Job ID: 60763

Job Category: Project Management

Division & Section: Customer Experience

Work Location: Metro Hall, 55 John St, Toronto, M5V 3C6

Job Type & Duration: Temporary, Full-Time 12 months

Salary: 103,431.00 - 141,247.00

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union.

Number of Positions Open: 3

Posting Period: 19-NOV-2025 to O3-DEC-2025

The Customer Experience Division (CXD) leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.

Are you an analytical thinker with a passion for customer experience and leading transformational projects? CXD is seeking three (3) Senior Business & Systems Analysts to lead cross-functional, business transformation initiatives. With experience in contact centre processes, customer relationship management (CRM) platforms, and customer-facing technologies, they will provide systems, data and analytics expertise, conduct business process reviews, develop detailed requirements, recommendations, and documentation to support initiatives. Working in partnership with our Technology partners, different City divisions and as part of project teams, the Senior Business & Systems Analysts will ensure continuous product improvement with our partners to achieve measurable business outcomes, increase operational efficiencies, and help pivot the City to cross-divisional customer journeys.

Major Responsibilities

• Executes on detailed plans and recommends policies/procedures regarding program-specific requirements.
• Supervises, motivates and trains assigned project staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Monitors the effectiveness of the risk management processes and implements needed changes.
• Establishes key risk indicators and implements corrective action plans to mitigate risks.
• Determines requirements for process, configuration and feature/function changes resulting from policy/contract/legislation, system upgrades, enhancements and customization. Reviews and identifies changes and verifies data upload as well as analyzes the impact on operations.
• Determines the most efficient way to implement system changes, establishes and monitors timelines.
• Ensures the risk management work plan incorporates both City and Divisional strategic priorities.
• Oversees the work of the assigned team and develops a framework of business measurements, auditing processes, management of non-compliance cases.
• Performs data upload, and manipulation of the divisional database.
• Runs various reports to validate data.
• Develops divisional metrics and benchmarks for key business processes and integrates performance processes into divisional standard operating procedures. Measures and reports the performance of the business across various teams and client bases and recommends methods to improve performance.
• Maintains, supports and enhances various functional aspects for the divisional system landscape including troubleshooting and application problems, performing system configuration, analysis of business requirements and their translations into the divisional system/database specific context.
• Develops requirements, business specifications, and testing documents. Performs unit testing in development and quality assurance and recommends test scenarios.
• Manages daily issues and problem solving related to the uploading of both data and divisional reports using divisional systems and processes.
• Recommends policies/procedures regarding program specific requirements, communicates change to related areas.
• Develops, manages and implements detailed project documentation and plans, performs system analysis activities, participates in the research and testing, provides contingencies, allocates resources and establishes priorities. Provides work direction to the team members, assesses progress against the plan, and authorizes sign-off at each stage for the project including the final production sign-off.
• Trains staff on system functions and approved client service levels, monitors compliance to approved service levels and notifies appropriate staff of deficiencies.
• Performs business related tasks (research, impact analysis, planning, testing coordinating, etc) for system upgrades, and other related projects.
• Chairs and participates in meetings and committees to support the needs of the corporation. Represents division on cross-divisional teams.
• Reviews, recommends and prioritizes change requests. Prepares business system applications documents for reports, interfaces, enhancements, forms conversions and batch process.
• Provides reports and information to senior management and staff.
• Oversees the writing of reports and the development of recommendations, presenting review results to senior management.
• Prepares and distributes operational metrics across various client portfolios. Recommends solutions to mitigate service level issues which exceed baseline performance expectations.
• Liaises with Corporate IT, external technical resources and operational software vendors regarding technical issues including backup and restore requirements and external interfaces.
• Maintains business and technical knowledge of divisional systems i.e. demand and preventative maintenance for current and upcoming technological advancements.
• Researches and recommends solutions to the divisional systems and all associated modules. Develops new techniques and innovative approaches to enhance system functionality and automate business processes. Assists in the execution of system process to support interfaces, reporting requirements and year-end reporting.
• Provides advice and guidance to the division on the use of systems, troubleshoots issues, and debugs programs, features and functions.
• Oversees quality assurance in accordance with corporate policy and City standards, ensures integrity of the master data, transactional records, reports and periodic posting production runs.
• Ensures internal controls and standards are maintained.
• Maintains and updates as required the divisional supporting documentation.
• Acts as the point of contact for various divisional initiatives as may be required.
• May support on budget administration and development by providing input, monitoring expenditures, recommending adjustments, and integrating variance reporting with divisional performance metrics.

Key Qualifications

• Post-secondary education in a relevant field, such as Business Administration, Project Management, Information Technology etc., or equivalent combination of education and experience. Certified Business Analysis Professional (CBAP), Lean Six Sigma, Project Management (PMP) or other change or process-oriented certifications are an asset.
• Extensive experience providing consulting services to senior management in a large, complex organization, in the areas of business process review and re-engineering, program review and service improvement.
• Considerable experience with Contact Centre processes and technology and Customer Relationship Management Software (CRM) such as Salesforce, Workforce Management, Telephony integration, Front-end web portals or mobile apps.
• Extensive experience leading multi-disciplinary teams on large, complex business transformation projects through all phases—from planning and design to testing, implementation, and support.
• Extensive experience providing systems support including ensuring compliance and troubleshooting, managing data, analysis and reporting, and meeting performance metrics.
• Expertise in project management methodologies, including Agile, Hybrid, and Waterfall and the use of key tools such as JIRA to capture requirements
• Expertise in evaluating and documenting business workflow, procedures, roles & responsibilities and integration & conversion strategies.
• Exceptional interpersonal, facilitation and negotiation skills with the ability to develop solutions and drive change.
• Ability to lead and collaborate with cross-functional teams, building consensus, and aligning diverse interests to achieve common goals.
• Ability to establish and maintain effective relationships with corporate clients, external stakeholders, and vendors.
• Ability to design and lead stakeholder engagement sessions while balancing political, organizational, and stakeholder interests.
• Ability to supervise, train, and motivate staff, fostering teamwork, innovation, and continuous learning, while ensuring compliance with corporate standards and risk management practices.

A Qualified List of candidates will be established for the Senior Busness & Systems Analyst position in the Customer Experience division and will be in effect for 24 months from the date the list is created. Qualified candidates on the list may be considered when filling future permanent and/or temporary vacancies in this position.

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.