Business Analyst Cwsi

Job ID: 44481
Job Category: Customer Service
Division & Section: Customer Experience, CX Strategy, Insights & Planning
Work Location: Union Station
Job Type & Duration: Permanent Full Time Vacancy
Salary: $86,500.00 - $108,459.00, TM1894, Wage Grade 6.0
Shift Information: Monday to Friday 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 21-Mar-2024 to 5-Apr-2023
Are you interested in customer experience and modernizing the public service? The Strategy, Insights & Planning team (SIP) within the Customer Experience Division (CXD) is seeking a Business Analyst who can support the team in the research, identification and standardization of programs that will deliver on direction from City Council and executive leadership.
Who we are: CXD aims to improve the City of Toronto's service delivery by providing simple, omni-channel and responsive customer experiences. SIP's goal is to support the creation of personalized, improved, and standardized approaches to customer service delivery across the organization through the creation of policies, procedures and standards.
The role: The Business Analyst will report to the SIP Managers and will be responsible for conducting research, data analysis and business process reviews to support the recommendation of standards, policies and procedures that will help CXD meet its goals.

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Conducts research on assigned projects, taking into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Identifies a range of feasible options for operations, policies, information systems and management practices, assessing the implications and viability for each option and recommending changes to improve service delivery.
• Develops options for policies, procedures, business process reviews, management practices and recommends changes to support management functions and improves efficiency and effectiveness of service delivery.
• Interviews, documents, and facilitates business process, systems, and data requirements. Holds review and re-engineering sessions with stakeholders.
• Reviews, analyzes, rationalizes, and optimizes; business processes, inputs, and outputs; program operations and functions at a detailed level by interviewing, documenting and facilitation business process reviews/re-engineering session with stakeholders.
• Reviews the potential impact of recommended changes with staff at all levels of the organization.
• Assists in building and managing cooperative relationships with other divisions to ensure adequate resources are available to achieve the project goals.
• Prepares business cases, feasibility (including economic, organizational, operational, technical impact) studies, project charters/plans, business/functional/technical requirements, design documents, training strategies/plans and user documentation and Request for Proposals and Request for Quotations (RFP/RFQ).
• Leads and/or liaises with and participates in inter-divisional teams and staff working groups, committees, and external groups.
• Prepares visual presentations, briefing materials and other documentation as required.
• Prepares reports, making recommendations on changes in business methods and processes.
• Develops terms of reference and methodologies for review.
• Conducts financial analysis and determines key indicators to measure the effectiveness and efficiencies of service delivery methods and design processes to track those indicators.
• Leads sub projects, develops plans and evaluates the effectiveness of these projects.
• Develops test or pilot strategies, plans, and monitors and evaluates trials.
• Conducts training sessions for staff in new business processes.
• Works in support of the goals of the Steering Committee and the Working Committee.
• Facilitates stakeholder working sessions.

Key Qualifications

Post-secondary education in a related discipline such as Business or Public Administration or project management or approved equivalent combination of education and experience, CBAP or Lean Six Sigma or other process-oriented certifications would be considered an asset.

Experience analyzing statistical data, reports, research materials and the ability to prepare, organize and present project documentation (e.g., business case, feasibility study, project plans).

Highly developed written communications skills, including preparing reports, detailed research proposals, methodologies, and standard project plans.

Experience facilitating small and large group meetings and working sessions.

Knowledge of change management principles and the ability to implement change.

Experience analysing business processes, business process re-engineering, information systems and statistics in combination with experience working on enterprise-wide initiatives focused on identifying options, best practices and opportunities to improve service delivery.

Advanced knowledge of Microsoft Office products including, Word, Excel, PowerPoint, Visio and Project.

Excellent oral communication and presentation skills, with the ability to deal effectively with city staff, councillors, senior management and the public.

Effective decision-making, conflict resolution, problem solving skills, demonstrating innovation with a results-oriented approach and strong customer service orientation.

Ability to work effectively as a team member and work collaboratively with others in a multidisciplinary team.

Familiarity with government legislation in the area of occupational health and safety.

Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City's commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City's Hiring Policies and Accommodation Process.