Senior Business Analyst, Process & AI Systems

Location: Calgary, Alberta

Employment Type: Full-time, Hybrid

Salary: Competitive, based on experience (~120k/yr) + Benefits + Performance Bonus

Define the systems and processes that power a high-growth tech platform.

At Ripple, we are a high-growth PropTech company on a mission to redefine the experience of renting by revolutionizing how people access and manage services. Based in Calgary, we’re growing fast and doing big things—with 4.7 stars on Google from hundreds of happy customers who love our speed, transparency, and easy-to-use platform.

As we prepare to scale nationally, we are looking for a structured, process-oriented leader to build the operational blueprint that will power our expansion.

This role is perfect for a Business Analyst who excels at translating complex business needs into clear, actionable plans and isn't afraid to get technical. You are a systems thinker and a natural problem-solver, skilled at understanding the big picture and documenting it with precision. As our Senior Business Analyst, you will be the glue between our business goals and our technology, ensuring that our processes are well-designed and our systems are configured to support our growth.

You will be in charge of defining the requirements for our operational systems, authoring the procedures that guide our team, and collaborating with Product Managers and leadership to build for the future.

• Analyze and Document Processes: Map current-state workflows, identify inefficiencies, and design optimized future-state processes that scale.
• Define Business Requirements: Author and maintain detailed Business Requirements Documents (BRDs) for new systems, features, and process improvements.
• Design & build intelligent workflows: Become the expert on our end-to-end customer journey, from onboarding to issue resolution, and re-design it for maximum efficiency.
• Operationalize AI Insights: Design and implement workflows that leverage our AI systems to automate decision-making, classify customer requests, and drive proactive service delivery.
• Create Standard Operating Procedures (SOPs): Write and manage a clear, comprehensive library of SOPs that ensures consistent and high-quality service delivery.
• Design System Integrations: Work with technical teams to understand API capabilities, document data flows, and define the logic for system integrations.
• Act as a key business stakeholder for product: Collaborate closely with our product and engineering teams to define requirements and translate operational needs into features for our core platform.
• System Configuration & Administration: Manage the configuration of key business applications, such as our CRM (HubSpot), to ensure they align with the defined business processes.
• Data-Driven Analysis: Use data to identify trends, support recommendations, and build business cases for new initiatives and improvements.

You’re a master of organization, an exceptional communicator, and a structured thinker. You find satisfaction in creating clarity from complexity and are motivated by building robust, well-documented systems that empower a team to succeed.

We’d love to meet you if you have:

• A Bachelor’s degree in Business, Information Systems, or a related field.
• 5+ years of experience as a Business Analyst, Systems Analyst, or in a similar role within a tech-driven company.
• Demonstrated experience in requirements gathering, process mapping (using BPMN or similar notations), and stakeholder management.
• A proven track record of writing clear and detailed BRDs, SOPs, and other process documentation.
• Strong experience with CRM platforms like HubSpot.
• A solid understanding of REST APIs and how systems communicate.
• A team-first mindset and a willingness to wear multiple hats in a fast-growing environment.

Bonus points if you have:

• A Master’s degree or MBA in a related field.
• Experience with a scripting language (like Python or Google Apps Script) for light automation or data analysis.
• Experience using tools like Postman for API testing.
• Experience in a SaaS, platform, or marketplace company.

• You’ll be trusted and supported – You’re not just a number here. You’ll have real ownership over your responsibilities, and your ideas for making things better will be heard.
• You’ll be joining a top-rated team – With a 4.7-star rating on Google, we’re known for delivering an exceptional customer experience. We take pride in what we build.
• You’ll grow with us – As we expand, there’s opportunity to grow into a more senior operations or product role in the future.
• You’ll work in a fast, tech-forward environment – No clunky processes or outdated systems here. We love finding better, smarter ways to get things done.

• Base salary: Competitive and based on experience
• Stock Option Plan
• Performance bonus: up to 10% based on operational KPIs and project outcomes
• Hybrid work model with flexibility
• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Paid Time Off Benefits