Business Analyst

Durham Region (The Regional Municipality of Durham); Whitby; On-site; CAD 60,000 - 80,000; Full time

Job summary

The Regional Municipality of Durham seeks a Business Analyst for its Service Durham division. The role involves enhancing customer experience through strategic initiatives and project management in a collaborative environment. Candidates should have a relevant degree, strong communication skills, and experience with CRM platforms. The position offers a competitive salary, inclusive work culture, and commitments to diversity and accessibility.

Qualifications

• A four-year degree in Business Administration, Information Technology or Computer Science or related discipline.
• Certification as a Project Management Professional (PMP) or similar is preferred.
• Several years of hands-on experience with CRM platforms.

Responsibilities

• Act as a liaison between departments to identify strategic initiatives.
• Provide continuous quality improvements to business systems.
• Champion the adoption of new service approaches.

Skills

Communication

Leadership

Analytical Skills

Project Management

Troubleshooting

Education

Degree in Business Administration, IT, or Computer Science

Tools

MS Dynamics 365

MS Office

Job description

THE REGIONAL MUNICIPALITY OF DURHAM

Corporate Services Department

Business Analyst- Service Durham (Temporary Full-Time)

Job ID: 22121

Job Number:

CUPE Local 1764

Open: Jul 22, 2025 Close: Aug 05, 2025

Diversity, Equity and Inclusion Statement

The Region of Durham is committed to employment equity and is actively implementing measures to build and sustain an inclusive, barrier-free workplace that is reflective of the diverse residents it serves. We welcome applications from Indigenous Peoples, people from racialized communities, women, persons who live with disabilities, people from 2SLGBTQI+ communities and people with diverse identities.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodation will be provided throughout the recruitment process to applicants who live with disabilities.

Business Analyst - Service Durham

Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham 311 - the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors).

By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer-centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers can connect with us by calling 311, emailing [e-mail], or using our self-service portal at myDurham311.ca.

To learn more visit Durham.ca/311

Reporting to Manager, Digital Channels, the incumbent will:

• Act as a liaison between various departments and Corporate Services-Service Durham staff to proactively identify and bring strategic initiatives from concept to implementation while ensuring service excellence to internal and external clients
• Provide continuous quality and productivity improvements to existing and new business systems by completing a business analysis approach to elicit the needs of the organization
• Provide leadership and governance throughout the project lifecycle
• Direct and oversee project staff participation in the implementation of project plans
• Manage requirement and project changes, conflicts and issues and support staff and clients dealing with change
• Champion the adoption of new ideas and approaches that Service Durham initiatives bring to the business culture
• Provide end-user support for solutions during the transition from build to production
• Administer Program Portfolio by viewing/reporting on current and future project work across business units
• Maintain current knowledge of technology, trends and software and develop alternative solutions to business problems
• Represent and promote corporate initiatives to educate users on future trends in Customer Service and business analysis

The successful applicant will possess:

• A four-year degree in Business Administration, Information Technology or Computer Science or related discipline
• Certification as a Project Management Professional (PMP), Certified Business Analyst Professional (CBAP) or Certification of Competency in Business Analyst (CCBA) is preferred
• Several years' of hands-on experience configuring, customizing or supporting the back-end development of CRM platforms such as MS Dynamics 365
• Several years' experience and knowledge in project management, business requirement analysis and business process mapping and design
• Knowledge and experience with Program Portfolio and Project Management tools and proficiency with MS Office(Word, Excel, Project, PowerPoint, Visio) and Outlook
• Superior written/verbal communication skills coupled with proven interpersonal skills
• Strong leadership, project and time management, analytical and troubleshooting skills
• Ability to maintain confidentiality and integrity of information and data
• Ability to work well with others as well as independently
• A valid Ontario Class 'G' driver's license

CUPE 1764 Salary Grade 9

This position is with Salary Grade 9 and will be paid at the following hourly rates:

- Start: $53.87 - Six Month: $56.87 - Job: $59.86

Conditions of Employment

All applicants are expected to comply with the Region of Durham's Code of Ethics and Code of Conduct Policies throughout the recruitment process. Proof of education, qualifications and any other job bona fide requirements will be required prior to start date.

External Application Process

Come find a home where exciting and rewarding careers are balanced with your lifestyle. We thank all applicants; however, only those being considered will be contacted. Please apply online(www.durham.ca) no later than midnight (Eastern Standard Time) on the closing date indicated on the Job Posting.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: [e-mail] and a Recruiter will provide appropriate assistance pursuant to the Region's Accommodation and Accessibility policies. Please note that resumes should not be sent to [e-mail].

Follow us on social media @RegionofDurham