulous attention to detail in documentation, requirements gathering, and solution design.