Principal AI Platform Engineer building GenAI infrastructure for PointClickCare, a healthcare technology company. Connecting AI systems to products and enabling AI - generated insights in agent workflows.
About the role
- Business Systems Analyst at TAO Solutions engaged in client account management and product development support. Act as primary liaison ensuring customer satisfaction and product evolution.
Responsibilities
- Lead regular client status meetings, tracking open bugs, backlog items, enhancement requests and professional services opportunities.
- Analyze, document, and manage all client requests including: support items, bugs and performance issues, backlog enhancements, larger scoped features requiring Statements of Work (SOW)
- Act as Tier 1 support and primary point of contact for client stakeholders.
- Respond to support requests in accordance with contractual SLAs.
- For Severity 1 production issues, maintain continuous client communication and coordinate directly with Engineering and QA until resolution.
- Provide daily internal status updates during standups, including proactive tracking of all active Kanban/TFS items.
- Deliver client training during implementations or upon request.
- Coordinate with the Release Team on upcoming releases.
- Prepare and distribute release notes, including client deployment steps.
- Serve as the owner of assigned tickets (bugs, backlog items, enhancements).
- Create clear, detailed, and actionable tickets within approved tracking tools (TFS/Azure DevOps/DeskPro).
- Ensure all documentation is written to a standard that enables cross-team clarity and release readiness.
- Develop Functional Specifications for larger initiatives, including process documentation and workflows, data descriptions, and screen mockups.
- Continuously build expertise across product lines through documentation, internal SME sessions, and regulatory updates.
- Contribute to SDLC improvements and Agile best practices.
- Provide input into ongoing product roadmap initiatives.
- Lead full SDLC lifecycle for new implementations, including: requirements gathering, SOW development, project planning and tracking, coordination with Development for release alignment, release management, client training and post-go-live support.
- Apply a “Whatever It Takes” mindset to ensure successful launches and on-time delivery.
- Maintain a high standard of professionalism and customer satisfaction throughout implementation phases.
- Act as lead secondary tester for assigned work items and helpdesk owned tickets.
- Assist with broader testing efforts as needed.
- Lead release package validation including deployment verification, report validation, and regression testing.
- Identify opportunities to evolve the product while maximizing long-term value for the client.
- Collaborate with clients on change requests and additional value-add services (external systems integration, new module adoption, custom reporting, training, and more).
Requirements
- 2-5 years of experience in a Business Analyst, Product Analyst, or similar role within a SaaS or technology-driven environment
- Bachelor’s degree in Business, Information Systems, Finance, Computer Science, or equivalent practical experience
- Strong experience eliciting and documenting business and functional requirements
- Hands-on experience with ticketing systems such as TFS, Azure DevOps, Jira, and/or DeskPro
- Project Management experience using Celoxis would be considered an asset
- Experience working within Agile or Kanban SDLC frameworks
- Proven ability to lead client-facing meetings and manage stakeholder communication
- Experience triaging and coordinating high-severity production incidents
- Ability to develop functional specifications including mockups and structured documentation
- Experience in functional, regression, and release testing
- Familiarity with release processes and deployment coordination
- Strong written and verbal communication skills
- Ability to manage multiple client priorities in a deadline-driven environment
- Understanding of professional services concepts and billing structures
- Strong analytical and problem-solving skills with high attention to detail
- Experience in financial services, fintech, or other regulated industries is considered an asset.
Benefits
- 3 weeks base vacation
- employer paid benefits
- profit sharing
- bonus program participation
- Yearly learning & professional development allowance
- Company wide socials
- Internal team recognition platform (Bonusly)
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